Assistant Director of Resource and Referral

Summary

Child Care Aware� of Missouri (CCAMO) is seeking a results-driven, customer-focused Assistant Director of Resource and Referral (R&R) to help lead our statewide R&R regional partners and Customer Service Representatives (CSRs). This role is central to implementing the Missouri Childhood Resource and Referral (MCRR) contract.

The ideal candidate will possess exceptional communication skills, strong expertise in quality control, and the ability to oversee and guide a remote team while upholding high performance standards. The Assistant Director of R&R should understand the significance of statewide coordination and how it plays a role in effective and impactful service delivery. The ideal candidate should thrive in a fast-paced, ever-changing environment, have a customer service mindset, and bring an outgoing, empathetic perspective to the role.

The Assistant Director of R&R is a new position funded by a state contract through the Department of Elementary and Secondary Education, Office of Childhood. Funding is provided through June 30, 2026, and may be renewed each year thereafter through June 30, 2030.

Duties

Responsibilities: The Assistant Director of R&R oversees and coordinates a statewide network of regional CSRs and statewide community partners in the delivery of MCRR services. Working closely with the Director of R&R, this position ensures efficient operations, exceptional customer service, and high team productivity. This role requires strong leadership skills, strategic thinking to drive system improvements, and a deep understanding of customer service delivery. The Assistant Director of R&R sets high performance standards, aligns operations with company objectives, and leads initiatives to enhance efficiency, customer satisfaction, and contractual success. This position reports directly to the Director of Resource and Referral.

Duties and Responsibilities:

• Collaborate with both the Director of R&R and the Chief of R&R to ensure effective implementation of the MCCR contract, including overseeing the delivery of basic and enhanced referral services, resource navigation, and child care subsidy components.
• Ensure families and community members receive accurate, timely, and high-quality information as part of the contract deliverables.
• Ensure contracted partner agencies and CSRs adhere to CCAMO standards while delivering consistent statewide resource and referral services, including subsidy navigation.
• Adeptly navigate systems such as referral databases and relevant Missouri State systems (e.g., Child Care Data Systems database, Missouri Family Resources).
• Operate call center phone systems and technologies.
• Possess a working understanding of state resources that families and stakeholders may need access to, such as the Child Care Data System (CCDS) for child care subsidy, TANF, WIC, and SNAP.
• Assist CCAMO?s R&R department in regularly establishing, reviewing, and updating. performance goals related to productivity, accuracy, efficiency, and customer satisfaction.
• Provide regular coaching and support to regional contracted partners to ensure they deliver high-quality services to families and child care providers.
• Conduct regular quality control checks of regional CSRs, including reviewing call logs, client follow-ups, and feedback surveys and use quality performance measurements to provide regular feedback to CSRs.
• Coordinate and oversee regional contracted partners to evaluate performance, identify areas for improvement, implement changes, share resources, and foster strong alliances within the region and networking across the state.
• Review monthly invoices from regional contracted partners to ensure accuracy and completeness.
• Work closely with other R&R Team Leads, and all Chiefs to improve communication across all departments and ensure smooth operations aligned with organizational goals.
• Assist in preparing weekly, monthly, and annual progress reports, status updates, and employee performance evaluations as prescribed by the funder and organization.
• Engage in the organization?s fundraising and friend-raising activities.
• Promote the Mission, Vision, Beliefs, and Values of CCAMO.
• Perform other duties as assigned

Requirements

Staff Competencies/Qualities:

• A Bachelor?s degree in Early Childhood Education, Communications, Human Services, or a related field.
• At least 2 years of supervisory, management, or employee coaching experience.
• Minimum of 3 years of experience in customer service, public service, early childhood education, or a similar field.
• Proficient in Microsoft Office.
• Knowledge of key performance indicators (KPIs) for high-quality customer service, including evaluating KPIs and improving service deliverables.
• Effective verbal and written communication skills with consistent application and understanding of Standard English grammar.
• Excellent interpersonal communication skills in both program and outreach settings, including active and reflective listening, nonjudgmental behavior, patience with customers and peers, and critical thinking.
• Strong time management and project management skills.
• Detail-oriented with excellent organizational and quality control abilities.
• Proficient in CRM systems such as HubSpot and comfortable tracking metrics and reporting outcomes.
• Ability to handle multiple tasks simultaneously; work independently and meet deadlines.
• Experience guiding and overseeing remote teams is a plus.
• Experience in coalition-building or stakeholder engagement is a plus.
• Ability to lift 30 pounds.
• Willingness and ability to travel, including overnight stays, as required by program needs.
• Willingness to engage in other duties as assigned.

Benefits

Company contribution to 401k vested 100% at time of hire. Company paid medical, dental, vision, long-term disability, and life insurance with a small employee copay. Accrual of two weeks? vacation and sick time during the first year. Flexible schedule. New Parental Leave Benefit! Full-time exempt employees can access up to six weeks of paid parental leave for births, surrogacies, and adoption after 12 consecutive months of active employment. (Company paid benefits add approximately $25,000 in value to the total compensation package.)