Director of Veteran Client Services & Programs

AgUpdate; Rockwall (TX); On-site; USD 90,000 - 140,000; Full time

Job summary

The Director of Client Services at Patriot PAWS leads the entire client experience from initial application to lifelong partnership with a service dog. They oversee an active caseload, supervise a small client services team, and serve as the senior point of contact for engagement and case management.

As part of the leadership team, this role shapes program direction, ensures trauma-informed care and ADI standards, and keeps the Veteran and First Responder experience at the center of every

Qualifications

• Minimum of 5 years of experience in program management, case management, or a related field.
• Demonstrated experience managing clients or participants through a structured program from intake to completion.
• Proven supervisory experience with the ability to lead and develop a team.
• Willingness to travel for events, client visits, and partnership development.

Responsibilities

• Develop, implement, and evaluate all client-facing programs, including application, waitlist management, client matching, placement, recertification, and long-term support.
• Provide client education to ensure effective handling and care for their service dog.
• Supervise the Veteran Coordinator, Client Training Instructor, and other client-facing staff.
• Cultivate and maintain strategic partnerships with veteran organizations, medical providers, VA facilities, and community agencies.
• Oversee the planning and execution of all Veteran Service Dog Graduations, quarterly Boot Camps, and team recertifications.
• Track KPIs, maintain client records, and report program results to leadership.

Skills

Program management

Case management

Supervisory experience

Travel readiness

Tools

CRM platforms

Job description

The Director of Client Services at Patriot PAWS leads the entire client experience from initial application to lifelong partnership with a service dog. They oversee an active caseload, supervise a small client services team, and serve as the senior point of contact for engagement and case management.

As part of the leadership team, this role shapes program direction, ensures trauma-informed care and ADI standards, and keeps the Veteran and First Responder experience at the center of every