OVERVIEW OF POSITION:The Director, Customer Success & Resource Navigation provides strategic and operational leadership for ESSC's customer success, resource navigation, service access, and service recovery functions. Reporting to the Vice President, Experience & Service Excellence, this role develops and executes enterprise strategies that support organizational experience, engagement, access, and service excellence goals.
The position leads the Customer Success Department and is responsible for systems, service standards, partnerships, navigation frameworks, and resources that help participants, families, associates, and community partners access timely, accurate, and person-centered information and support. In all responsibilities, the position demonstrates a strong commitment to ESSC's mission and values by supporting a high-quality, person-centered service environment.
ESSENTIAL FUNCTIONS:- Provides strategic leadership and oversight for ESSC's Customer Success and Resource Navigation functions, including organizational planning, departmental leadership, talent development, performance accountability, goals, strategic priorities, annual operating plans, and performance standards aligned with organizational objectives.
- Develops, executes, designs, and governs enterprise customer success, resource navigation, access, service recovery, service standards, entry points, escalation pathways, communication practices, and navigation frameworks that support consistent access and service navigation experiences across ESSC.
- Serves as the strategic owner of the WE ARE HERE platform and related navigation infrastructure, ensuring resources, tools, and digital experiences remain accurate, accessible, integrated, and responsive to stakeholder needs.
- Builds and sustains strategic partnerships with Regional Centers, healthcare systems, funding sources, schools, advocacy organizations, government agencies, and community partners to strengthen access, referrals, and service connections.
- Establishes, monitors, and reports customer success, resource navigation, access, service recovery, complaint, grievance, response time, and resolution measures; leverage feedback, survey results, operational data, and navigation measures to identify trends, remove barriers, inform decision-making, and recommend continuous improvement initiatives.
- Partners with service line and business leaders to improve access, navigation, communication, and responsiveness within participant and associate service journeys; provide leadership and escalation support for complex customer concerns, service recovery efforts, complaints, grievances, and navigation challenges.
- Follows applicable laws, regulations, policies, and procedures, and reports potential compliance or risk concerns through appropriate channels. Uses time, materials, equipment, and other resources responsibly and efficiently. Performs other duties as assigned.
EDUCATION:- Bachelor's degree required in Human Services, Social Work, Business Administration, Healthcare Administration, Public Health, Organizational Leadership, Nonprofit Management, Communications, or a related field.
- Master's degree preferred in Social Work, Public Health, Healthcare Administration, Business Administration, Organizational Leadership, Nonprofit Management, or a related field.
EXPERIENCE:- Minimum 10 years of progressively responsible experience in customer success, customer experience, participant services, healthcare administration, nonprofit leadership, service excellence, disability services, social services, resource navigation, or a related field.
- Minimum 5 years of supervisory, management, or leadership experience.
EXEPECTED NUMBER OF DIRECT REPORTS: Direct : 2 Ind: 5
KNOWLEDGE, SKILLS, ABILITIES:- Strong understanding of customer success, customer experience, participant engagement, service excellence, and resource navigation practices
- Working knowledge of Regional Center systems, healthcare navigation, developmental disability services, funding sources, referral pathways, and community resources.
- Exceptional relationship-building, collaboration, and stakeholder engagement skills.
- Excellent written, verbal, facilitation, and presentation skills.
- Strong analytical, reporting, and problem-solving capabilities, including the ability to translate data and customer feedback into actionable recommendations.
- Ability to lead through ambiguity and manage complex organizational priorities.
- Proficiency with Microsoft Office applications and applicable customer relationship, reporting, survey, and case management systems.
- Ability to maintain confidentiality, professionalism, discretion, and sound judgment.
- Ability to obtain and maintain criminal record and fingerprint clearance from the Department of Justice and Federal Bureau of Investigation in accordance with ESSC and/or program requirements.
- Ability to obtain and maintain a criminal record/fingerprint clearance from the Department of Justice and Federal Bureau of Investigation per Easterseals Southern California and/or program requirements.
- Ability to influence and sustain strategic partnerships across diverse internal and external constituencies.
- Must pass all drug testing required by ESSC.
PHYSICAL REQUIREMENTS IN ACCORDANCE WITH ADA:Occasional/ Up to 30 lbs.
Occasional/ Up to 3 hours per day.
Constant/ Up to 8 hours per day.
Occasional/ Up to 3 hours per day.
Up to 50%
- Repetitive Motion/Activity:
Keyboard activity, telephone use, writing.
Ability to view computer monitor and read newsprint.
Works primarily in an office, program, community, and/or home-based setting depending on role requirements.
