United States Job Openings

Northern VA Community College
Associate Director of Customer Engagement
Fairfax
FULL TIME
October 16, 2024
based on business needs.
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. .
- 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 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.
** 1 day of telework a week after probation period.
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