Assistant Director for Client Services

This is an on-site position based in Blacksburg, Virginia, requiring regular in-person presence to support staff, students, families, and campus partners. The successful candidate must also have the capability to work from home when operational needs require remote work, such as during building closures, emergencies, or other university-directed situations.

About the Role

The Assistant Director for Client Services will guide strategic planning and execution of the comprehensive delivery of financial aid counseling services, outreach services, and Client Services programs at Virginia Tech. This position is instrumental in advancing the mission of the Office of University Scholarships and Financial Aid by ensuring equitable access, student success, and operational excellence in the administration of scholarships and financial aid programs.

Responsibilities

• Provide strategic leadership for the development, implementation, and evaluation of financial aid counseling services that advance institutional goals and student success.
• Direct the creation and execution of both short- and long-term strategies, policies, and programs, establishing priorities and setting performance expectations that align with the university’s mission and values.
• Oversee all day-to-day counseling operations, ensuring services are timely, accurate, student-centered, and fully compliant with federal, state, and institutional regulations.
• Implement systems for performance measurement and continuous improvement to strengthen accountability and efficiency.
• Manage the office’s communication calendar and oversee tracking of emails, call volume, and other student and family interactions, using this data to guide operational decisions and improve service delivery.
• Ensure compliance with all applicable regulations and policies, anticipate regulatory changes, and lead proactive adjustments to safeguard institutional integrity.
• Provide oversight of key Client Services programs, including Satisfactory Academic Progress, Professional Judgment Appeals, and Study Abroad, ensuring each is administered with consistency, fairness, and compliance.
• Direct the preparation of financial aid planning, management reports, and audits.
• Recruit, develop, and retain a high-performing team of financial aid counselors, providing leadership in training, supervision, evaluation, and professional development while fostering a culture of collaboration, accountability, and innovation.
• Represent the office across campus and to external partners, advancing the university’s commitment to access and affordability.
• Direct outreach to students, families, high schools, and community organizations through on-campus, off-campus, and virtual engagements, often outside of traditional business hours.
• Advocate for student success by ensuring services are accessible, inclusive, and solution-oriented, identifying barriers to access and retention, and leveraging financial aid as a transformative tool for equity.
• Drive innovation by monitoring emerging trends, technologies, and best practices in higher education financial aid and advancing improvements in service delivery, communication, and counseling practices.
• Provide broad support through financial aid planning, management, and reporting; serve on university committees and task forces; and perform other duties as assigned, including special projects and initiatives that strengthen the mission and vision of the Office of University Scholarships and Financial Aid.

Requirements

• Bachelor’s degree with progressively responsible training or experience equivalent to an advanced degree.
• Proven leadership and supervisory ability, with skills to inspire, mentor, and hold staff accountable in a complex, high-volume environment where accuracy and compliance are critical.
• Extensive customer service experience and a strong record of managing sensitive, high-impact interactions.
• Substantial experience with federal financial aid programs and a thorough understanding of applicable federal, state, and institutional regulations.
• Regular on-site work with the ability to maintain a consistent in-person presence; capability to work remotely when necessary, including access to a secure and reliable internet connection and an appropriate remote work environment that supports confidentiality and productivity.
• Expertise in analyzing, interpreting, and clearly communicating complex financial information and calculations to diverse audiences.
• Proficiency with office productivity tools, word processing, and database systems, along with the ability to leverage technology to improve efficiency and service delivery.
• Strong analytical and decision-making skills, with the judgment to interpret policies, make sound decisions, and apply discretion when granting exceptions.
• Ability to manage multiple priorities, meet tight deadlines, and lead effectively under pressure in a fast-paced environment.
• Exceptional communication, interpersonal, and problem-solving skills.
• Demonstrated commitment to collaboration, innovation, and continuous improvement.

Preferred Qualifications

• Master's degree in higher education, business, or public administration.
• Experience with Banner.

Pay

Salary commensurate with experience, with a budget maximum of $62,500.

Schedule

• 40+ hours per week.
• Overtime Status: Exempt (not eligible for overtime).
• Appointment Type: Regular.

Additional Information

The successful candidate will be required to have a criminal conviction check.

About Virginia Tech

Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight undergraduate colleges, a school of medicine, a veterinary medicine college, Graduate School, and Honors College. The university has a significant presence across Virginia, including Blacksburg, the greater Washington, D.C. area, the Health Sciences and Technology Campus in Roanoke, sites in Newport News and Richmond, and numerous Extension offices and research institutes. A leading global research institution, Virginia Tech conducts more than $650 million in research annually.