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Assistant Director for Customer & Partner Services
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Job Description
- Req#: 5218646
Employer Industry: Technology Services
Why consider this job opportunity:
- Salary up to $170,076.00 annually
- Flexible/Hybrid remote work options to support work-life balance
- Opportunity for career advancement within a leading technology agency
- Comprehensive benefits package including medical, dental, and retirement plans
- Commitment to diversity and inclusion within the workplace
- Chance to impact service delivery and customer experience at the state level
What to Expect (Job Responsibilities):
- Provide leadership for customer support operations, including the Customer Support Center and Help Desk
- Develop and execute WaTech's statewide customer engagement strategy
- Oversee financial planning, budget development, and contract compliance for managed areas
- Serve as the primary accountability point for customer experience across IT support functions
- Lead cross-functional initiatives to improve customer-facing IT services and workflows
What is Required (Qualifications):
- Minimum of eight years of progressively responsible experience in IT service delivery or related fields
- At least five years of experience in a leadership role overseeing service delivery or customer engagement teams
- Experience managing complex IT service portfolios or multi-agency service delivery models
- Proven ability to design and implement customer satisfaction measurement frameworks
- Relevant education or professional certifications in IT service management or customer support operations
How to Stand Out (Preferred Qualifications):
- Professional certification in IT service management (e.g., ITIL, HDI)
- Experience presenting to executive governance bodies or customer councils
- Formal training in project management (e.g., PMP, Lean Six Sigma)
- Experience leading enterprise customer experience programs
- Ability to develop performance metrics and service reporting frameworks
#TechnologyServices #CustomerExperience #CareerOpportunity #FlexibleWork #DiversityAndInclusion
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