Prince William County
Assistant Director of Customer Services Support
Prince William County, Virginia, Minnesota, United States, 55792
Assistant Director of Customer Services Support
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Assistant Director of Customer Services Support
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Prince William County Introduction 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 with 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, and 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: 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 We Also Offer Great Benefits Including
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. Click here PSLF for 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. Prince William County Government offers medical plans with corresponding pharmacy and basic vision coverage, as well as dental plans and a separate vision plan. Full-time and part-time Prince William County Government employees are eligible to participate in our plans; however, the level and cost of benefits depends on the classification of the position. The following positions do not accrue leave and are not eligible for holidays or other fringe benefits: Temporary Provisional Seasonal employees Click on the link below to explore our plans and rates. Prince William County Benefit Programs By submitting this application, I understand the following: 1) Only the information provided on my application is used to determine my qualifications; 2) My resume will not substitute for the education, work experience and required fields on the County application; 3) Only responses to Supplemental Questions that can be verified in my submitted education and work experience will be credited; and 4) If selected, my employment dates will be verified back three (3) years (if applicable), with a required reference from my current or most recent employer. Yes, I acknowledge and understand the above statement and wish to continue in this process. No, I do not wish to proceed any further in this process. Are you currently a resource/foster parent for a child in PWC DSS foster care program? Yes No The position requires a bachelor’s degree in human services, social work, or a related field. Please select the option that reflects your highest completed education. Master’s degree or higher in human services, social work, or related field. Bachelor's degree in human services, social work, or related field. Associate’s degree High school diploma or GED. None of the above This position requires four (4) years of related human services and customer service experience. Please select the option that reflects your experience level. 4 years or more of human services and customer service experience. 2-3 years of human services and customer service experience 1 year or less of human services and customer service experience. None of the above Please rate your level of knowledge of public assistance programs such as TANF, Childcare Subsidy, VIEW, Energy Assistance, call center operations, and program compliance requirements. Advanced knowledge - a subject matter expert of public assistance programs. General knowledge - knowledge of public assistance programs but still requires research or assistance with some of the programs. Limited knowledge - have some knowledge but still requires research or assistance with most of the programs. No knowledge Please rate your level of progressively responsible experience in customer service management. 5 years or more of customer service management experience. 2-4 years of customer service management experience. 1 year or less of customer service management experience. None of the above Please rate your level of progressively responsible experience with public assistance program administration. 5 years or more of public assistance program administration. 3-4 years of public assistance program administration. 1-2 years or less of public assistance program administration. None of the above Please rate your level of supervisory or management experience in handling multiple human services programs. 5 years or more of supervisory or management experience. 3-4 years of supervisory or management experience. 1-2 years or less of supervisory or management experience. None of the above Please quantify your experience in process improvement, such as developing and implementing policies, procedures, and strategic initiatives. 5 years or more of process improvement experience. 3-4 years of process improvement experience. 1-2 years or less of process improvement experience. None of the above Seniority level
Director Employment type
Full-time Job function
Other Industries Government Administration 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. Note: This description represents key areas of responsibilities; specific position assignments will vary depending on department needs.
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Join to apply for the
Assistant Director of Customer Services Support
role at
Prince William County Introduction 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 with 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, and 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: 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 We Also Offer Great Benefits Including
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. Click here PSLF for 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. Prince William County Government offers medical plans with corresponding pharmacy and basic vision coverage, as well as dental plans and a separate vision plan. Full-time and part-time Prince William County Government employees are eligible to participate in our plans; however, the level and cost of benefits depends on the classification of the position. The following positions do not accrue leave and are not eligible for holidays or other fringe benefits: Temporary Provisional Seasonal employees Click on the link below to explore our plans and rates. Prince William County Benefit Programs By submitting this application, I understand the following: 1) Only the information provided on my application is used to determine my qualifications; 2) My resume will not substitute for the education, work experience and required fields on the County application; 3) Only responses to Supplemental Questions that can be verified in my submitted education and work experience will be credited; and 4) If selected, my employment dates will be verified back three (3) years (if applicable), with a required reference from my current or most recent employer. Yes, I acknowledge and understand the above statement and wish to continue in this process. No, I do not wish to proceed any further in this process. Are you currently a resource/foster parent for a child in PWC DSS foster care program? Yes No The position requires a bachelor’s degree in human services, social work, or a related field. Please select the option that reflects your highest completed education. Master’s degree or higher in human services, social work, or related field. Bachelor's degree in human services, social work, or related field. Associate’s degree High school diploma or GED. None of the above This position requires four (4) years of related human services and customer service experience. Please select the option that reflects your experience level. 4 years or more of human services and customer service experience. 2-3 years of human services and customer service experience 1 year or less of human services and customer service experience. None of the above Please rate your level of knowledge of public assistance programs such as TANF, Childcare Subsidy, VIEW, Energy Assistance, call center operations, and program compliance requirements. Advanced knowledge - a subject matter expert of public assistance programs. General knowledge - knowledge of public assistance programs but still requires research or assistance with some of the programs. Limited knowledge - have some knowledge but still requires research or assistance with most of the programs. No knowledge Please rate your level of progressively responsible experience in customer service management. 5 years or more of customer service management experience. 2-4 years of customer service management experience. 1 year or less of customer service management experience. None of the above Please rate your level of progressively responsible experience with public assistance program administration. 5 years or more of public assistance program administration. 3-4 years of public assistance program administration. 1-2 years or less of public assistance program administration. None of the above Please rate your level of supervisory or management experience in handling multiple human services programs. 5 years or more of supervisory or management experience. 3-4 years of supervisory or management experience. 1-2 years or less of supervisory or management experience. None of the above Please quantify your experience in process improvement, such as developing and implementing policies, procedures, and strategic initiatives. 5 years or more of process improvement experience. 3-4 years of process improvement experience. 1-2 years or less of process improvement experience. None of the above Seniority level
Director Employment type
Full-time Job function
Other Industries Government Administration 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. Note: This description represents key areas of responsibilities; specific position assignments will vary depending on department needs.
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