Director of Case Management

Job Title: Director of Case Management Location: South Africa Job Type: Full-Time, Remote Working Hours: US Hours (9am-5pm EST) Salary: R45 000 - R 60 000 We are looking for an experienced and highly capable Director of Case Management to lead and manage a large team of Case Managers / Client Success Coordinators. This is a hands-on leadership role responsible for driving team performance while ensuring a consistently high standard of service to clients, families, and therapists. The successful candidate will be a strong people manager who can lead a sizeable team, manage performance and KPIs, coach and develop employees, handle complex client escalations, and ensure effective coordination across operational teams. Requirements Lead and manage a large team of Case Managers / Client Success Coordinators . Set clear performance expectations and ensure team members consistently meet service standards. Monitor and manage team KPIs, productivity, quality, and performance metrics . Conduct regular coaching, performance discussions, and development sessions. Provide ongoing guidance, support, and accountability to team members. Identify performance gaps and implement appropriate improvement plans. Manage complex and sensitive client, family, and therapist escalations . Handle difficult conversations professionally, calmly, and empathetically. Ensure client concerns are resolved efficiently and appropriately. Maintain a high standard of client service and overall customer experience.