NEOGOV · 22 hours ago
Assistant Director for Customer & Partner Services
Thurston County – Olympia, WA
Full-time
Hybrid
Director/Executive
$99K/yr - $170K/yr
8+ years expWaTech is a national leader in adopting new, innovative technologies that transform the way Washingtonians receive state services. The Assistant Director for Customer & Partner Services leads WaTech’s customer-facing support operations, ensuring high-quality service delivery and alignment with statewide strategies.
GovTechHuman ResourcesInformation TechnologySoftware
No H1B
Responsibilities
Provide leadership and direction for WaTech’s Information Security Services, Customer Support Center and Help Desk, and Small Agency Services team through the respective managers
Review security related performance data, risks, and service needs to guide investment decisions, resource prioritization, and long-range planning for Information Security Services
Lead the development and execution of WaTech’s statewide customer engagement strategy
Serve as the primary accountability point for customer experience (CX) and service perception across WaTech’s external and internal customer-facing IT support and service functions
Lead cross-functional initiatives to design, evaluate, and improve customer-facing IT services delivered by WaTech by setting direction and expectations for service design
Ensure customer-facing technologies, workflows, and communication channels are reviewed and prioritized for modernization and integration to support rapid response and effective resolution
Serve as the highest point of escalation within the division for complex or high-impact service incidents
Ensure that service delivery models are reviewed and aligned to meet the unique needs of supported agencies while remaining consistent with statewide policies and standards, including information security requirements and statewide performance expectations
Oversee financial planning and decision-making for all managed areas, including budget development, forecast monitoring, rate model validation, and contract compliance
Lead long-range planning for managed areas by directing managers to identify emerging needs, modernization opportunities, and resource gaps that could affect service continuity or equity across supported agencies
Qualification
Required
Demonstrated experience leading enterprise-level customer support services, service delivery operations, and performance improvement efforts in a public-sector or similarly complex environment
At least eight years of progressively responsible experience in IT service delivery, IT operations, customer experience, or related fields
At least five years of experience demonstrated in the following areas: In a leadership role overseeing managers or cross-functional teams responsible for service delivery, security operations, or customer engagement
Overseeing customer-facing IT service functions such as service desks, Tier 1 and Tier 2 support, or enterprise customer engagement teams, with responsibility for service levels, operations, and customer experience
Managing complex IT service portfolios or multi-agency service delivery models, including small agency services or similarly structured IT environments that require balancing resource constraints with mission delivery
Supervising cross-functional teams with responsibility for service delivery, support operations, or customer relationship management
At least three years of experience demonstrated in the following areas: Designing and implementing customer satisfaction measurement frameworks, including the use of CSAT or similar tools to monitor trends, inform service improvements, and supporting strategic or statutory reporting
Providing senior leadership and accountability for incident management, service response, and customer engagement across large or multi-service technology environments
Overseeing budgets, vendor performance, or contract management for technology service operations, with accountability for fiscal sustainability and strategic alignment
Relevant education, professional certifications (e.g., ITIL, HDI, PMP), work experience, or personal or lived experience will be considered in evaluating qualifications
The ability to take action to learn and grow
The ability to take action to meet the needs of others
Preferred
Professional certification in IT service management or customer support operations (e.g., ITIL, HDI-Support Center Manager, or comparable frameworks)
Education or training in public administration, information technology, service management, or a related field
Experience participating in or presenting to executive governance bodies, customer councils, or agency leadership teams focused on service performance or digital strategy
Formal training or certification in project management (e.g., PMP, PRINCE2) or Lean process improvement (e.g., Lean Six Sigma)
Experience leading enterprise customer experience programs or agency-wide initiatives that improve service delivery, transparency, or performance outcomes
Experience developing performance metrics, dashboards, or service reporting frameworks that support strategic planning and enterprise decision-making
Benefits
Medical and dental plan options for you and your family
Paid leave and holidays
Retirement plan options
Medical flexible spending account
Basic life and long-term disability insurance
Dependent care assistance
Washington State Employee Assistance Program
Deferred Compensation Program
Public Service Loan Forgiveness
Paid holidays
Sick leave
Vacation leave
Military leave
Bereavement leave
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
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