Director, Community Services

Mission Contribution: The Director of Community Services advances the mission of Goodwill Industries of the Valleys by ensuring individuals and families have access to effective, coordinated pathways to education, employment, and economic stability through the design and leadership of Career Navigation services, stewardship of Melrose Plaza as a community hub, and strategic collaboration with partners. By exercising disciplined leadership, building strong teams, and emphasizing measurable outcomes, this role translates mission into durable systems rather than short-term activity and reinforces Goodwill's commitment to dignity, opportunity, stewardship, and the improvement of the community's Social Determinants of Health.

Summary: The Director of Community Services provides strategic and operational leadership for Career Navigation, Melrose Plaza, and related community-based initiatives that advance Goodwill Industries of the Valleys' mission. The role leads cross-functional teams, builds and sustains strategic partnerships, ensures alignment with accreditation and compliance standards (including CARF), and emphasizes placing the right people in the right roles to achieve consistent execution and long-term impact. Through disciplined, data-informed decision-making and a focus on durable systems rather than individual heroics, the Director drives continuous improvement, provides backup support to other Community Impact leaders, and contributes to organizational alignment across programs, including support for The Excel Center as directed.

Essential Functions:

Strategic Leadership & Service Design

1. Translate organizational strategy into disciplined, executable operational plans for Career Navigation, Melrose Plaza services, and related community initiatives, ensuring alignment with Goodwill Industries of the Valleys' mission, Impact Services priorities, and long-term sustainability.
2. Demonstrate consistent, values-driven leadership by balancing humility and resolve-placing organizational mission, community outcomes, and team success above personal recognition.
3. Design, implement, and continuously improve Career Navigation services that are distinct, complementary, and non-duplicative of services offered by partners across the territory, with clear value propositions for participants and referral partners.
4. Apply an outcomes-driven approach to service delivery, using data and evidence to shift focus from activity-based measures to validated improvements in employment, education, and social determinants of health, where applicable.
5. Confront operational and performance realities directly while maintaining confidence in long-term success through disciplined planning, iteration, and learning.

Career Navigation Program Oversight

1. Provide operational and strategic oversight of Career Navigation services, including intake, assessment, individualized planning, training alignment, employment connection, follow-up, and evaluation in accordance with documented program standards and accreditation requirements.
2. Direct Career Navigation strategy and execution using the Opportunity Accelerator model, as applicable, to prioritize efforts, sequence interventions, and align services with organizational goals and community workforce needs.
3. Ensure Career Navigation services are individualized, participant-centered, and responsive to labor market conditions, partner capacity, and participant goals.
4. Establish clear expectations, systems, and standards that enable staff to deliver high-quality services consistently without reliance on heroics.
5. Ensure Career Navigation services are aligned with all applicable CARF standards, maintaining readiness for review and continuous compliance.
6. Monitor program performance, enrollment trends, and outcomes; identify gaps and implement corrective actions to improve reach, effectiveness, and sustainability.

Strategic Partnerships & Community Integration

1. Develop, formalize, and steward strategic partnerships with employers, workforce organizations, and related entities to expand access, reduce duplication, and strengthen participant outcomes.
2. Define roles, referral pathways, and service boundaries with partners to ensure Career Navigation services complement rather than compete with existing community offerings.
3. Exercise disciplined judgment in selecting and maintaining partnerships, prioritizing those that align with mission, outcomes, and long-term community value.
4. Represent Goodwill Industries of the Valleys in community and industry forums, partner meetings, and collaborative initiatives, modeling professionalism, stewardship, and trust-building.

Melrose Plaza & Wellness on Melrose Operations

1. Provide management oversight for assigned Guest Services staff to ensure the effective daily operation of Melrose Plaza and Wellness on Melrose, including guest experience, event support, wayfinding, and service referrals.
2. Ensure Guest Services operations function as reliable, well-designed systems that support tenants, partners, and programmatic activity while maintaining safety and service standards.
3. Collaborate with internal teams and external partners to coordinate programming, events, and wellness activities hosted within Melrose Plaza, reinforcing clarity, consistency, and positive community experience.

Staff Leadership & Supervision

1. Recruit, onboard, supervise, coach, and evaluate assigned staff across Career Navigation, Guest Services, and Data Administration functions, ensuring the right people are placed in the right roles.
2. Build strong teams through clear expectations, regular feedback, accountability, and investment in professional growth.
3. Foster a culture of discipline, ownership, collaboration, and continuous improvement aligned with organizational values and service standards.

Data Administration, Reporting & Continuous Improvement

1. Oversee staff responsible for data administration, case management documentation, and reporting across Career Navigation, Melrose Plaza, and related initiatives.
2. Ensure accurate, timely, and compliant data entry and reporting to support internal decision-making, funder requirements, accreditation, and external stakeholders.
3. Serve as the lead for CARF-related reporting for Career Navigation and related services, coordinating documentation, performance data, and narratives as directed.
4. Participate in and support organizational and Impact Services strategic planning efforts, including contributing to long-term strategy and leading the development of annual plans, priorities, and performance goals for assigned programs.
5. Use data, qualitative feedback, and honest performance assessment to inform program adjustments, resource allocation, and strategic planning.
6. Reinforce the use of data as a tool for learning and improvement, not solely for compliance.

Excel Center & Cross-Program Support

1. Support the operations of The Excel Center as directed, including coordination with Career Navigation, data reporting, partnerships, and special initiatives.
2. Serve as a backup to the Senior Director of Impact Services, providing continuity of leadership, sound judgment, and operational oversight when needed.
3. Contribute to cross-program alignment and problem-solving, prioritizing organizational effectiveness over silos.

Compliance, Stewardship & Other Duties

1. Ensure compliance with all applicable policies, regulations, accreditation standards, and contractual obligations.
2. Support budget planning, responsible stewardship of resources, and disciplined use of funds within assigned areas of responsibility.
3. Perform other duties as assigned to support evolving organizational, operational, and community needs.

Minimum Qualifications:

• Strong leadership and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
• Exceptional communication and presentation skills, capable of conveying complex information clearly to diverse audiences.
• Strategic thinking and problem-solving capabilities to drive projects toward successful outcomes of the full life cycle of the project.

Required Certificates, Licenses, Registrations, Experience:

• High school diploma or equivalent required, Bachelor's degree preferred.
• Must be able to successfully complete any assigned Goodwill training within the required period of time upon employment.

Special Requirements:

• Personal vehicle usage is required for this position, including a reliable vehicle, a valid driver's license, and the ability to provide proof of insurance for driving on company business.
• An acceptable motor vehicle record, based on Goodwill guidelines, is required for driving a personal or company vehicle.
• Must provide a cell phone for specified work responsibilities, including the use of a phone-based application for authentication.
• A high-speed, reliable broadband internet connection is required for job functions.
• Must successfully complete a state background investigation and drug screen.

Physical Requirements:

The physical and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop; kneel; crouch, or crawl; talk or hear.
• Able to lift, push, pull, carry, or otherwise move up to forty (40) pounds regularly without support. For weight over forty (40) pounds, request additional team member assistance as needed.

Work Environment:

• Office and public-facing environment.
• While performing the duties of this job, the employee may be exposed to heat, cold, and adverse weather conditions during events.
• The noise level in the work environment is typically low to moderate, though it may vary based on the events or peak visitor times.

Empowering Individuals * Strengthening Families * Inspiring Communities