Deputy Director of Constituent Services

State of North Carolina•Administration Wake, NC

2d•Onsite

About The Position

The Office of Constituent Service is the eyes and ears of the Office of the Governor. We receive, track, and resolve high-volume inquiries from constituents across North Carolina; coordinate with state agencies and community groups; ensure timely, accurate, and respectful responses via phone, email, and mail; and seek opportunities to engage in two-way communication with the people we serve. The Deputy Director of Constituent Engagement leads daily operations for the Governor’s constituent service function, ensuring that every contact is handled professionally and efficiently. This role manages intake workflows, case assignments, escalations, and service quality; supervises team members; partners closely with policy, communications, outreach, legal, and cabinet agencies; assists with the planning and staffing of constituent group events at the Executive Mansion; and drives process improvements and reporting to the Director and Deputy Chief of Staff.

Requirements

Exceptional customer service orientation and professional communication—verbal, written, and interpersonal—suited to high volume‑ public contact.
Strong program/operations management skills: planning, prioritization, workflow design, and organization.
Strong people management skills: effective at addressing concerns, solving problems, and motivating the team.
Proficient in Outlook, OneDrive.

Responsibilities

Manages the day-to‑day operations of constituent intake across phone, email, mail, web forms, and events; maintains service level standards and quality benchmarks.
Supervise and develop staff (OCE team members and interns), including onboarding, training, coaching, scheduling, and performance feedback aligned to the admin’s goals.
Ensure clear documentation, timely follow-up, and appropriate resolutions; oversee sensitive case escalations to leadership.
Planning and staffing of constituency group-based events at the Executive Mansion.
Create weekly/monthly dashboards on volume, backlog, timeliness, sentiment, and issue themes; present insights and recommendations using our CRM.
Manage tools and systems (case management/CRM, inboxes, document templates).
Coordinate with DIT on access, upgrades, and user support.
Assisting and managing the fulfillment of award requests (state government and community-based document production).
Providing support and staffing for in-house presentations of awards given by Governor Stein.
Represent the office in meetings; serve as liaison between leadership and staff internally within the Office of the Governor, as well as across State Government (Departments and Agencies).
Assume responsibility and authority in the Director’s absence, as appropriate.