DIRECTOR OF COACHING AND NEIGHBOR EXPERIENCE

Job Description

Job Description

Description:

OUR VISION: To Build a Thriving Community for ALL  

OUR MISSION: To Empower individuals to achieve self-sufficiency and foster independence  

If our Vision and Mission resonate with you, Metrocrest Services may be the place for you. We are looking for people whose values align with ours - individuals who are compassionate, collaborative, accountable, and committed to helping our neighbors achieve greater stability and independence. 

ABOUT METROCREST SERVICES  

Metrocrest Services exists to provide hope and build pathways to economic mobility for neighbors in the north Dallas area. We operate a whole-household, SDOH (Social Determinants of Health)-aligned model organized around five pillars: (1) Income (2) Health and Food (3) Workforce (4) Education/Training (5) Housing. Our neighbors are at the center of everything we do. 

Neighbors-First is more than a phrase; it is how we work. We call the people we serve Neighbors because they are members of our community, not cases to be managed. We approach every interaction with dignity, curiosity, and a whole-household perspective, listening first, following through, and measuring our success by the progress our neighbors make. Every team member, regardless of role or title, is expected to embody and advance our Neighbor-First Values.

THE OPPORTUNITY

The Director of Coaching & Neighbor Experience is a strategic, mission-driven leader who owns Metrocrest Services’ whole-household coaching model and the neighbor experience from first contact through the close of every coaching relationship. This individual combines operational excellence with compassionate leadership, holding a large and diverse coaching pool accountable to consistent practice while building the systems, partnerships, and culture that let coaches focus on neighbors rather than logistics. They are equally comfortable leading strategy, managing complex operations, and engaging directly with neighbors, coaches, and community partners.

This role primarily works 8:00 AM–5:00 PM, Monday through Friday, with occasional evenings and weekends based on program needs.

Requirements:

WHAT YOU'LL DO

• Lead, manage, and hold accountable Coaching Expert, Coaching Pool, Neighbor Experience Expert and Partnership Specialist 
• Contribute positively to organizational culture; enthusiastically champion Metrocrest Services’ mission, values, and neighbor-first model 
• Develop and sustain a coaching team culture rooted in Neighbor Excellence, continuous learning, peer support, and reflective practice 
• Establish and execute forward-thinking strategies to increase coaching capacity and neighbor experience quality across the organization 
• Own all assigned metrics; responsible for achieving performance targets, tracking progress on an ongoing basis, and reporting outcomes to leadership 
• Manage an annual budget and operating plan for the department; adhere to assigned budgets and provide input on budget planning, forecasting, and resource allocation 
• Adhere to a program evaluation framework to assess the strengths of coaching and neighbor experience functions and identify areas for improvement 
• Identify technological tools to enhance and support delivery of coaching and neighbor experience services 
• Oversee Coaching integrity, ensuring assessments are administered consistently, scored accurately, and used meaningfully to drive coaching plans 
• Monitor coaching outcomes and progress data; identify trends in neighbor pathways and bring recommendations to the COO 

WHO YOU ARE

• Culturally humble and equity-minded; understands that the populations Metrocrest Services serves face systemic barriers that require a coach who can hold both empathy and accountability at once 
• Passionate advocate for the whole-household coaching model; believes neighbors are the experts on their own lives and leads teams to honor that in every interaction 
• Strong people leader capable of building, developing, and holding accountable a large and diverse coaching pool (12–14 coaches) with varied caseloads and skill levels 
• Understands the whole household framework assessment, or a comparable economic mobility assessment tool, and can translate it into day-to-day coaching practice and supervision 
• Creates systems and structure without sacrificing flexibility; able to build the operational infrastructure that allows coaches to focus on neighbors rather than logistics 
• Models the Welcome ? Stabilize ? Notice ? Connect ? Close the Loop framework in their own leadership approach; holds the team to the same standard 
• Owns assigned metrics as a personal measure of success; holds self and the team accountable for achieving, tracking, and reporting on performance targets 
• Committed to Metrocrest Services’ Neighbor-First philosophy and mission of empowering individuals toward self-sufficiency

WHAT YOU BRING

• Bachelor’s degree in social work, human services, or a related field 
• Minimum five years of supervisory experience leading coaching, case management, or client-facing service teams 
• High level of computer literacy including Microsoft Office (Word, Excel, Outlook), internet research, and Salesforce or comparable client tracking system 

PREFERRED

• Master’s in social work (MSW) or Licensed Master Social Worker (LMSW) 
• Experience supervising a large, multi-focus coaching or case management pool in a social service setting 
• Direct experience with whole household framework assessments 

WHY METROCREST

Join an organization in an exciting season of transformation as we continue building a whole-household model that puts neighbors at the center of everything we do. As the Director Coaching and Neighbor Experience, you'll play a key leadership role in shaping programs, strengthening partnerships, and helping build a thriving community where every neighbor has the opportunity to succeed.

SALARY

Salary for this FLSA-exempt position is commensurate with experience

BENEFITS

• Employer-sponsored medical insurance through BCBSTX with employer contribution toward monthly premiums, effective the first day of the month following the date of hire
• Employer-sponsored dental (Principal) and vision insurance, effective the first day of the month following the date of hire
• Employer-paid group term life insurance (Principal)
• Employer-paid long-term disability (Principal)
• 401(k) retirement plan with company matching 1/2:1 (up to 6%)
• Generous paid time off package, including vacation, personal time off, and paid holidays
• Paid parental leave
• Training and development opportunities
• Tuition reimbursement

EQUAL EMPLOYMENT OPPORTUNITY

Metrocrest Services provides equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, or any other characteristic protected by law.

In accordance with the ADA, Metrocrest Services is willing to consider any reasonable accommodation.