Director of Service Delivery

Director of Service Delivery
: Mental Health Compliance & Quality (CLS India)

Location:
Delhi, India or Hybrid Remote (Local TBD, with in-country travel)

Type:
Full-Time | Senior Leadership

Reports to:
Sr. VP of Service Delivery - CLS Canada

Functional Reporting:
Country Manager - CLS India

Compensation:
Competitive salary expected in the range of ₹20–25 lakhs INR annually, commensurate with experience,
plus performance-based incentives.

Sector:
Nonprofit | Mental Health | Volunteer Engagement | Social Impact

About Certified Listeners Society (CLS)

Certified Listeners Society (CLS) is a global nonprofit offering 24/7 emotional support through trained volunteers, AI-assisted tools, and culturally relevant wellness programs. With over 300,000+ annual chats and growing operations in India, we aim to ensure that our service delivery is safe, ethical, and compliant with local mental health frameworks. CLS India believes in a global vision with local empowerment.

This role is pivotal to achieving that standard by ensuring training, supervision, and all volunteer-led support follow the highest legal, ethical, and therapeutic quality benchmarks in India.

Website:

LinkedIn:

Role Overview

As Director of Service Delivery, you will serve as the guardian of early-stage mental health and emotional support quality and regulatory alignment for all volunteer interactions across CLS India. You will lead the training architecture, manage compliance frameworks, and oversee the supervision of volunteers who deliver emotional support.

All Shift Supervisors report to you on matters of service quality and volunteer performance. You'll be the key liaison between Canada's Service Delivery strategy and India's mental health requirements.

Key Responsibilities

• Training & Curriculum Alignment
• Oversee the design and execution of all volunteer training programs to ensure alignment with Indian mental health regulations and best practices.
• Coordinate with Indian psychological experts, legal advisors, and compliance officers to validate training frameworks.

• Implement feedback loops from supervisors to continuously improve training content.

• Service Quality & Supervision Oversight

• Lead, coach, and manage all Shift Supervisors who oversee day-to-day volunteer chats and service standards.
• Monitor chat transcripts, QA reviews, and red-flag reports to ensure ethical, non-clinical, and emotionally safe support practices.
• Establish and uphold clear service protocols, escalation frameworks, and corrective action processes.

• Provide support to volunteers and establish a Debriefing Model to support volunteers experiencing stress, duress, or requiring additional assistance.

• Regulatory & Ethical Compliance

• Ensure all aspects of CLS's emotional support services are aligned with Indian laws (e.g., Mental Healthcare Act, 2017) and other applicable nonprofit/telehealth guidelines.
• Maintain documentation and compliance reports for internal and external audits or government bodies.
• Act as the point of contact for any regulatory inquiries or local academic/clinical partnerships.

• Establish clear scope of services and interventions provided by CLS.

• Cross-Team Coordination

• Work closely with the Sr. VP of Service Delivery (Canada) to implement CLS global policies in the Indian context.
• Collaborate with the Country Manager and Training/Volunteer teams on organizational rollouts and growth.
• Support the development of quality assurance dashboards and wellness risk triggers.

What We're Looking For

• 5–10+ years of experience in mental health program delivery, counseling, psychology, or social work.
• Strong understanding of India's Mental Healthcare Act and ethical standards for support services.
• Experience supervising teams, developing training, or managing service compliance in a nonprofit or health organization.
• Excellent written and verbal communication in English; knowledge of regional Indian languages is a plus.
• Demonstrated commitment to mental health equity, accessibility, and culturally respectful care.
• Background and experience managing and working with volunteers.

Preferred Qualifications:

• Master's in Clinical Psychology, Counselling Psychology, Psychiatric Social Work, or related field (RCI registration preferred but not required).
• Experience working with digital mental health or emotional support platforms.
• Familiarity with trauma-informed care and non-clinical peer support models.

Why Join CLS?

• Play a leadership role in building India's largest emotional wellness support platform.
• Influence training and service quality for thousands of volunteers.
• Be part of a global nonprofit with a mission to break generational cycles of distress and disconnection.
• Collaborate across borders, but shape service delivery locally.

How to Apply

Send your CV and a short cover letter via LinkedIn. Please use the subject line:
Director of Service Delivery
Application.