Director, Client Services

Virginia Union University • Richmond, VA

6h

About The Position

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.

Requirements

• Bachelor’s degree in Business Administration, Communications, Information Technology, or a related field
• 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.

Nice To Haves

• Master’s degree preferred.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director