Independent Living Services Simcoe CountyDirector, Client Experience, Innovation & ImpactPermanent Full-TimeOur Values: Care and Compassion, Empowerment, Innovation, Respect and Inclusivity
Who we are:Independent Living Services Simcoe County (ILS) is a leading Ontario Health funded Not for Profit Agency providing support and services to adults wishing to live independently and well in their homes. Through our programs and services, we are able to assist adults living with permanent physical disabilities and seniors aging at home lead dignified, productive and independent lives. You can learn more by visiting
/>What you would be doing:The Director, Client Experience, Innovation & Impact is a key member of the Senior Leadership Team, providing strategic leadership in the delivery of client‑centred care. This role ensures services are high‑quality, responsive, and aligned with the needs and priorities of clients and communities. Working collaboratively across the organization, the Director translates Board‑identified priorities into clear direction, effective service models, and measurable outcomes.
This role ensures services remain consistent, adaptable, and focused on delivering meaningful outcomes.
KEY RESPONSIBILITIESGovernance and Service Excellence
Promote service models that respect client rights, dignity, equity, informed choice, and safety.
Provide leadership to ensure services and quality systems align with organizational and Board direction, accreditation standards, funder requirements, and legislation.
Establish and guide service excellence and innovation approaches that bring consistency and clarity across programs and sites.
Identify and manage system‑level risks related to service delivery, workforce capacity, and client care,



and advise the leadership team on emerging trends, pressures, and opportunities.
Act as a senior decision‑maker for service and innovation matters within delegated authority.
Reporting & Performance Management
Lead the organization’s approach to performance management and impact measurement.
Oversee accreditation readiness and continuous quality improvement (e.G., CARF).
Ensure meaningful indicators are in place for service quality, client experience, workforce sustainability, and outcomes.
Review and interpret service, workforce, and outcome data to identify trends and opportunities for improvement.
Prepare and present clear, actionable reports to the Executive Director, Board, funders, and accreditation bodies.
Operational Leadership
Provide oversight of client‑facing services, innovation initiatives, and enabling systems to ensure quality, sustainability, and responsiveness.
Lead and sponsor major service redesign and change initiatives, ensuring alignment with strategy, capacity, and resources.
Oversee operational planning and budgets across portfolios, balancing demand, workforce capacity, quality, and fiscal accountability.
Ensure transparent structures, roles, workflows, and escalation pathways are in place and consistently applied.
Ensure the organization remains responsive to changing client needs, sector expectations, and funding environments.




Workforce and Staffing Oversight
Provide senior leadership and performance oversight to the Senior Manager, Service Excellence and Senior Manager, Innovation & Impact.
Foster a culture that balances client experience, employee wellbeing, accountability, and performance.
Build leadership capacity through coaching, clear expectations, and strong decision‑making.
Ensure consistent application of performance management at the senior level.
Partner with People & Culture on succession planning, leadership development, and workforce sustainability.
Decision‑Making Authority
Make strategic and system level decisions related to service excellence, innovation priorities, quality frameworks, and risk.
Approve service and innovation strategies, operational frameworks, and major change initiatives within delegated authority.
Resolve complex, cross‑portfolio issues that exceed Senior Manager scope.
Recommend significant service model changes, investments, and risk mitigation strategies to the Executive Director and Board.
QUALIFICATIONSEducation & Certification
Postsecondary degree in human services, health care, social services, business, or a related field
Experience
10+ years of progressive leadership experience in community based, health, or social service environments, including senior management or director level accountability.
Demonstrated experience overseeing complex service systems, quality frameworks, innovation initiatives, and organizational change.
Strong knowledge of accreditation, governance, risk management, funding environments, and legislative requirements.
Experience leading within unionized and multi stakeholder environments.

📌 Director Of Client Experience, Innovation (Toronto)
🏢 Independent Living Services Simcoe County
📍 Toronto