Assistant Director of Customer Services Support

Assistant Director Of Customer Support And Service Division

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 :

Preferences :

Special requirements :

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 :

Full time positions with Prince William County Government qualify for Public Service Loan Forgiveness. Click here for additional information.

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.