Head of Veteran Services & Client Experience

CNM; Rockwall (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Patriot PAWS in Rockwall, TX seeks a Director of Client Services to lead the client experience from application through lifelong partnership with a service dog. This leadership role oversees a small team, manages an active caseload, and partners with executive leadership to shape program direction.

The ideal candidate has 5+ years in program management, strong supervision, and a proven ability to build collaborative teams delivering trauma-informed, veteran-focused services. Travel as needed.

Qualifications

• 5+ years in program management, case management, or related field
• Proven experience supervising a team
• Strong organizational skills with multiple cases and deadlines
• Ability to travel as needed for events and partnerships
• Experience with veterans, disabilities, or trauma-informed care is a plus

Responsibilities

• Develop, implement, and evaluate all client-facing programs, including application, waitlist management, client matching, placement, recertification, and long-term support.
• Design and implement strategies to improve client readiness, training effectiveness, and long-termpartnership success between veterans and their service dogs.
• Ensure compliance with ADI standards and integrate trauma-informed care and disability services.
• Analyze trends in client needs and program outcomes to inform continuous improvement and report findings to leadership.
• Stay current on emerging practices related to assistance dogs and veteran populations served.
• Lead ongoing strategic planning for client services in collaboration with the Executive Director.

Skills

Team leadership

Client services

Program development

Data & reporting

Communication

Travel readiness

Tools

CRM platforms

Microsoft Office

Job description

Patriot PAWS in Rockwall, TX seeks a Director of Client Services to lead the client experience from application through lifelong partnership with a service dog. This leadership role oversees a small team, manages an active caseload, and partners with executive leadership to shape program direction.

The ideal candidate has 5+ years in program management, strong supervision, and a proven ability to build collaborative teams delivering trauma-informed, veteran-focused services. Travel as needed.