Prince William County Government
Assistant Director of Customer Services Support
Prince William County Government, Woodbridge, Virginia, us, 22195
Overview
We are seeking a dynamic, results-driven leader to serve as the Assistant Director of the Customer Support and Service Division. The critical role provides strategic oversight and operational leadership for a diverse portfolio of essential programs and services that directly impact the well-being of individuals and families in our community. The division encompasses a wide range of programs, including Childcare Services, Temporary Assistance for Needy Families (TANF), Fraud Prevention, Compliance, Virginia Initiative for Employment and Work (VIEW), Front Desk Operations, Energy Assistance, and our Customer Service Call Center. The ideal candidate will bring a strong background in human services leadership, operational management, and customer service excellence, with a demonstrated commitment to ensuring equitable access to resources, fostering team development, and maintaining the highest standards of program integrity and accountability. About This Role The ideal candidate is a collaborative, solution-oriented leader with a deep understanding of public assistance programs, operational management, and a commitment to promoting equitable access to services. Key Responsibilities
Provide strategic direction, leadership, and operational oversight for all programs and services within the Customer Support and Service Division. Ensure compliance with all federal, state, and local regulations, policies, and procedures. Oversee program performance, customer service delivery, and continuous quality improvement efforts across all areas of responsibility. Manage division resources effectively, including budgeting, staffing, and workflow processes. Lead, mentor, and support a diverse team of managers and staff, promoting professional development and a culture of excellence and accountability. Collaborate with community partners, state agencies, and internal stakeholders to enhance service delivery and program outcomes. Monitor and respond to trends, service demands, and emerging community needs to ensure timely, effective access to critical services. Oversee call center operations and customer service functions, ensuring a high standard of responsiveness and client satisfaction. Support and implement innovative solutions to improve service access, efficiency, and program integrity. If you are a visionary leader committed to service excellence and want to make a meaningful impact on the lives of individuals and families, we encourage you to apply for this exciting leadership opportunity. Apply today and help shape the future of customer-focused service delivery in Prince William County. Minimum Requirements
Bachelor’s degree in human services, social work, or related field, and four (4) years of related human services and customer service experience. Preferences
Master’s degree in human services, social work, or related field. Strong knowledge of public assistance programs such as TANF, Childcare Subsidy, VIEW, Energy Assistance, call center operations, and program compliance requirements. Five (5) years or more of: Progressively responsible experience in customer service management, or public assistance program administration Supervisory or management experience handling multiple human services programs Process improvement, such as developing and implementing policies, procedures, and strategic initiatives
Demonstrated leadership skills with experience managing diverse teams and complex operations. Exceptional communication, collaboration, and problem-solving skills. Commitment to equity, integrity, and providing high-quality, customer-focused services to the community. Special Requirements
All DSS staff are required to provide emergency human services work, including staffing emergency shelters in the event of a community disaster. Candidates must pass criminal history, child protective services, and DMV background checks. Resource/foster parents for youth in the Prince William foster care program may not be employed by the Prince William Department of Social Services. Resource/foster parents for youth from other localities are welcome to apply. Work Schedule & Salary
Work Schedule: 8:30 am – 5:00 pm. This is a hybrid position that requires in-person attendance at meetings and community events, as well as oversight of divisional staff. Telework is available when applicable to the work schedule. Hiring Salary Range : $104,500.50 - $135,846.75 annually Benefits
Retirement from the Virginia Retirement System (VRS) 401a and 457 retirement savings and investment plans Paid Annual Leave Paid Personal Leave Paid Sick Leave Paid Holidays Optional Group Medical and Dental Health Plans Optional Group Life Insurance An Employee Assistance Program (EAP) Career Development Opportunities Full time positions with Prince William County Government qualify for Public Service Loan Forgiveness.
PSLF
for additional information. Additional Information
Note:
The above position description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on the business needs of the department. To view the class description in its entirety,
Click here for the class description . Prince William County is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the County will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. See Yourself Here!
#J-18808-Ljbffr
We are seeking a dynamic, results-driven leader to serve as the Assistant Director of the Customer Support and Service Division. The critical role provides strategic oversight and operational leadership for a diverse portfolio of essential programs and services that directly impact the well-being of individuals and families in our community. The division encompasses a wide range of programs, including Childcare Services, Temporary Assistance for Needy Families (TANF), Fraud Prevention, Compliance, Virginia Initiative for Employment and Work (VIEW), Front Desk Operations, Energy Assistance, and our Customer Service Call Center. The ideal candidate will bring a strong background in human services leadership, operational management, and customer service excellence, with a demonstrated commitment to ensuring equitable access to resources, fostering team development, and maintaining the highest standards of program integrity and accountability. About This Role The ideal candidate is a collaborative, solution-oriented leader with a deep understanding of public assistance programs, operational management, and a commitment to promoting equitable access to services. Key Responsibilities
Provide strategic direction, leadership, and operational oversight for all programs and services within the Customer Support and Service Division. Ensure compliance with all federal, state, and local regulations, policies, and procedures. Oversee program performance, customer service delivery, and continuous quality improvement efforts across all areas of responsibility. Manage division resources effectively, including budgeting, staffing, and workflow processes. Lead, mentor, and support a diverse team of managers and staff, promoting professional development and a culture of excellence and accountability. Collaborate with community partners, state agencies, and internal stakeholders to enhance service delivery and program outcomes. Monitor and respond to trends, service demands, and emerging community needs to ensure timely, effective access to critical services. Oversee call center operations and customer service functions, ensuring a high standard of responsiveness and client satisfaction. Support and implement innovative solutions to improve service access, efficiency, and program integrity. If you are a visionary leader committed to service excellence and want to make a meaningful impact on the lives of individuals and families, we encourage you to apply for this exciting leadership opportunity. Apply today and help shape the future of customer-focused service delivery in Prince William County. Minimum Requirements
Bachelor’s degree in human services, social work, or related field, and four (4) years of related human services and customer service experience. Preferences
Master’s degree in human services, social work, or related field. Strong knowledge of public assistance programs such as TANF, Childcare Subsidy, VIEW, Energy Assistance, call center operations, and program compliance requirements. Five (5) years or more of: Progressively responsible experience in customer service management, or public assistance program administration Supervisory or management experience handling multiple human services programs Process improvement, such as developing and implementing policies, procedures, and strategic initiatives
Demonstrated leadership skills with experience managing diverse teams and complex operations. Exceptional communication, collaboration, and problem-solving skills. Commitment to equity, integrity, and providing high-quality, customer-focused services to the community. Special Requirements
All DSS staff are required to provide emergency human services work, including staffing emergency shelters in the event of a community disaster. Candidates must pass criminal history, child protective services, and DMV background checks. Resource/foster parents for youth in the Prince William foster care program may not be employed by the Prince William Department of Social Services. Resource/foster parents for youth from other localities are welcome to apply. Work Schedule & Salary
Work Schedule: 8:30 am – 5:00 pm. This is a hybrid position that requires in-person attendance at meetings and community events, as well as oversight of divisional staff. Telework is available when applicable to the work schedule. Hiring Salary Range : $104,500.50 - $135,846.75 annually Benefits
Retirement from the Virginia Retirement System (VRS) 401a and 457 retirement savings and investment plans Paid Annual Leave Paid Personal Leave Paid Sick Leave Paid Holidays Optional Group Medical and Dental Health Plans Optional Group Life Insurance An Employee Assistance Program (EAP) Career Development Opportunities Full time positions with Prince William County Government qualify for Public Service Loan Forgiveness.
PSLF
for additional information. Additional Information
Note:
The above position description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on the business needs of the department. To view the class description in its entirety,
Click here for the class description . Prince William County is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the County will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. See Yourself Here!
#J-18808-Ljbffr