Director of Customer Engagement

Title: Director of Customer Engagement

Agency: Northern VA Community College

Location: Fairfax County - 059

FLSA: Exempt

Hiring Range: Commensurate with Experience (up to $120,000 max)

Full Time or Part Time: Full Time

Additional Detail

• 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 manage projects and determine priorities.
• Ability to work in a team environment
• Demonstrated ability to develop high performance teams
• Ability to drive accountability and productivity.
• Attention to detail with strong organizational skills.
• Demonstrate a willingness to cross-train, and be cross-trained, in other roles/duties.
• Demonstrated excellence in delivery of online and face-to-face technology training.
• Demonstrated problem analysis and problem resolution at a functional level.
• Demonstrated skills in problem resolution, data collection, and decision-making.
• Excellent customer-focused interpersonal communication (oral and written) skills.
• Excellent Technology proficiency
• Excellent verbal, written and interpersonal communication skills.
• Facilitation and negotiation skills.
• Highly organized. Demonstrated ability to work effectively in a team environment.
• 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. Skilled in the use of computer software, including MS Office
• Successful experience in the implementation of new technology and promotion of technology use.
• Some knowledge of Microsoft Suite, Microsoft 365, and other other off the shelf software software.
• Support a culture and reputation for excellence

• Significant experience leading customer engagement services or CRM platform.
• Significant experience managing IT customer service personnel, business analysts or other related staff.
• Significant experience leading significant IT projects involving multiple users
• Significant experience providing transformational customer experience in technology support and technology services.
• Some experience to organize and manage multiple priorities and resources.
• Some experience to multi-task in a fast-paced environment.
• Some experience managing teams.
• Some Client-facing experience and managing high impact customer relations.
• Significant experience implementing new technology and promoting technology use.

• Significant work experience at the IT deputy director level.
• Extensive knowledge of industry standards and best practices for assigned areas of responsibility
• Significant experience developing strategies for business units based on technical knowledge and situational awareness of current operating environment and emerging business trends.
• Significant experience providing consistent excellent customer experience across multiple functional units where management structures are segmented.
• Significant experience experience in budget management.