Director of Client Services

State of Colorado; Denver (CO); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical and dental coverage

Paid leave and holidays

Retirement through Colorado PERA

Public Service Loan Forgiveness

Job summary

The Office of the Colorado Child Protection Ombudsman in Denver seeks a Director of Client Services to lead a department that receives and assesses concerns, explains options to clients, and identifies opportunities to improve outcomes for Colorado’s children and families.

This hybrid leadership role reports to the Chief Executive Officer, supervises two lead analysts, and requires clear judgment, collaboration across departments, and a commitment to impartial, equitable service.

Qualifications

• Experience leading a department with managers and team leads.
• Strong collaboration across departments to align service delivery.
• Ability to interpret data and client experiences to inform decisions.
• Commitment to impartiality, confidentiality, equitable access, and respectful service.

Responsibilities

• Establish relationships with managers and staff to align responsibilities and standards.
• Provide leadership for two lead analysts and ensure accountability.
• Evaluate operations and identify opportunities to improve efficiency and client experience.
• Support sound judgment and timely resolution of complex client matters.
• Use patterns to identify systemic concerns and inform improvement efforts.
• Collaborate with leadership to align client services with organizational priorities.

Skills

Leadership

People management

Data interpretation

Impartiality

Collaboration

Communication

Job description

Lead with purpose. Make a difference for Colorado’s children and families.

About the Office

The Office of the Colorado Child Protection Ombudsman (CPO) is an independent state office established in statute to provide oversight of Colorado’s child protection system. The CPO serves as a neutral forum for people to raise concerns about child protection services and provides credible, system-level insight to state leaders. Through complaint review, investigation, and analysis, the CPO identifies patterns and recommends improvements that strengthen fairness, accountability, and outcomes for Colorado’s children, youth, and families. Housed within the Colorado Judicial Branch, the CPO operates independently from the agencies it reviews.

Agency Values

• Integrity – Transparent, impartial, and consistent
• Collaboration – Change through shared knowledge and partnership
• Equity – Systems responsive to diverse experiences and needs
• Curiosity – Continuous learning and reform
• Independence – Autonomy from the agencies reviewed

The CPO is seeking an experienced, thoughtful, and service-oriented leader to serve as its Director of Client Services. This position leads the department responsible for receiving and assessing concerns, helping clients understand available options, conducting objective reviews, and identifying opportunities for improvement within Colorado’s child protection system.

The Director will lead and manage an established department that handles complex, sensitive, and often urgent matters affecting children and families. Working through two mid-level managers, the Director will establish clear expectations, strengthen service practices, support sound decision-making, and ensure employees have the direction and resources needed to perform effectively. The successful candidate will balance empathy with objectivity, individual client needs with systemic responsibilities, and responsive service with consistent departmental standards.

What You Will Accomplish

During your first year, you will:

• Establish strong working relationships with the department’s managers and employees while developing a clear understanding of its responsibilities, workflows, and service standards.
• Provide effective leadership for and through two lead case analysts, creating clear accountability for employee performance, workload management, professional development, and consistent service delivery.
• Evaluate departmental operations and identify practical opportunities to improve efficiency, quality, consistency, and the client experience.
• Strengthen the department’s approach to complex client matters by supporting sound judgment, objective review, effective communication, and timely resolution.
• Use client-service information and emerging patterns to help identify systemic concerns and inform CPO’s broader improvement efforts.
• Collaborate with CPO leadership and other departments to align client services with organizational priorities, statutory responsibilities, and performance expectations.

The successful candidate will be an experienced team leader who can provide direction and accountability while maintaining a supportive, collaborative working environment. You will be comfortable leading and supervising a department, managing and developing team leads, making thoughtful decisions in complex situations, and helping employees perform emotionally demanding work with consistency and professionalism.

What you will bring:

• Leadership experience that includes managing employees, strengthening performance, and supporting professional development.
• The ability to lead an established department through team leads/managers, with clear expectations, appropriate delegation, and consistent follow-through.
• Sound judgment when addressing complex, sensitive, or high-impact matters involving children, families, professionals, and public systems.
• Experience improving departmental practices, workflows, service quality, or organizational performance.
• Strong interpersonal and communication skills, including the ability to listen carefully, communicate difficult information, and build productive working relationships.
• The ability to interpret information, identify patterns, and use data and client experiences to inform decisions and organizational improvement.
• A commitment to impartiality, confidentiality, equitable access, and respectful service.
• The ability to collaborate across departments and contribute as a member of the organization’s leadership team.

Reports To:

Child Protection Ombudsman (Chief Executive Officer)

Work Environment

This is a hybrid leadership position based in Denver, Colorado. Periodic statewide travel is required.

The role requires resilience, professionalism, and the ability to respond thoughtfully to urgent or sensitive matters while maintaining focus on long-term organizational effectiveness and agency priorities.

Benefits and Equal Opportunity

The position includes a comprehensive State of Colorado benefits package, including medical and dental coverage, paid leave and holidays, retirement through Colorado PERA, and eligibility for Public Service Loan Forgiveness.

• medical and dental coverage
• paid leave and holidays
• retirement through Colorado PERA
• eligibility for Public Service Loan Forgiveness

The Office of the Colorado Child Protection Ombudsman is an equal opportunity employer and is committed to full inclusion and reasonable accommodations.

Click here for information on employee benefits.

Conditions of Employment:

• This is a national recruitment open to applicants residing in the United States.
  • The selected candidate must reside in Colorado within the first 30 days of employment, preferably within 100 miles of Denver. Relocation assistance or reimbursement is not provided for this position.
• Employment is contingent upon successful completion of a criminal and personal background check.
• Employment is also contingent upon successful completion of the Colorado TRAILS background check process.