Assistant Head of Client Services

Job Description

Job Description

Be PROUD of what you do

You'll join a mission-driven team and agency dedicated to supporting our clients. We have been entrusted with a 116-year legacy of doing good and we have set forth a bold goal of ending poverty in our community. Our services are uniquely positioned to address a myriad of key factors that keep families from reaching their bigger, brighter future. We have identified five different areas, or pathways, in which our programs create impact: financial resiliency, education credentials, emotional resiliency, resource stability, and employment. And we're growing our team to make it all happen! Though we are guided by our Catholic Faith, you do not have to be Catholic to join our team or receive services.

Core Responsibilities

• Operationalize Strategic Vision
• Operational Support for Head of Client Services
• Drive Timing & Deliverables of Key Client Services Initiatives
• Monitor & Strengthen Client Services Metrics & Performance

What will you be doing in your role?

1. Operationalize Strategic Vision (30%)
   1. Convert Client Services strategic vision into operational reality by implementing a plan with actionable steps, a timeline, and recommended outcomes.
   2. Build necessary processes to ensure consistency in execution across Client Services.
   3. Coordinate cross-program initiatives that support Client Services strategic direction.
   4. Identify operational gaps and design solutions that strengthen outcomes for programs.
   5. Sustain open, ongoing communication with Advancement and Administrative teams to guarantee all essential supports are in place.
2. Operational Support for Head of Client Services (25%)
   1. Implement EOS with Client Services including the facilitation of weekly L10s, Quarterly Pulses, and Annual Planning; handle all appropriate follow up that stems from this work.
   2. Support the HCS by advancing priorities, resolving issues, and ensuring decisions are implemented.
   3. Track commitments, deliverables, and deadlines assigned by the HCS to ensure completion.
   4. Serve as the point person to resolve operational issues after they escalate to the HCS.
   5. Conduct/Prepare research, materials, and summaries to support executive decision-making.
   6. Represent the HCS in meetings or strategy discussions as delegated.
   7. Ensure timely communication and alignment between the HCS and program leaders.
3. Drive Timing and Deliverables for Key Client Services initiatives (25%)
   1. Manage implementation of major Client Services initiatives.
   2. Monitor progress, identify risks, & support directors in resolving challenges quickly.
   3. Ensure accurate, timely, and actionable reporting for all Client Services programs.
   4. Ensure alignment, consistency, & communication across all Client Services programs.
   5. Promote collaboration among directors & programs.
4. Monitors and Strengthens Client Services Metrics and Performance (20%)
   1. Partner closely with R&A team to maintain consistency and reporting integrity.
   2. Oversee program KPIs, dashboards, and performance targets.

Are you the next Assistant Head of Client Services?

• Bachelor’s degree required in Business, Human Services Administration, Social Work or related field; Master’s degree preferred.
• Experience working in or partnering with regulated or clinical service environments strongly preferred.
• 8–10+ years’ experience in human services, healthcare, nonprofit, or multi-program service delivery environments preferred.
• Experience operationalizing strategic plans and translating vision into executable workplans, timelines, and outcomes.
• Demonstrated success leading cross-functional initiatives and driving organizational alignment.
• Experience building and monitoring KPIs, dashboards, and performance metrics to improve outcomes.
• Experience supporting or partnering closely with executive leadership.

Here's the Good Stuff...

• Full-Time salaried position. Pay is determined by relevant experience, work history, education and internal equities.
• Medical/ Dental/ Vision/ Short Term Disability/ Accident Insurance/ Hospital Indemnity Insurance/ Critical Illness/ ID Shield
• Health Savings Account- CCFW contributes $110 per month .
• 100% Company paid Long Term Disability
• 100% Company paid Basic Life and AD&D Insurance
• 16 paid Holidays (including being closed Christmas Eve through New Years Day)
• Tiered PTO Accrual by tenure:
  • Vacation Time- 100 hours in your first year.
  • Sick Time- 48 hours in your first year.
• 403(b) with employer match from day one- up to 6%
• 3 weeks paid parental/critical illness leave
• Employee Assistance Program

• CCFW Participates in the Public Service Loan Forgiveness program (PSLF)

• Mentorship Program
• Wellness Program
• Financial Coaching

I'm in...next steps.
We want to know more about you! Send us your resume and cover letter through the "Join our Team" tab on our website: Select the job posting and click the "Apply now" button at the top right of the posting. Be sure to complete all fields so we know who to contact!

Due to the volume of responses, only qualified parties will be contacted. No phone calls, please. Catholic Charities Fort Worth is an equal-opportunity employer.