Director of Case Management

• Lead and manage a large team of Case Managers / Client Success Coordinators
• Set clear performance expectations and ensure team members consistently meet service standards
• Monitor and manage team KPIs, productivity, quality, and performance metrics
• Conduct regular coaching, performance discussions, and development sessions
• Provide ongoing guidance, support, and accountability to team members
• Identify performance gaps and implement appropriate improvement plans
• Manage complex and sensitive client, family, and therapist escalations
• Handle difficult conversations professionally, calmly, and empathetically
• Ensure client concerns are resolved efficiently and appropriately
• Maintain a high standard of client service and overall customer experience
• Monitor case management and client success processes to ensure consistency and efficiency
• Collaborate with other operational teams to resolve issues and improve service delivery
• Identify process gaps and opportunities for continuous improvement
• Ensure accurate communication and follow-through across the team
• Provide management with regular updates on team performance, challenges, trends, and opportunities
• Take ownership of operational issues and ensure appropriate resolution
• Support a positive, accountable, and high-performing team culture

• Minimum 5 years of relevant professional experience in Case Management, Client Success, Healthcare Coordination, Customer Service, Client Services, Healthcare Administration, or a related environment
• Strong people-management experience leading a large team is essential
• Proven experience managing team performance, KPIs, coaching, development, and accountability
• Demonstrated experience managing complex escalations and difficult conversations
• Strong client-service orientation with excellent interpersonal skills
• Ability to communicate professionally, clearly, and empathetically
• Strong organisational and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment
• Comfortable making decisions and taking ownership of issues
• Ability to work independently while collaborating effectively with other operational teams