Director of Workforce Planning and Client Experience

About Kind Behavioral Health

Kind Behavioral Health is a leading provider of Applied Behavior Analysis services, dedicated to improving the lives of children with autism spectrum disorder (“ASD”).We provide life-changing treatment to children with ASD, providing outstanding quality care, and delivering exceptional clinical outcomes, in an environment in which all are encouraged to THINK BIG, HAVE FUN, DO GOOD, and BE KIND. We deliver treatment through individualized care plans, and target socially significant behaviors, enabling the clients we serve to lead more independent, fulfilling lives.

Position Overview:

As a growing organization, we are looking to bring on a Director of Workforce Planning and Client Experience who will oversee our workforce planning capabilities and our organization’s intake and scheduling functions, which are key drivers enabling us to expand access to high-quality care. Reporting directly to the COO, this individual will tremendously impact our ability to better serve more clients and better support team members by ensuring the efficiency, timeliness, and scalability of our client-facing systems and processes. You will be expected to have strong analytical skills and build dashboards and visualizations to provide strategic, innovative recommendations. You will partner closely with our Regional Directors of Operations, our talent acquisition team, and our business development team to ensure we proactively draw clients and team members into services to maximize our reach and impact. You will be a senior leadership team member at Kind Behavioral Health and have company-wide visibility across all functions and stakeholders.

Role/Responsibilities:

• Provide direct management of intake and scheduling team members
• Lead and manage all workforce planning efforts, aligning resources with demand and optimizing the intake, scheduling, and assignment process to ensure smooth and timely service delivery.
• Analyze and optimize business processes, systems, and data to improve operational efficiency and drive business growth
• Own development and circulation of all related data/dashboard/reporting to leadership and stakeholders
• Ensure that Kind Behavioral Health has a world-class / best-in-industry client intake experience and path to services
• Oversee the process and experience of the new client intake experience from application to start of services
• Formalize documentation of all current intake and scheduling process workflows and oversee training of related stakeholders on any implemented systems changes/upgrades
• Partner with Business Development to identify areas of greatest client need over the near-term and long-term, ensuring proper prioritization of demand generation and referral source outreach efforts across geographies, supporting both existing market and new market needs
• Partner with the Intake Team to drive access to ASD diagnoses and enhance our ability to assess whether we are best positioned to serve prospective clients; bolster process and options in instances in which best to refer out
• Key Performance Metrics will include client NPS, intake yield/throughput, Intake speed to service, utilization of RBT availability, and net growth in client census and service volumes
• Develop and maintain a culture of collaboration, feedback, and excellence, ensuring a positive and productive work environment
  
  
  

Qualifications:

• Strong analytical skills with experience in data visualization, reporting, and dashboard creation (e.g., Power BI, Tableau, Excel)
• Proven experience in workforce planning, operations management, or a related field, ideally within a healthcare or client-facing service environment
• Experience leveraging technology (e.g., CRM systems, practice management software, scheduling software) to drive automation, efficiency, and consistency in intake and/or scheduling functions, including new platform evaluation, selection, and implementation
• Preferred experience delivering a world-class client/patient/customer experience
• Excellent problem-solving abilities with a focus on process improvement and operational efficiency
• Strong leadership capabilities and experience managing cross-functional teams to achieve organizational goals.
• Excellent communication skills, both written and verbal, with the ability to present complex data to non-technical stakeholders and senior leaders.
• Ability to navigate complexity in a fast-paced and rapidly changing environment
• Ability to project manage and effectively communicate system-level change in a people-centric organization
• Bachelor's degree required; advanced degree (MBA, MHA, etc.) preferred
• Willingness to travel 4-6 times annually
  
  
  

What We Offer:

• Opportunity to be a key player in a rapidly growing organization with a mission-driven purpose.
• Exposure to senior leadership and company-wide visibility across all functions and stakeholders.
• A collaborative and innovative work culture focused on improving the quality of care and workforce satisfaction. Including quarterly onsite collaboration sessions to THINK BIG with KBH stakeholders.
• Full-time, salaried position with flexibility to work remotely. Kind Behavioral Health’s corporate office is in Raleigh-Durham, NC, so local candidates are a plus.
• Competitive benefits package including dental, vision, health, 401k matching, and PTO.