Assistant Director Of Customer Support And Service Division

We are seeking a dynamic, results-driven leader to serve as the Assistant Director of the Customer Support and Service Division. The critical role provides strategic oversight and operational leadership for a diverse portfolio of essential programs and services that directly impact the well-being of individuals and families in our community.

The division encompasses a wide range of programs, including Childcare Services, Temporary Assistance for Needy Families (TANF), Fraud Prevention, Compliance, Virginia Initiative for Employment and Work (VIEW), Front Desk Operations, Energy Assistance, and our Customer Service Call Center.

The ideal candidate will bring a strong background in human services leadership, operational management, and customer service excellence, with a demonstrated commitment to ensuring equitable access to resources, fostering team development, and maintaining the highest standards of program integrity and accountability.

About This Role: The ideal candidate is a collaborative, solution-oriented leader with a deep understanding of public assistance programs, operational management, and a commitment to promoting equitable access to services.

Key Responsibilities

• Provide strategic direction, leadership, and operational oversight for all programs and services with the Customer Support and Service Division.
• Ensure compliance with all federal, state, and local regulations, policies, and procedures.
• Oversee program performance, customer service delivery, and continuous quality improvement efforts across all areas of responsibility.
• Manage division resources effectively, including budgeting, staffing, and workflow processes.
• Lead, mentor, and support a diverse team of managers and staff, promoting professional development and a culture of excellence and accountability.
• Collaborate with community partners, state agencies, and internal stakeholders to enhance service delivery and program outcomes.
• Monitor and respond to trends, service demands, and emerging community needs to ensure timely, effective access to critical services.
• Oversee call center operations and customer service functions, ensuring a high standard of responsiveness and client satisfaction.
• Support and implement innovative solutions to improve service access, efficiency, and program integrity.

If you are a visionary leader committed to service excellence and want to make a meaningful impact on the lives of individuals and families, we encourage you to apply for this exciting leadership opportunity.

Apply today and help shape the future of customer-focused service delivery in Prince William County.

Minimum Requirements: Master's degree in human services, social work, or related field, and four (4) years of related human services and customer service experience.

Preferences

• Strong knowledge of public assistance programs such as TANF, Childcare Subsidy, VIEW, Energy Assistance, call center operations, and program compliance requirements.
• Five (5) years or more of:
  1. Progressively responsible experience in customer service management, or public assistance program administration,
  2. Supervisory or management experience handling multiple human services programs, and
  3. Process improvement, such as developing and implementing policies, procedures, and strategic initiatives
• Demonstrated leadership skills with experience managing diverse teams and complex operations.
• Exceptional communication, collaboration, and problem-solving skills.
• Commitment to equity, integrity, and providing high-quality, customer-focused services to the community.

Schedule Requirements: 8:30 am 5:00 pm. This is a hybrid position that requires in-person attendance at meetings and community events, as well as oversight of divisional staff. Telework is available when applicable to the work schedule.

Special Requirements

• The selected candidate must pass local, state and federal background checks and have a valid driver's license with a safe driving record to be eligible to drive a County vehicle.
• All DSS staff members are required to provide emergency human services work in the event of an emergency or community disaster.
• The Assistant Director is part of the Emergency Management response when shelters are activated for the community in times of disasters and will lead shelter set up and operations.

Entry Salary Range: $104,500.50 - $135,846.75 annually This information is an abbreviated description of the typical tasks and responsibilities related to this job.

NOTE: Prince William County is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the County will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Prince William County Government offers medical plans with corresponding pharmacy and basic vision coverage, as well as dental plans and a separate vision plan. Full-time and part-time Prince William County Government employees are eligible to participate in our plans; however, the level and cost of benefits depends on the classification of the position. The following positions do not accrue leave and are not eligible for holidays or other fringe benefits: Temporary, Provisional, Seasonal employees.