Director, Client Services at Virginia Union University

Richmond, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

27 Aug, 26

Salary

0.0

Posted On

29 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Strategic Leadership, Client Relationship Management, Operations Management, Service Desk Management, Workflow Optimization, Policy Development, Staff Training, Client Satisfaction Assessment, Issue Resolution, Ticketing Systems Management, Data Analysis, Cross-departmental Collaboration

Industry

Description

Virginia Union University (VUU) is a distinguished private institution founded in 1865 that proudly upholds a legacy of academic excellence and community engagement. With a historic 86-acre campus, it offers a dynamic and nurturing environment for its 1,568 undergraduate and graduate students. Virginia Union University is recognized in the 2024 edition of U.S. News & World Report, holding a prestigious position as #39 among Historically Black Colleges and Universities. VUU provides a robust array of academic programs, including 35 Bachelor's, 11 Master's, and one Doctoral degree. Virginia Union University remains steadfast in its commitment to offering accessible, high-quality education, instilling a sense of assurance and confidence in its students. It fosters a vibrant intellectual community dedicated to the holistic development of future leaders. Five fundamental principles (core values) guide Virginia Union University. Each principle is essential to our ability to provide a Best-In-Class educational experience for students, faculty, and staff. These principles help our community understand the right path to fulfilling our institution's mission. The principles are Innovation, Spiritual Formation, Integrity, Diversity & Inclusion, and Excellence. The Director of Client Services is responsible for leading the strategy, operations, and delivery of high-quality support services to students, faculty, staff, and external partners. This role ensures positive client experience by managing service desks, technology support, communication channels, and client relationship programs across the university. The Director serves as the primary advocate for client needs, continuously improving service delivery to meet institutional goals. Responsibilities * Provide leadership and strategic direction for all client service operations, ensuring an exceptional customer experience for the university community. * Manage daily operations of help desks, service centers, and client support teams, including setting service standards, tracking metrics, and optimizing workflows. * Oversee the development and implementation of client service policies, procedures, and best practices. * Collaborate with IT, Facilities, Academic Affairs, and other departments to ensure seamless delivery of services to clients. * Develop and manage client service training programs to ensure staff are knowledgeable, professional, and customer-focused. * Lead initiatives to assess and improve client satisfaction through surveys, focus groups, and direct feedback. * Resolve complex client issues and escalate concerns appropriately to ensure timely resolution. * Manage technology and software platforms that support client service operations, including ticketing systems and knowledge bases. * Prepare reports and present data-driven insights and recommendations to senior leadership. Education * Bachelor’s degree in Business Administration, Communications, Information Technology, or a related field; Master’s degree preferred. * 5–7 years of progressive leadership experience in client services, customer support, or a related area, preferably within higher education. * Must be able to lift 10 pounds. Application Process Candidates are required to submit their resume, four professional references and a cover letter. The application review will begin immediately and continue until the position is filled. A background investigation and reference check will be required prior to employment. For any questions or concerns, please contact Askhr@vuu.edu [Askhr@vuu.edu]. Equal Opportunity Employer Virginia Union University is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, sexual orientation, disability, gender identity, protected veteran status, or other protected class. For more information about Virginia Union University, visit VUU About Page [https://www.vuu.edu/about-vuu].

Responsibilities

The Director leads the strategy and daily operations of client support services to ensure an exceptional experience for students, faculty, and staff. This includes managing service desks, optimizing workflows, and collaborating across university departments to improve service delivery.