Director of Client Experience, Innovation & Impact
Barrie, ON, Canada
Full Time
Senior Manager/Supervisor
Independent Living Services Simcoe County
Director, Client Experience, Innovation & Impact
Permanent Full-Time
Our Values: Care and Compassion, Empowerment, Innovation, Respect and Inclusivity
QUALIFICATIONS
In keeping with our continuing efforts towards greater representation, we welcome applicants with relevant lived experience and candidates with a broad reflection of identities including Black, Indigenous, People of Colour (BIPOC), 2SLGBTQI+, age, abilities and socioeconomic background.
In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), ILS provides accommodation, accessible formats, and communication supports at all stages of the hiring process. We ask applicants to make their needs known in advance by contacting [email protected] or phoning (705) 737-3263.
ILS offices are located in Simcoe County. We acknowledge that the land on which we work in is the traditional territory of the Anishinaabek Nation. The Wendat and the Haudenosaunee Nations have also walked on the territory over time. We acknowledge the enduring presence of Indigenous people and are grateful to have the opportunity to be present in the territory.
Director, Client Experience, Innovation & Impact
Permanent Full-Time
Our Values: Care and Compassion, Empowerment, Innovation, Respect and Inclusivity
Who we are:
Independent Living Services Simcoe County (ILS) is a leading Ontario Health funded Not for Profit Agency providing support and services to adults wishing to live independently and well in their homes. Through our programs and services, we are able to assist adults living with permanent physical disabilities and seniors aging at home lead dignified, productive and independent lives. You can learn more by visiting www.ilssimcoe.ca
What you would be doing:
The Director, Client Experience, Innovation & Impact is a key member of the Senior Leadership Team, providing strategic leadership in the delivery of client‑centred care. This role ensures services are high‑quality, responsive, and aligned with the needs and priorities of clients and communities. Working collaboratively across the organization, the Director translates Board‑identified priorities into clear direction, effective service models, and measurable outcomes. This role ensures services remain consistent, adaptable, and focused on delivering meaningful outcomes.
What you would be doing:
The Director, Client Experience, Innovation & Impact is a key member of the Senior Leadership Team, providing strategic leadership in the delivery of client‑centred care. This role ensures services are high‑quality, responsive, and aligned with the needs and priorities of clients and communities. Working collaboratively across the organization, the Director translates Board‑identified priorities into clear direction, effective service models, and measurable outcomes. This role ensures services remain consistent, adaptable, and focused on delivering meaningful outcomes.
KEY RESPONSIBILITIES
Governance and Service Excellence
- Promote service models that respect client rights, dignity, equity, informed choice, and safety.
- Provide leadership to ensure services and quality systems align with organizational and Board direction, accreditation standards, funder requirements, and legislation.
- Establish and guide service excellence and innovation approaches that bring consistency and clarity across programs and sites.
- Identify and manage system‑level risks related to service delivery, workforce capacity, and client care, and advise the leadership team on emerging trends, pressures, and opportunities.
- Act as a senior decision-maker for service and innovation matters within delegated authority.
Reporting & Performance Management
- Lead the organization’s approach to performance management and impact measurement.
- Oversee accreditation readiness and continuous quality improvement (e.g., CARF).
- Ensure meaningful indicators are in place for service quality, client experience, workforce sustainability, and outcomes.
- Review and interpret service, workforce, and outcome data to identify trends and opportunities for improvement.
- Prepare and present clear, actionable reports to the Executive Director, Board, funders, and accreditation bodies.
Operational Leadership
- Provide oversight of client-facing services, innovation initiatives, and enabling systems to ensure quality, sustainability, and responsiveness.
- Lead and sponsor major service redesign and change initiatives, ensuring alignment with strategy, capacity, and resources.
- Oversee operational planning and budgets across portfolios, balancing demand, workforce capacity, quality, and fiscal accountability.
- Ensure clear structures, roles, workflows, and escalation pathways are in place and consistently applied.
- Ensure the organization remains responsive to changing client needs, sector expectations, and funding environments.
Workforce and Staffing Oversight
- Provide senior leadership and performance oversight to the Senior Manager, Service Excellence and Senior Manager, Innovation & Impact.
- Foster a culture that balances client experience, employee wellbeing, accountability, and performance.
- Build leadership capacity through coaching, clear expectations, and strong decision-making.
- Ensure consistent application of performance management at the senior level.
- Partner with People & Culture on succession planning, leadership development, and workforce sustainability.
Decision-Making Authority
- Make strategic and system level decisions related to service excellence, innovation priorities, quality frameworks, and risk.
- Approve service and innovation strategies, operational frameworks, and major change initiatives within delegated authority.
- Resolve complex, cross portfolio issues that exceed Senior Manager scope.
- Recommend significant service model changes, investments, and risk mitigation strategies to the Executive Director and Board.
QUALIFICATIONS
Education & Certification
- Postsecondary degree in human services, health care, social services, business, or a related field
Experience
- 10+ years of progressive leadership experience in community based, health, or social service environments, including senior management or director level accountability.
- Demonstrated experience overseeing complex service systems, quality frameworks, innovation initiatives, and organizational change.
- Strong knowledge of accreditation, governance, risk management, funding environments, and legislative requirements.
- Experience leading within unionized and multi stakeholder environments.
- Demonstrated ability to lead through others, integrate diverse portfolios, and steward organizational culture and performance.
Skills & Attributes
- Demonstrate strong self‑awareness, emotional intelligence, and composure under pressure; models reflective, grounded leadership.
- Build trust and alignment across complex organizational, political, and interpersonal environments.
- Bring a growth mindset—encouraging learning, innovation, and continuous improvement while maintaining discipline and accountability.
- Show resilience and perseverance through sustained complexity, ambiguity, and change.
- Set clear strategic direction and translates it into aligned systems, decisions, and follow‑through.
- Thinks both strategically and creatively, balancing adaptability with practical execution.
- Develop senior leaders intentionally through coaching, support, and high expectations.
Compensation
- Annual salary of $112,185 - $121,340 commensurate with experience and qualifications.
- Comprehensive Benefits Program including Health and Dental, Long-Term Disability Plan and a Director Retirement Savings Program.
Other Details
- Serves as a secondary signing officer for ILS.
- Occasional travel within Simcoe County is required.
- Occasional evening work is required.
This is a full-time, permanent position.
We do not use AI in our recruitment process.
We do not use AI in our recruitment process.
In keeping with our continuing efforts towards greater representation, we welcome applicants with relevant lived experience and candidates with a broad reflection of identities including Black, Indigenous, People of Colour (BIPOC), 2SLGBTQI+, age, abilities and socioeconomic background.
In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), ILS provides accommodation, accessible formats, and communication supports at all stages of the hiring process. We ask applicants to make their needs known in advance by contacting [email protected] or phoning (705) 737-3263.
ILS offices are located in Simcoe County. We acknowledge that the land on which we work in is the traditional territory of the Anishinaabek Nation. The Wendat and the Haudenosaunee Nations have also walked on the territory over time. We acknowledge the enduring presence of Indigenous people and are grateful to have the opportunity to be present in the territory.
Please note, only successful candidates will be contacted.
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