Director of Admissions and Customer Experience

Elwyn; Monrovia (CA); On-site; USD 130,000 - 145,000; Full time

Benefits offered by this job

Generous Paid Time Off

Comprehensive Medical/Dental/Vision

Earned Wage Access/On-Demand Pay

Paid On-the-Job Training

Tuition Reimbursement

Career Advancement Opportunities and 4

Flexible Schedules

Retirement Savings Plan

Job summary

Elwyn in California seeks a Director of Admissions and Customer Experience to lead admissions, occupancy strategies, and partnerships with regional centers and community stakeholders.

The role focuses on growing census, ensuring high-quality customer experience, and aligning efforts with organizational goals and regulatory standards.

Qualifications

• Bachelor's degree required; Master's preferred.
• Five years of experience in California IDD services.
• Three years of supervisory experience in residential services.
• Valid driver's license with acceptable driving record.

Responsibilities

• Develop and maintain strategic partnerships with Regional Centers and community partners.
• Lead admission and intake strategies to ensure timely placement within capacity goals.
• Monitor occupancy levels across Elwyn California IDD services to maximize utilization.
• Oversee customer experience initiatives to ensure high-quality service delivery.
• Identify and pursue business development opportunities to expand services and growth.
• Drive census growth through outreach and referral development and market analysis.

Skills

Stakeholder engagement

Strategic partnerships

People management

Data-driven decision making

Education

Bachelor's degree

Master's degree

Job description

Overview

Monday-Friday

$130,000-145,000 anually

Join a Team That Changes Lives

For more than 170 years, Elwyn has been leading the way in supporting children, teens, and adults with autism, intellectual and developmental disabilities, and behavioral health challenges. As a mission-driven nonprofit, we’re here to create real change – helping people lead meaningful, fulfilling lives.

Now, we’re looking for passionate team members to join us. Here, your work will change lives – including your own. You’ll make an impact every day, find purpose in what you do, and grow in a career that truly matters.

At Elwyn, we take care of you while you care for others. We offer:

• Generous Paid Time Off
• Comprehensive Medical/Dental/Vision Benefit Packages
• Earned Wage Access/On-Demand Pay
• Paid On-the-Job Training
• Tuition Reimbursement
• Career Advancement Opportunities and Growth
• Flexible Schedules
• Retirement Savings Plan

Join us and be a part of something bigger.

Job Description

The The Director of Admissions and Customer Experience drives organizational growth and operational excellence by leading admission and occupancy strategies, managing census development, and cultivating strategic partnerships with referral sources and community stakeholders. Oversees business development initiatives to expand services and strengthen market presence, while championing a high-quality customer experience that reflects the organization’s commitment to the individuals it serves. Leverages data and performance metrics to identify trends, guide decision-making, and implement continuous improvement across admissions, occupancy, and stakeholder engagement functions. Serves as a key liaison between internal leadership and external partners, fostering trust, transparency, and coordinated efforts that advance sustainable census growth and long‑term organizational success.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develop and maintain strategic partnerships with Regional Centers and community partners to strengthen relationships and drive program growth.
• Lead admission and intake strategies to include following for first 30 days of admission to ensure timely, efficient placement of individuals while aligning service capacity with organizational goals.
• Monitor and manage occupancy levels across all Elwyn California IDD services, implementing proactive strategies to maximize utilization and maintain target census levels.
• Oversee customer experience initiatives to ensure high-quality service delivery, responsiveness to stakeholder needs, and overall satisfaction of individuals served and their families.
• Identify and pursue business development opportunities that expand service lines, increase presence, and support organizational growth objectives.
• Drive census growth through targeted outreach, relationship management, referral development, and market analysis to achieve occupancy and revenue targets.
• Engage stakeholders through regular communication, collaboration, and partnership‑building efforts to foster trust, transparency, and positive outcomes.
• Collaborate with operational and clinical leadership to align admission, occupancy, and growth strategies with organizational priorities and quality standards.
• Represent the organization at industry events, community forums, and stakeholder meetings to promote services, strengthen partnerships, and enhance organizational visibility.
• Establish performance metrics and accountability measures related to admissions, occupancy, stakeholder engagement, customer satisfaction, and business development outcomes in collaboration with the ECA QI team.
• Serve as a key liaison between internal teams and external stakeholders to ensure coordinated efforts that support growth, retention, and exceptional service delivery.
• Follows all current Elwyn policies and procedures of Elwyn.
• Ensures adherence to all applicable Regional Center, Department of Developmental Service (DDS) and Community Care Licensing (CCL) regulations, requirements and performance expectations.
• Other duties as assigned

QUALIFICATIONS

• Bachelor's degree required, Masters degree preferred.
• Must possess a current, valid driver's license in the state of residence, have a minimum of two (2) years of driving experience within the United States, and have an acceptable driving record, which will be assessed through a review of the Division of Motor Vehicles (DMV) record, in accordance with Elwyn’s Vehicle Operation and Driver’s Code Policy 905. For individuals licensed for more than two (2) years, the driving record will be reviewed for acceptability based on the past three (3) years. Additionally, employees required to drive as part of their job may need to successfully complete and pass an Elwyn Road Test before being authorized to drive.
• Five year experience working in California IDD services required; 3 years supervisory experience in residential services required.

Equal Opportunity Employer

Elwyn is an Equal Opportunity Employer.

Elwyn does not discriminate on the basis of race, color, religion, creed, ancestry, pregnancy status, medical condition, gender, gender identity or expression, genetic information, sexual orientation or identity, age, national origin, citizenship, handicap status, marital or family status, mental or physical disability, perceived disability, military or veteran status, political activities or affiliations, or any other characteristic protected under applicable federal, state or local law, ordinance, or regulation.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [e-mail] let us know the nature of your request and your contact information.

Know Your Rights: Workplace discrimination is illegal