IT Customer Relationship Section Director

Company: Txdot
Location: Austin
Posted on: May 20, 2025

Job Description:

Job Description - IT Customer Relationship Section Director (2501402)Position OverviewWe are seeking a visionary leader for the role of IT Customer Relationship Section Director (2501402). In this position, you will lead a team dedicated to enhancing customer experiences by fostering innovation and ensuring effective communication between IT and internal/external stakeholders. The role involves managing customer satisfaction goals, leading Business Relationship Managers, and collaborating with IT teams to address customer needs.Key Responsibilities:

• Build and maintain long-term relationships with IT stakeholders and customers.
• Address customer concerns and ensure follow-through from IT.
• Develop a statewide team to serve as points of contact for complaints and escalate issues.
• Collaborate with IT teams to meet customer needs.
• Develop and improve processes, standards, and procedures.
• Manage budgets and staffing requirements.
• Oversee IT program activities and evaluate program performance.
• Negotiate and administer contracts, including with third-party service providers.
• Support end users and oversee IT department upgrades and directives.
• Perform other related duties as assigned.Minimum Qualifications:
  • At least 5 years of experience in customer relations, with related graduate education substituting on a year-for-year basis.
  • Minimum of 3 years supervisory or managerial experience, with project leadership experience considered equivalent.Licenses and Certifications: Valid driver's license required; position involves driving a state vehicle.Preferred Qualifications:
    • Proven experience as a Customer Relationship Manager.
    • Background in public sector customer service.
    • Experience tracking KPIs such as customer satisfaction.
    • Customer-oriented attitude, excellent communication, negotiation, and problem-solving skills.Physical Requirements and Working Conditions:
      • Sedentary work with occasional lifting up to 10 lbs.
      • Prolonged sitting and repetitive motions.
      • Work includes extensive computer use and data analysis.Additional Information:TxDOT values diversity and is committed to equal opportunity employment. We support veterans and provide reasonable accommodations upon request.
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Keywords: Txdot, San Antonio , IT Customer Relationship Section Director, Executive , Austin, Texas