Director, Client Operations

We are excited to offer a senior leadership opportunity as Director, Client Operations, a critical position responsible for providing strategic direction and strong leadership while overseeing client service activities for operations.

This role is ideal for an accomplished leader who brings depth of experience, sound judgment, and a collaborative leadership style to ensure that the Agency’s standards and procedures meet established performance metrics and processes while identifying and bringing forward improvements to increase the efficiency, effectiveness, and quality of agency operations across client programming.

The DDRC is a non‑profit, registered, charitable organization that began in 1952. We offer programs and resources for children and adults with developmental disabilities, their friends and family, and other members of the community. The DDRC employee’s role model the DDRC mission – “DDRC promotes awareness and supports communities to include persons with developmental disabilities, thereby strengthening communities for all citizens.”

If you believe in the DDRC's mission and values, we would welcome you to our team.

The DDRC hires passionate, driven individuals who live our values and can work independently. We offer a variety of roles, competitive benefits, and a culture that supports work/life balance.

We offer semi‑fixed schedules that may change based on clients needs, paid training, development, coaching, Benefit Plan, Health Spending Account (HSA), Employee and Family Assistance Program (EFAP), WCB, vacation days, free parking, mileage where applicable, statutory holidays, and Agency complimentary hours off per year.

• Demonstrates strength, maturity, and wisdom in the management of interpersonal and organizational challenges
• Collaborate with Managers by providing guidance and recommendations for process improvements and challenges involving client satisfaction
• Supports program managers to develop programs plans, objectives, and outcomes that align with strategic priorities established in the operations plan
• To role model seasoned leadership skills and be recognized as a skilled and capable professional
• Strong coaching, mentoring skills; able to teach others
• Ensure compliance with Agency policies, procedures, mission, and values
• Support program managers to develop program plans, objectives, and outcomes that align with strategic priorities established by the CEO and Board of Directors
• Participate in the strategic development of business and operational plans; visioning, influencing, and promotion of systemic operation
• Possess strong business skills and demonstrate the ability to promote and expand service; community support/partnerships, fee‑for‑service, and profit possibilities
• Participate in the formulation of innovative business development strategies, creating productive and sustainable relations through partnerships, associations, and the community at large in an effort to drive client growth
• Participate actively in Management Team meetings and activities
• Represent the Agency on external committees as required to advance the Agency’s standing in the disability sector
• Develop and maintain professional and collaborative relationships with funders, including FSCD and PDD
• Be creative when assessing and managing program delivery effectiveness while ensuring all program initiatives are aligned with the Agency’s mission and vision
• Promote excellent customer service and client satisfaction
• Demonstrate knowledge of, and promote ethical behaviour, the Agency's mission, vision, value statements, standards, policies, procedures, and standards
• Identify funding challenges, develop appropriate strategic responses, and deliver innovative solutions that support agency growth
• Develop partnerships with community members or other professionals to support the goal of inclusion
• Promote the needs of the disability sector to government and non‑government organizations
• Confidently manage changing environments, needs, and requirements
• Supervise and oversee the day‑to‑day administrative tasks such as maintaining information files and processing paperwork
• Ensure…