Apply for Associate Director of Customer Engagement Role at Northern VA Community College

United States Job Openings

Northern VA Community College

Associate Director of Customer Engagement

Fairfax

FULL TIME

October 16, 2024

Posting Summary

Working Title

Associate Director of Customer Engagement

Role Title

Gen Admin Manager I

Role Code

19223-FP

FLSA

Exempt

Pay Band

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

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-

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

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, and Business Process Improvement 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.
Implement and 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. .

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:

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.

Additional Considerations

Additional Considerations:

Management experience
Technology management experience
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.

Operation of a State Vehicle

Supervises Employees

Yes

Required Travel

n/a

Posting Detail Information

Posting Number

CLS_3349P

Recruitment Type

General Public - G

Number of Vacancies

Position End Date (if temporary)

Job Open Date

10/04/2024

Job Close Date

10/28/2024

Open Until Filled

Agency Website

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’s Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link:

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

The security of our students, faculty, and staff is very important at NOVA . Please take a moment to review NOVA’s Annual Security Reports .

** 1 day of telework a week after probation period.

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. For more information, please follow this link: http://ethics.dls.virginia.gov/

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.

We regret to inform you that this job opportunity is no longer available as it has expired

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