Manager, Client Experience

Job Description

Job Description

Full-Time $64,000 - $80,000 + bonus potential

Beech Acres Parenting Center has been serving the community for 176 years. We uncover the natural gifts of children by unleashing the power of parents and caregivers. As a contemporary parenting center, Beech Acres serves over 35,000 people annually through a wide range of services including foster care, kinship care, adoption, behavioral health support in schools, parent coaching and much more. All of our programs are founded in our Natural Strength Parenting™ framework which enables parents to unlock their own potential by building on their unique strengths. For more information, visit

Why you will love working for Beech Acres:

We're a spirited team that believes in having fun and making an impact in our community and beyond. We’ve built a culture that values our team members’ strengths where we embrace our differences and live the value of Inclusion to all. Through our Culture of Well-Being, emphasis on psychological safety and belonging for all; our team members and the families we serve feel safe bringing their authentic self to Beech Acres.

We take pride in offering you a competitive benefits package, inclusive of base pay, incentives, and other benefits. Our Perks at Work include but not limited to:

• Generous compensation within the non-profit sector along with bonus opportunities for all team members.
• Benefits effective 1st day of hire which includes health care, dental and vision.
• Best in market paid time off benefits. Eligible to receive up to 42 days your first year.
• Life insurances and disability packages
• 401K match
• Tuition + Licensure reimbursement
• Cell phone + Mileage reimbursement
• Awards and recognition programs
• Professional Development
• Clinical and Training supervision and in-house training to achieve CEU’s
• Workplace Flexibility
• Employee Resource Groups
• And much more

The Manager, Client Experience, is responsible for leading and operationalizing the organization’s client experience strategy to ensure a high-quality, consistent, and mission-aligned experience across all client touchpoints. This role partners closely with VP of Organizational Excellence and agency leadership to translate the organization’s Client Value Proposition into measurable practices, systems, feedback loops, and continuous improvement efforts.

This position serves as the primary owner of client satisfaction systems, implementation coordination, client feedback processes, and experience improvement initiatives while supporting strategic plan execution and organizational excellence efforts.

The Manager, Client Experience, will work collaboratively across departments to strengthen organizational consistency, process integrity, quality standards, and client-centered innovation.

The Manager, Client Experience plays a critical role in ensuring the organization delivers consistent, high-quality, and mission-aligned experience for clients, stakeholders, and community partners while strengthening organizational effectiveness, accountability, and strategic execution. 

Client Experience Leadership

• Lead the development, implementation, and continuous improvement of the organization’s client experience strategy.
• Operationalize the organization’s Client Value Proposition into day-to-day practices and measurable outcomes.
• Develop and manage systems to assess,monitor, and improve client satisfaction and engagement.
• Identifytrends, gaps, and opportunities through data collection, feedback analysis, and stakeholder engagement.

Client Satisfaction & Feedback Systems

• Manage organization-wide client satisfaction initiatives and improvement plans.
• Facilitate and coordinate:

• Client focus groups
• Advisory groups
• Stakeholder listening sessions
• Client feedback processes

• Develop actionable recommendations from client feedback and oversee implementation follow-through.
• Create reporting mechanisms and dashboards to communicate findings and progress to leadership.

Strategic Plan Execution & Organizational Excellence

• Support execution of the organization’s strategic priorities through cross-functional coordination and project management.
• Partner with leadership teams to ensure alignment between client experience initiatives and agency strategic goals.
• Assistin the development and monitoring of implementation plans, timelines, accountability measures, and outcomes.

Process Improvement & Quality Management

• Lead or support process mapping and workflow improvement initiatives to enhance efficiency and service consistency.
• Support the development and implementation of best practices, standard operating procedures (SOPs), and process integrity systems.
• Monitor fidelity to organizational standards, quality expectations, and client experience practices.
• Promote a culture of continuous improvement and operational excellence.

Designation & Recognition Support

• Lead or support organizational accreditation, designation, and recognition processes.
• Coordinate documentation, evidence collection, reporting, and readiness activities related to external reviews and standards.
• Ensure organizational practices align with accreditation or designation requirements and continuous quality improvement expectations.

Cross-Functional Collaboration

• Partner closely with leadership, program teams, operations, HR, marketing, and other stakeholders to ensure alignment and consistency in the client experience.
• Collaborate with organizational leaders to improve communication, implementation, and change management efforts.
• Support agency-wide initiatives, events, and organizational culture efforts as needed.

Education and/or Work Experience Requirements:

Required Qualifications

• Bachelor’s degree in Business Administration, Organizational Leadership, Public Administration, Human Services, Healthcare Administration, Project Management, or related fieldrequired.
• Minimum of 5 years of progressive experience in:

• Client experience
• Organizational effectiveness
• Project management
• Quality improvement
• Operational excellence
• Strategic implementation

• Demonstrated experience leading cross-functional projects and managing complex organizational initiatives.
• Experience supporting or leading accreditation, designation, recognition, or compliance-related initiatives.
• Experience in process improvement methodologies such as Lean, Six Sigma, Continuous Improvement, or Operational Excellence frameworks.
• Strong experience with:

• Facilitation
• Stakeholder engagement
• Feedback systems
• Data analysis and reporting
• Change management

• Proven ability to manage multiple priorities, drive accountability, and execute with strong attention to detail.
• Excellent written, verbal, organizational, and interpersonal communication skills.
• Must be a self-starter, highly motivated, and efficient

Preferred Qualifications

• Six Sigma certification (Green Belt or higher preferred).
• Project Management certification (PMP or equivalent preferred).
• Experience in nonprofit, healthcare, behavioral health, education, family services, or human services settings preferred.
• Experience working within strategic planning and implementation environments.
• Experience with client satisfaction tools, survey platforms, dashboards, or performance measurement systems.