Associate Director of Customer Engagement, Fairfax, VA, United States

Associate Director of Customer Engagement

New Yesterday

Title: Associate Director of Customer Engagement

Agency: Northern VA Community College

Location: Fairfax County - 059

FLSA: Exempt

Hiring Range: Commensurate with Experience (Up to $130,000yr Max)

Full Time or Part Time: Full Time

Additional Detail

Job Description: General Description: This position serves as the Associate Director of Customer Engagement and has day-to-day operational responsibility for the integrated Enterprise Service Management platform, IT Help Desk, Business Process Improvement and Project Management functions. This position is responsible for creating effective working relationships within and between the functional programs, with other College Computing units, campus IT staff and the broader college community. The Associate Director is expected to comfortably liaise with and present information to college leadership and contacts within other state agencies when necessary.

Duties and Tasks: Develop and implement an overall customer engagement strategy and related portfolio of services with a focus on customer service and accountability. Grow a robust Enterprise Service Management platform to manage end-to-end service delivery Develop and lead a proactive, strategic approach that drives best-in-class IT customer support and creates a culture of collaboration. Plan and manage resources, coordinate projects and initiatives affecting the division Perform data analysis and reporting for strategic planning purposes Work collaboratively with peers to establish division priorities, manage cross-unit initiatives and projects, and champion accountability and responsibility within the division. Recommend, develop and implement process improvements across the unit and division Requires expertise in project and portfolio management. Requires technical expertise in the infrastructure build-out of an ESM, including the development of standard operating procedures and the oversight of service requests, incident reports and change management events. . Make regular requests from employees for updates and input on college decisions and share feedback with supervisors for inclusion in the NOVA Brief. Minimum Qualifications:

Required KSAs: Ability to apply strategic thinking and demonstrate understanding of requirements to execute. Ability to communicate with all organizational levels, including senior management and technical personnel. Ability to drive and implement change across assigned units and/or organization. Ability to evaluate existing business processes for improving use of technology. Ability to make decisions guided by policies and procedures, strategic plans, and/or operational needs with limited guidance. Ability to develop and thrive in high performance teams Ability to drive accountability and productivity. Demonstrate a willingness to cross-train, and be cross-trained, in other roles/duties and technologies/services. Demonstrated excellence in delivery of online and face-to-face technology training. Demonstrated skills in problem resolution, data collection, and decision-making. Excellent Technology proficiency Facilitation and negotiation skills. Leadership: a demonstrated ability to lead people and get results through others. Must have the ability to introduce innovative solutions and learn cutting edge technologies as they evolve. Planning: an ability to think ahead and plan for both short term and long term. Proven ability to ask probing questions and obtain thorough and relevant information. Proven ability working in a fast-paced environment, with the ability to manage changing requirements on a regular basis Strong customer orientation and attention to quality of service. Strong IT skills, especially in customer engagement areas of IT. Working knowledge of Microsoft Suite, Microsoft 365, and other off the shelf software Support a culture and reputation for excellence Minimum Qualifications: Experience leading customer engagement services or CRM platform. Experience in leading and managing professional staff. Experience leading significant IT projects involving multiple departments and constituents Experience in organizing and managing multiple priorities and resources. Experience managing cross-functional teams. Client-facing experience and managing high impact customer relations. Experience implementing new technology and/or promoting technology use. Management/leadership experience in IT, PMO and Business Analysis Additional Considerations:

Additional Considerations: Experience in higher education, government or public sector helpful Experience developing strategies for business units based on technical knowledge and situational awareness of current operating environment and emerging business trends. Experience providing consistent excellent customer experience across multiple functional units where management structures are segmented.

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Location:: Fairfax, VA, United States
Job Type:: PartTime
Category:: Management Occupations

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