Director, Experience, Access & Resource Navigation

Easter Seals Southern California, Inc.

Ontario (CA)

On-site

USD 101,000 - 126,000

Full time

14 days+

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Job summary

Easterseals Southern California is seeking a mission-driven Director, Customer Success & Resource Navigation to lead ESSC’s customer success and resource navigation functions, ensuring timely, accurate, and person-centered support. You will build strategic partnerships with regional centers, healthcare systems, and community partners to improve access and service experiences.

Reporting to the VP, Experience & Service Excellence, the role emphasizes governance of navigation frameworks, service

Qualifications

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.

Responsibilities

Provide strategic and operational leadership for customer success, resource navigation, service access, and service recovery.
Lead the Customer Success Department, establish performance standards and navigate partnerships with regional centers and healthcare systems.
Develop and execute enterprise strategies to support access, engagement, and service excellence across ESSC.
Ensure compliance with laws, regulations, policies, and program requirements; manage complex customer concerns and escalations.