Director of Customer Engagement
Fairfax County, VA Fairfax County, VA Full-time Full-time Estimated:
$79.
6K - $101K a year Estimated:
$79.
6K - $101K a year 3 days ago 3 days ago 3 days ago Title:
Director of Customer Engagement Agency:
Northern VA Community College Location:
Fairfax County - 059 FLSA:
Exempt Hiring Range:
Commensurate with Experience (up to $120,000 max) Full Time or Part Time:
Full Time Additional Detail
Job Description:
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:
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.
Developing and leading 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, and perform data analysis and reporting.
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.
Must be able to Pass CJIS Level 4 and FBI and Virginia State Police background check.
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 manage projects and determine priorities.
Ability to work in a team environment Demonstrated ability to develop high performance teams Ability to drive accountability and productivity.
Attention to detail with strong organizational skills.
Demonstrate a willingness to cross-train, and be cross-trained, in other roles/duties.
Demonstrated excellence in delivery of online and face-to-face technology training.
Demonstrated problem analysis and problem resolution at a functional level.
Demonstrated skills in problem resolution, data collection, and decision-making.
Excellent customer-focused interpersonal communication (oral and written) skills.
Excellent Technology proficiency Excellent verbal, written and interpersonal communication skills.
Facilitation and negotiation skills.
Highly organized.
Demonstrated ability to work effectively in a team environment.
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.
Skilled in the use of computer software, including MS Office Successful experience in the implementation of new technology and promotion of technology use.
Some knowledge of Microsoft Suite, Microsoft 365, and other other off the shelf software software.
Support a culture and reputation for excellence Minimum
Qualifications:
Significant experience leading customer engagement services or CRM platform.
Significant experience managing IT customer service personnel, business analysts or other related staff.
Significant experience leading significant IT projects involving multiple users Significant experience providing transformational customer experience in technology support and technology services.
Some experience to organize and manage multiple priorities and resources.
Some experience to multi-task in a fast-paced environment.
Some experience managing teams.
Some Client-facing experience and managing high impact customer relations.
Significant experience implementing new technology and promoting technology use.
Preferred
Qualifications:
Additional Considerations:
Significant work experience at the IT deputy director level.
Extensive knowledge of industry standards and best practices for assigned areas of responsibility Significant experience developing strategies for business units based on technical knowledge and situational awareness of current operating environment and emerging business trends.
Significant experience providing consistent excellent customer experience across multiple functional units where management structures are segmented.
Significant experience experience in budget management.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
$79.
6K - $101K a year Estimated:
$79.
6K - $101K a year 3 days ago 3 days ago 3 days ago Title:
Director of Customer Engagement Agency:
Northern VA Community College Location:
Fairfax County - 059 FLSA:
Exempt Hiring Range:
Commensurate with Experience (up to $120,000 max) Full Time or Part Time:
Full Time Additional Detail
Job Description:
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:
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.
Developing and leading 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, and perform data analysis and reporting.
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.
Must be able to Pass CJIS Level 4 and FBI and Virginia State Police background check.
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 manage projects and determine priorities.
Ability to work in a team environment Demonstrated ability to develop high performance teams Ability to drive accountability and productivity.
Attention to detail with strong organizational skills.
Demonstrate a willingness to cross-train, and be cross-trained, in other roles/duties.
Demonstrated excellence in delivery of online and face-to-face technology training.
Demonstrated problem analysis and problem resolution at a functional level.
Demonstrated skills in problem resolution, data collection, and decision-making.
Excellent customer-focused interpersonal communication (oral and written) skills.
Excellent Technology proficiency Excellent verbal, written and interpersonal communication skills.
Facilitation and negotiation skills.
Highly organized.
Demonstrated ability to work effectively in a team environment.
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.
Skilled in the use of computer software, including MS Office Successful experience in the implementation of new technology and promotion of technology use.
Some knowledge of Microsoft Suite, Microsoft 365, and other other off the shelf software software.
Support a culture and reputation for excellence Minimum
Qualifications:
Significant experience leading customer engagement services or CRM platform.
Significant experience managing IT customer service personnel, business analysts or other related staff.
Significant experience leading significant IT projects involving multiple users Significant experience providing transformational customer experience in technology support and technology services.
Some experience to organize and manage multiple priorities and resources.
Some experience to multi-task in a fast-paced environment.
Some experience managing teams.
Some Client-facing experience and managing high impact customer relations.
Significant experience implementing new technology and promoting technology use.
Preferred
Qualifications:
Additional Considerations:
Significant work experience at the IT deputy director level.
Extensive knowledge of industry standards and best practices for assigned areas of responsibility Significant experience developing strategies for business units based on technical knowledge and situational awareness of current operating environment and emerging business trends.
Significant experience providing consistent excellent customer experience across multiple functional units where management structures are segmented.
Significant experience experience in budget management.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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