OAG (Internal) - Child Support | Deputy Div. Chief

About the role

The Deputy Division Chief of Customer Engagement performs advanced managerial work providing direction and guidance in strategic operations and planning activities within the Customer Engagement section, under the supervision of the Customer Engagement Division Chief. This position may be based in any city in Texas with an OAG Child Support Division office depending on the candidate's preference but subject to the needs of the Child Support Division. Regardless of primary duty point, the candidate must collaborate with relevant stakeholders throughout the state, and some travel to and from other worksites throughout the state for in-person meetings will be necessary.

The OAG is a dynamic state agency with over 4,000 employees throughout the State of Texas. As the State's law firm, the OAG provides exemplary legal representation in diverse areas of law. OAG employees enjoy excellent benefits along with tremendous opportunities to do important work at a large, dynamic state agency making a positive difference in the lives of Texans.

Function Description

• Plans, develops, coordinates, directs, monitors, and evaluates the performance of the Customer Engagement section by overseeing operational and strategic initiatives such as implementing, reviewing and evaluating organizational structure and operating procedures and defining, clarifying, and monitoring program goals and objectives, and overseeing reporting and program monitoring
• Supervises Contact Center Managers and Supervisors and oversees the management of Child Support staff in the Customer Engagement section by making employment-related decisions including, but not limited to hiring, implementing disciplinary actions, assigning and reassigning job duties, and conducting performance evaluations
• Oversees the development and implementation of policies, procedures, and plans designed to maximize achievement of the Child Support Program goals and objectives. Monitors and ensures statewide compliance with federal and state regulations, policies, procedures and standards while providing superior customer service; takes immediate and appropriate corrective action to ensure full compliance with established standards
• Monitors and ensures compliance with federal and state regulations, policies, procedures and standards while providing excellent customer service
• Oversees the resolution of inquiries and complaints from agency management, government officials, attorneys, parents, advocacy and community groups, and other customers. Responds to inquiries and resolves issues from agency management, government officials, attorneys, parents, advocacy and community groups and other customers
• Assesses the validity of complaints against the IV-D program with impartiality
• Performs related work as assigned
• Maintains relevant knowledge necessary to perform essential job functions
• Attends work regularly in compliance with agreed-upon work schedule
• Ensures security and confidentiality of sensitive and/or protected information
• Complies with all agency policies and procedures, including those pertaining to ethics and integrity

Minimum Qualifications

• Graduation from high school or equivalent
• Bachelor's degree from an accredited college or university; experience in the following (or closely related) fields may be substituted for the required education on a year-for-year basis: full-time Child Support Program, management, supervisory, customer service, public administration and government experience
• 12 years of full-time experience working in the following (or closely related) fields: Child Support Program, management or supervisor, public administration and government experience
• Knowledge of management principles and practices
• Experience working in the Title IV-D program
• Ability to direct and organize program activities and/or business functions; to establish goals and objectives that support the strategic plan; to identify problems, evaluate alternatives, and implement effective solutions; to develop and evaluate policies and procedures; to prepare reports; to communicate effectively; and to supervise the work of others
• Skill in establishing plans and setting objectives and goals that support an overall business strategy
• Skill in negotiating, interviewing and mediating
• Skill in handling multiple tasks, prioritizing, and meeting deadlines
• Skill in effective oral and written communication
• Skill in exercising sound judgment and effective decision making
• Ability to receive and respond positively to constructive feedback
• Ability to work cooperatively with others in a professional office environment
• Ability to provide excellent customer service
• Ability to work in person at assigned OAG work location, perform all assigned tasks at designated OAG work space within OAG work location, and perform in-person work with coworkers (e.g., collaborating, training, mentoring) for the entirety of every work week (unless on approved leave)
• Ability to arrange for personal transportation for business-related travel
• Ability to work more than 40 hours as needed and in compliance with the FLSA
• Ability to lift and relocate 30 lbs.
• Ability to travel (including overnight travel) up to 5%

Preferred Qualifications

• Completion of Master of Business Administration (MBA), Master of Public Administration (MPA), or Juris Doctor (JD)
• Management of a Child Support Division Field Office or Regional Administration
• Bilingual in English and Spanish