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Director Of Customer Engagement

Company

Northern Virginia Community College
Address ,
Employment type FULL_TIME
Salary $120,000 a year
Expires 2023-12-08
Posted at 9 months ago
Job Description
Posting Summary

Working Title
Director of Customer Engagement

Role Title
Gen Admin Manager I

Role Code
19223-FP

FLSA
Exempt

Pay Band
05

Position Number
28000279

Agency
Northern VA Community College

Division
NV280-VP of College Computing

Work Location
Fairfax County - 059

Hiring Range
Commensurate with Experience (up to $120,000 max)

Emergency/Essential Personnel
No

EEO Category
A-Official or Administrator

Full Time or Part Time
Full Time

Does this position have telework options? -Telework options are subject to change based on business needs-
No

Does this position have a bilingual or multilingual skill requirement or preference?

Work Schedule
8:30 am to 5 pm Monday through Friday. Some telework may be available
based on business needs.

Sensitive Position
No

General Description:
The Director of Customer Engagement is a senior-level leadership position that provides direct support to the Deputy CIO and Director of College Computing. This position leads and manages the overall operations of the newly-aligned Customer Engagement unit – which consists of the IT Help Desk, IT Accounts Services, IT Application Support, Project Management, Business Process Improvement, and Educational Technology Training. This is a Sr. level position.

Duties and Tasks:
  • Developing and leading a proactive, strategic approach that drives best-in-class IT customer support and creates a culture of collaboration.
  • Position will be responsible for developing and implementing an overall customer engagement strategy and related portfolio of services with a focus on customer service and accountability.
  • As a member of the College Computing senior leadership team, this position works collaboratively with peers to establish priorities within the division, manage cross-unit initiatives and projects, and champion accountability and responsibility within the division.
  • Plan and manage resources, coordinate projects and initiatives affecting the division, and perform data analysis and reporting.


Special Assignments

May be required to perform other duties as assigned. May be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.



KSA's/Required Qualifications
Required KSAs:
  • Excellent customer-focused interpersonal communication (oral and written) skills.
  • Demonstrated ability to develop high performance teams
  • Proven ability to ask probing questions and obtain thorough and relevant information.
  • Successful experience in the implementation of new technology and promotion of technology use.
  • Must have the ability to introduce innovative solutions and learn cutting edge technologies as they evolve.
  • Demonstrated skills in problem resolution, data collection, and decision-making.
  • Demonstrated problem analysis and problem resolution at a functional level.
  • Facilitation and negotiation skills.
  • Excellent verbal, written and interpersonal communication skills.
  • Ability to drive and implement change across assigned units and/or organization.
  • Ability to evaluate existing business processes for improving use of technology.
  • Leadership: a demonstrated ability to lead people and get results through others.
  • Ability to make decisions guided by policies and procedures, strategic plans, and/or operational needs with limited guidance.
  • Attention to detail with strong organizational skills.
  • Ability to apply strategic thinking and demonstrate understanding of requirements to execute.
  • Planning: an ability to think ahead and plan for both short term and long term.
  • Highly organized. Demonstrated ability to work effectively in a team environment.
  • Support a culture and reputation for excellence
  • Ability to drive accountability and productivity.
  • Strong IT skills, especially in customer engagement areas of IT. Skilled in the use of computer software, including MS Office
  • Proven ability working in a fast-paced environment, with the ability to manage changing requirements on a regular basis
  • Ability to manage projects and determine priorities.
  • Ability to work in a team environment
  • Ability to communicate with all organizational levels, including senior management and technical personnel.
  • Excellent Technology proficiency
  • Strong customer orientation and attention to quality of service.
  • Demonstrated excellence in delivery of online and face-to-face technology training.
  • Demonstrate a willingness to cross-train, and be cross-trained, in other roles/duties.
  • Some knowledge of Microsoft Suite, Microsoft 365, and other other off the shelf software software.

Minimum Qualifications:
  • Significant experience providing transformational customer experience in technology support and technology services.
  • Some experience managing teams.
  • Significant experience leading significant IT projects involving multiple users
  • Some Client-facing experience and managing high impact customer relations.
  • Significant experience managing IT customer service personnel, business analysts or other related staff.
  • Significant experience implementing new technology and promoting technology use.
  • Some experience to organize and manage multiple priorities and resources.
  • Significant experience leading customer engagement services or CRM platform.
  • Some experience to multi-task in a fast-paced environment.

Additional Considerations
Additional Considerations:
  • Significant experience providing consistent excellent customer experience across multiple functional units where management structures are segmented.
  • Significant experience experience in budget management.
  • Significant experience developing strategies for business units based on technical knowledge and situational awareness of current operating environment and emerging business trends.
  • Significant work experience at the IT deputy director level.
  • Extensive knowledge of industry standards and best practices for assigned areas of responsibility

Operation of a State Vehicle
No

Supervises Employees
Yes

Required Travel
n/a

Posting Detail Information

Posting Number
CLS_2361P

Recruitment Type
General Public - G

Position End Date (if temporary)

Job Open Date
08/02/2023

Job Close Date
08/17/2023

Open Until Filled
No

Agency Website
www.nvcc.edu

Contact Name

Email

Phone Number

Special Instructions to Applicants
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Certified Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: https://www.vadars.org/drs/cpid/PWContact.aspx , or call DARS at 800- 552-5019.

Additional Information
Northern Virginia Community College (NOVA) is the largest public institution of higher education in the Commonwealth of Virginia and one of the largest community colleges in the nation. NOVA enrolls nearly 75,000 students on its six campuses in Alexandria, Annandale, Sterling, Manassas, Springfield, and Woodbridge, as well as through NOVA Online and high school dual enrollment programs. The College offers more than 100 affordable associate degree and certificate programs to help our students reach their academic and professional goals in some of the most in-demand careers.
At NOVA, we are deeply committed to fostering an inclusive community for all students, faculty, and staff, and our diverse workforce is representative of this commitment. To this end, we encourage all applicants seeking to add value through their diverse backgrounds, experiences, and interests to consider employment opportunities with NOVA. To learn more about NOVA’s commitment to inclusive excellence, please visit our website.
NOVA offers eligible employees a benefits package that includes a comprehensive health and dental insurance program, generous paid leave, deferred compensation plans, paid parental leave, state employee discounts, and a solid and secure retirement program.
We strive to ensure our employees have the tools and development opportunities to support and promote NOVA’s mission. For more information about NOVA and its programs and services, please visit our website at www.nvcc.edu.
The security of our students, faculty, and staff is very important at NOVA . Please take a moment to review NOVA’s Annual Security Reports.

Background Check Statement Disclaimer

The selected candidate’s offer is contingent upon the successful completion of a criminal background investigation, which may include: fingerprint checks, local agency checks, employment verification, verification of education, credit checks (relevant to employment). Additionally, selected candidates may be required to complete the Commonwealth’s Statement of Economic Interest.



EEO Statement

The Virginia Community College System, an EEO employer, welcomes applications from people of all backgrounds and recognizes the benefits of a diverse workforce. Therefore, the VCCS is committed to providing a work environment free of discrimination and harassment. Employment decisions are based on business needs, job requirements and individual qualifications. We prohibit discrimination and harassment on the basis of race, color, religion, sex, national origin, age, sexual orientation, mental or physical disabilities, political affiliation, veteran status, gender identity, or other non-merit factors.



ADA Statement

The VCCS is an EOE and Affirmative Action Employer. In compliance with the Americans with Disabilities Acts (ADA and ADAAA), VCCS will provide, if requested, reasonable accommodation to applicants in need of access to the application, interviewing and selection processes.



E-Verify Statement

VCCS uses E-Verify to check employee eligibility to work in the United States. You will be required to complete an I-9 form and provide documentation of your identity for employment purposes.



Supplemental Questions

Required fields are indicated with an asterisk (*).

  • * I understand that only information provided at the time of the application submission will be considered when determining my qualifications and only responses to