Retrieving Independence
Client Experience Manager
Retrieving Independence
Job Summary
The Client Experience Manager is responsible for the successful management of the entire working dog client’s journey with the organization. This includes the initial inquiry and discovery phase, the matching and pre-placement process, the 7-day service dog training camp, and life-time follow-up.
Job Responsibilities
Case Management and Record-Keeping:
- Process applications for clients applying for a working dog, complete necessary interviews, work with relevant staff to determine client suitability for program, and compassionately communicate approval and denial decisions.
- Maintain detailed records for each client, including matching information, contracts, fees due, training, and post-care
- Work collaboratively with relevant staff to manage post-placement care to include monthly communication, in-person check-ins, and evaluations.
- Ensure client check-in forms go out monthly for first year of placement and ensure client completes required evaluations annually.
- Adhere to all ADI guidelines regarding detailed record-keeping and files.
- Assist recipients in setting up, managing, and promoting fundraising campaigns.
Planning and Coordination of Recipient Training Camps:
- Schedule, coordinate, plan and execute training camps and seminars for RI clients, working with relevant staff and external support to create a comprehensive program and materials.
- Prepare the camp training camp and seminar schedules for clients – to include attending, checking in each day with clients for concerns or problems, how bonding is progressing with their dogs, and ensuring required assessments and skills tests are given to each client.
- Attend and assist where needed during camps and seminars – to include checking in each day with clients for concerns or problems and how bonding is progressing with their dogs.
Collaboration and Participation in Organizational Processes
- Collaborate with Director of Training Program to ensure training of client-specific needs and progression towards proficiency before placement.
- Participate in collaborative team discussions with all relevant training staff to ensure the best match and fit of the working dog based on the needs of the client.
- Periodically attend prison training days to evaluate dogs in-training to provide input on matching potential for current client applicants.
- Adhere to all ADI guidelines and all RI procedures and practices.
- Other duties as assigned.
Qualifications
Education: College degree (BS/BA). Professional dog training certification preferred (KPA CTP, CPDT, etc.), but not required. Must be willing to pursue professional certification.
Experience: Minimum of 5 years related experience, with a demonstrated ability for strong communication and ability to work across teams to ensure an excellent recipient outcome. Experience of working with vulnerable populations in case management and/or experience of working with dogs is preferred, but not required.
Other: Proficient with MS Office software, including Word, Excel, PowerPoint, and Outlook. Experience with additional platforms such as DocuSign and Kindful is preferred but not required.
This position reports to the Director of Training Program.
Additional Information
Benefits
Salary between $40,000-$50,000 annually, DOE, with a 75% employer contribution healthcare stipend and generous PTO.
This is a full-time position with flexible hours and some remote work options available.
Some Saturday availability is required, and some functions of the position require presence at RI’s headquarters, located at the Honey Alexander Center in downtown Nashville.
How to Apply
Send a resume and cover letter to Lauren Dougall at lauren@riservicedogs.org and include “Client Experience Manager” in the subject line.
Details
- Date Posted: April 10, 2025
- Type: Full-Time
- Job Function: Administrative
- Service Area: Animal Welfare
- Start Date: 05/05/2025
- Salary Range: $40,000-$50,000 DOE
- Working Hours: 40 hrs/week with flexible, hybrid schedule