Director of Client Outcomes and Innovation

Position: Director of Client Outcomes and Innovation [Full Time]
Job Title:

Director of Client Outcomes and Innovation [Full Time]
Program:  Director, Programs
Position Class:  Scale 1, 2

Reports to:

Executive Director

Hours:

37.5 hours / week, Monday-Friday (8:30-4:30)
Type:  Regular, Full Time
Salary Range:  $90,382 - $97,402 / yr + fully funded benefits after 3-month probation
About CVIMS
Central Vancouver Island Multicultural Society (CVIMS) is a non-profit settlement organization located in Nanaimo, B.C., Canada. Established in 1979, CVIMS provides support to newcomers and refugees. Services include settlement, employment, family, language and community programs. We are client-driven and committed to being accessible and responsive to, as well as reflective of, our diverse community.

Job Summary
The Director of Client Outcomes and Innovation is responsible for the full scope of client services at CVIMS, including strategic oversight, project planning, delivery and evaluation. Leading multiple program teams, this position ensures service excellence, oversees department projects, and drives the digital transformation of client services. The Director of Client Outcomes and Innovation work closely with the Executive Director to ensure all client service initiatives align with CVIMS’ mission, leveraging partnerships and working towards long-term strategic goals.

Bringing a strong background in project management, organizational leadership, and program innovation, success in this position is gained by a proven ability to deliver complex initiatives in a collaborative, community-based environment.

Key Responsibilities
Leadership and Mentoring

Serve as a key member of the senior leadership team, contributing to strategic planning, policy enhancements, team development and cross-departmental alignment.

Mentor the 6-8 program Team Leads who oversee frontline staff in multiple service areas. Maintain active involvement to ensure decisions are informed and equitable.

Collaborate to maintain high quality, trauma informed programming and ensure Teams Leads consult on significant decisions affecting compliance, finances, contracts or CVIMS mission.

Ensure service delivery that aligns with organizational goals and strategic directions. Liaise with the Executive Director regarding key decisions affecting client services.

Foster a collaborative and inclusive environment that strengthens connections between various programs and service areas.

Coach programming teams towards best outcomes for clients while reflecting CVIMS values of equity, cultural humility and client-centered practice.

Provide leadership to address operational challenges and implement organizational improvements. Ensure ongoing training on policies, procedures, digital tools and best practices for delivering client services.

Conduct performance evaluations and continuous feedback for Team Leads, ensuring that performance objectives are aligned with organizational goals.

Ensure adherence to confidentiality, code of ethics and all other professional codes of conduct

Program Oversight and Evaluation

Work with the Executive Director to set program priorities, strengthen internal reporting systems, create strategic objectives, and long-term vision for CVIMS client services.

Ensure client service programs comply with relevant legal, privacy and regulatory requirements.

Complete high quality program reports, dashboards, and outcome summaries for senior leadership, Board of Directors, funders and community partners.

Develop and implement an agency-wide framework and performance measurement strategy to ensure programs meet client needs, follow best practices, align with strategic directions and funder requirements.

Establish KPIs and outcome measures across client services to facilitate data-driven decision making by ensuring CVIMS has access to meaningful, actionable insights, trends, successes and opportunities.

Evaluate and refine processes to drive accessibility, efficiency, and innovation.

Strategic Planning and Innovation

Work closely with both the Executive Director and Director of People & Finance to align operations, finances and strategic objectives.

Provide timely and data driven insights to the leadership team to better…