Client Services Manager

Twin Cities

Full-Time

About the Job

The Client Services Manager provides operational leadership and direct supervision of frontline staff and client service programs. The position is responsible for day-to-day program operations, staff supervision, quality management, data reporting, and compliance activities to ensure effective delivery of client-centered services and achievement of program outcomes.

Responsibilities

Program Supervision & Service Delivery (35%)

• Oversees day-to-day operations of client services programs and activities.
• Ensures implementation of Medical Case Management, Non-Medical Case Management, Early Intervention Services, Health Education/Risk Reduction, Status Neutral programming, and other assigned initiatives.
• Monitors service delivery, client engagement, productivity standards, and program outcomes.
• Coordinates program workflows and ensures continuity of services across program areas.
• Assists with implementation of new programs, initiatives, and organizational priorities.
• Identifies operational challenges and develops solutions to improve service delivery and client outcomes.
• In collaboration with Office Manager, responsible for auditing YAP's condoms, lube, and SWAG.

Staff Supervision & Workforce Development (30%)

• Provides direct supervision, coaching, performance management, and professional development for frontline staff.
• Conducts regular supervision meetings and annual performance evaluations.
• Supports onboarding, training, and professional development of employees and interns.
• Monitors staff workloads and assists with workload balancing and resource allocation.
• Participates in hiring, recruitment, and staff retention efforts.
• Supports implementation of personnel policies and organizational procedures.

Data Management, Reporting & Quality Improvement (20%)

• Oversees program data collection, entry, validation, and reporting activities.
• Ensures accuracy and completeness of CAREWare and other required reporting systems.
• Oversees program reporting, data quality, performance monitoring, and quality assurance activities in collaboration with the Office Manager.
• Develops and submits quarterly, annual, and funder-required reports.
• Conducts chart reviews, quality assurance activities, and program audits.
• Monitors program performance measures and outcome data.
• Develops reports, dashboards, and data summaries for agency leadership.
• Supports continuous quality improvement and compliance initiatives.

Compliance & Grant Administration (10%)

• Assists with monitoring compliance with federal, state, University, and funder requirements.
• Supports grant implementation, reporting, and performance measure tracking.
• Maintains documentation required for audits, site visits, and program reviews.
• Ensures staff compliance with programmatic and documentation standards.
• Oversee gift card data tracking and compliance.

Community Partnerships & Client Advocacy (5%)

• Coordinates program-level partnerships and referral relationships in collaboration with community agencies and service providers.
• Assists clients and staff in resolving complex service coordination challenges.
• Represents YAP in community meetings and collaborative initiatives as assigned.

Essential Employees

The successful candidate will be designated as an Essential Employee. Essential Employees are expected to report to campus during a University State of Emergency (reduced operations or campus closure) unless specifically directed by the Department not to report or if directed by civil emergency or medical authorities not to report for health and safety reasons. As an Essential Employee, you must report to campus even if the closure is less than 3 days.

Qualifications

All required qualifications must be documented on application materials

Required Qualifications:

• BA/BS plus at least four years of experience or a combination of related education and work experience to equal at least eight years. May require professional health care certification, registration, or state licensure.

Preferred Qualifications:

• Experience supervising a team. Experience with HIV and prevention programming.

Pay and Benefits

Pay Range: $65,000 - $75,000/year; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

While our salary ranges provide a framework, it is important to note that most of the time, the initial pay may not reach the maximum of the range. This approach ensures that compensation reflects the value and unique contributions of each candidate while maintaining equity within our organization. As part of our commitment to fair and equitable compensation, please be aware that the salary offered to incoming candidates will be based on their individual credentials and experience.

Diversity

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U:

Employment Requirements

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

About University of Minnesota

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by Forbes as a Best Employer for Company Culture (2026), Best Employer for Women (2023, 2025, 2026), and Best Employer by State (2022-2026). In 2026, we also received Culture Excellence & Industry Awards recognition for employee appreciation and work-life flexibility.

The University of Minnesota Medical School

Committed to innovation and diversity, the Medical School educates physicians, scientists, and health professionals; generates knowledge and treatments; and cares for patients and communities with compassion and respect. We value excellence, inclusiveness, collaboration, and discovery. The mission of the regional campus located in Duluth is to be a national leader in improving healthcare access and outcomes in rural Minnesota and American Indian/Alaska Native (AI/AN) communities. In partnership with CentraCare, the regional campus in St. Cloud offers a wide range of patient experiences throughout students' education in Greater Minnesota and prepares them to become exceptional clinicians and leaders for rural and immigrant populations.

Founded in 1888, the University of Minnesota Medical School has three campuses. A four-year MD program and the MD/PhD program are located on the Twin Cities campus in addition to MD programs at regional campuses in Duluth and St. Cloud.