Director of Case Management

About The Role
We are looking for an experienced and highly capable Director of Case Management to lead and manage a large team of Case Managers / Client Success Coordinators.
This is a hands-on leadership role responsible for driving team performance while ensuring a consistently high standard of service to clients, families, and therapists.
The successful candidate will be a strong people manager who can lead a sizeable team, manage performance and KPIs, coach and develop employees, handle complex client escalations, and ensure effective coordination across operational teams.
Requirements
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 one or more of the following:
Case Management
Client Success
Healthcare Coordination
Customer Service
Client Services
Healthcare Administration
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.

Work arrangement
No