Client Experience Manager

Client Experience Manager

Reports to: Director of Client Services

Work Environment: Oklahoma City, OK

Summary:

The Client Experience Manager is vital to ensuring survivors receive a welcoming, seamless, and trauma-informed experience from their very first interaction with Palomar through the completion of their visit. This role leads Palomar’s Client Experience Team, overseeing the Administrators of First Impressions (AFIs), Hospitality Specialists, and Client Data Specialists to ensure every interaction reflects Palomar’s core values of empowerment, collaboration, and compassion.

You can expect to work directly with survivors, staff, volunteers, interns, and over 40 partner agencies. Your work will positively impact survivors of child abuse, elder abuse, trafficking, domestic violence, stalking, and harassment while creating an environment where every client feels welcomed, supported, and connected to the services they need.

Essential Job Duties:

• Supervise, hire, train, develop, and evaluate the Client Experience Team, including the Administrators of First Impressions (AFIs), Hospitality Specialists, Client Data Specialists, and volunteers or interns providing direct client support.
• Lead and continuously evaluate the client experience from initial contact through the completion of each visit, identifying opportunities to improve client flow, reduce barriers, and enhance service delivery.
• Foster a culture of hospitality by ensuring every client, visitor, volunteer, and community partner experiences a welcoming, survivor-centered, and trauma-informed environment.
• Develop, implement, and maintain consistent client experience standards, workflows, and best practices across all Client Experience Team functions.
• Coach and support staff through biweekly 1:1 meetings, regular team meetings, ongoing feedback, and debriefing following challenging client interactions.
• Lead the onboarding, training, professional development, and ongoing success of client-facing staff, volunteers, and interns.
• Coordinate team schedules to ensure appropriate staffing coverage, administrative time, training opportunities, and staff breaks.
• Oversee the daily operations of the Client Experience Team, proactively addressing staffing and operational needs to ensure a seamless, welcoming, and trauma-informed client experience.
• Provide backup support for front desk, hospitality, and client data operations during high-volume periods or emergency situations.
• Promote adherence to Palomar’s policies, procedures, confidentiality standards, and core values while maintaining safe, welcoming client spaces.
• Manage client-facing operations, including front desk systems, hospitality resources, operational supplies, technology, and documentation updates.
• Coordinate and manage inventory and ordering of hospitality resources, including weekly and monthly orders for the Comfort Café.
• Oversee data integrity, documentation quality, and compliance through documentation reviews, reporting spot checks, and quality assurance audits to ensure accurate reporting and adherence to agency and grant requirements.
• Analyze client feedback, exit survey results, operational trends, and service gaps to identify opportunities for continuous improvement and implement meaningful changes.
• Collaborate with other direct service teams and partner agencies to strengthen communication, improve client handoffs, and ensure seamless coordination of services throughout each client’s visit.
• Collaborate with the Director of Client Services to create and maintain a trauma-informed environment while supporting agency initiatives, strategic planning goals, and continuous process improvement.
• Attend agency-wide, direct services, leadership, and other assigned meetings.
• Maintain a high level of confidentiality regarding clients and related information.
• Perform other duties as assigned to support the mission and day-to-day operations of Palomar.

Position Requirements:

• Bachelor’s degree in social work, sociology, psychology, human services, or a related field, and at least one year of experience in victim services, social services, or a related field; equivalent relevant experience may be considered.
• Bilingual (English/Spanish) preferred.
• Knowledge of best practices related to domestic violence, sexual assault, stalking, human trafficking, and other crimes, including safety planning, trauma response, confidentiality, and victim-centered services.
• Ability to provide crisis intervention, navigate conflict, and respond to challenging situations with professionalism, compassion, and sound judgment.
• Ability to build and maintain positive, professional relationships with clients, staff, supervisors, partner agencies, volunteers, and community members while fostering an inclusive and collaborative environment.
• Ability to communicate effectively, both verbally and in writing, with clients, staff, supervisors, partner agencies, volunteers, universities, and the general public.
• Strong organizational, time-management, and problem-solving skills with the ability to prioritize competing responsibilities, take initiative, work independently, and adapt to changing circumstances in a fast-paced environment.
• Ability to provide and receive feedback while contributing to a culture of continuous improvement.
• Comfortable using technology and able to quickly learn new systems, including Salesforce and Google Workspace.
• Must successfully pass a background check.
• Must possess a valid Oklahoma driver’s license and maintain required auto insurance. 

Physical Requirements:

• Regularly required to sit and work at a computer for long periods of time in an office environment. 
• Lift/move/carry weight up to 25lbs.
• Must be able to hear and speak English.
• Visual acuity to read and draft reports, case notes, letters, etc. 
• Manual dexterity to use and operate a computer. 
• Noise level in the office is quiet to moderate; and a non-smoking environment.

Key Benefits:

• Prioritize your well-being with 100% employer-sponsored services, including:
  • Medical, dental & vision
  • Mental health services
  • Gym membership
• Retirement plan with up to 3% employer match
• 19 PTO days accrued (increases after two years of employment)
• 12 paid holidays and two self-care days
• Monthly engagement activities
• Pet-friendly offices
• Public service loan forgiveness
• Ongoing professional development opportunities
• Be a part of a growing agency with a new state-of-the-art Maps 4 building

To apply, please email your resume and cover letter to [email protected].