Virginia's Community College System
Associate Director of Customer Engagement
Virginia's Community College System, Richmond, Virginia, United States, 23214
Working Title Associate 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 $130,000yr Max) Emergency/Essential Personnel No EEO Category B-Professional 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 5:00 pm Monday through Friday. Some telework may be available
after successful completion of the probationary period. Telework is based
on business/operational needs.
General Description
Sensitive Position No Job 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.
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. 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.
Operation of a State Vehicle No Supervises Employees Yes Required Travel
n/a
Posting Number CLS_3936P Recruitment Type General Public - G Number of Vacancies 1 Position End Date (if temporary) Job Open Date 08/08/2025 Job Close Date 08/22/2025 Open Until Filled 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’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:
https://www.dars.virginia.gov/drs/cpid/PWContact.aspx
or call DARS at 800-552-5019, or DBVI at 800-622-2155
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
.
One day of telework per 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 (VCCS) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, political affiliation, veteran status, sexual orientation, gender identity or other non-merit factors.
ADA Statement
The Virginia Community College System (VCCS) is an Equal Employment Opportunity employer and complies with the Americans with Disabilities Acts (ADA and ADAAA), to provide, reasonable accommodation to applicants in need of access to the application, interviewing, and selection processes when requested.
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.
Quicklink for Posting https://jobs.vccs.edu/postings/87579 #J-18808-Ljbffr
8:30 am to 5:00 pm Monday through Friday. Some telework may be available
after successful completion of the probationary period. Telework is based
on business/operational needs.
General Description
Sensitive Position No Job 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.
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. 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.
Operation of a State Vehicle No Supervises Employees Yes Required Travel
n/a
Posting Number CLS_3936P Recruitment Type General Public - G Number of Vacancies 1 Position End Date (if temporary) Job Open Date 08/08/2025 Job Close Date 08/22/2025 Open Until Filled 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’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:
https://www.dars.virginia.gov/drs/cpid/PWContact.aspx
or call DARS at 800-552-5019, or DBVI at 800-622-2155
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
.
One day of telework per 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 (VCCS) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, political affiliation, veteran status, sexual orientation, gender identity or other non-merit factors.
ADA Statement
The Virginia Community College System (VCCS) is an Equal Employment Opportunity employer and complies with the Americans with Disabilities Acts (ADA and ADAAA), to provide, reasonable accommodation to applicants in need of access to the application, interviewing, and selection processes when requested.
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.
Quicklink for Posting https://jobs.vccs.edu/postings/87579 #J-18808-Ljbffr