Deputy Director of Constituent Services

AgencyOffice of the GovernorDivisionCommunity , Citizens ServicesJob Classification TitleAdministrative Officer (NS)Position Number60008529GradeFLATRATEAbout UsNorth Carolina State Government is one of the state’s largest employers, with over 76,000 employees all working toward a common goal: a safer and stronger North Carolina. We are a large organization comprised of various agencies, offices, and universities, each providing important public services.Eligible state employees are entitled to comprehensive benefits, including a variety of leave options, professional development opportunities, insurance, and more. To learn more about the benefits of being a North Carolina state employee, visit the N.C. Office of State Human Resources' website.Permanent, temporary, and time-limited state government jobs can be found from the mountains to the coast. Find your next opportunity today!Description of WorkThe Office of Constituent Service is the eyes and ears of the Office of the Governor. We receive, track, and resolve high-volume inquiries from constituents across North Carolina; coordinate with state agencies and community groups; ensure timely, accurate, and respectful responses via phone, email, and mail; and seek opportunities to engage in two-way communication with the people we serve.Knowledge Skills and Abilities/Management PreferencesThe top of the recruitment range is $75k.The Deputy Director of Constituent Engagement leads daily operations for the Governor’s constituent service function, ensuring that every contact is handled professionally and efficiently. This role manages intake workflows, case assignments, escalations, and service quality; supervises team members; partners closely with policy, communications, outreach, legal, and cabinet agencies; assists with the planning and staffing of constituent group events at the Executive Mansion; and drives process improvements and reporting to the Director and Deputy Chief of Staff.Key ResponsibilitiesManages the day-to‑day operations of constituent intake across phone, email, mail, web forms, and events; maintains service level standards and quality benchmarks.Supervise and develop staff (OCE team members and interns), including onboarding, training, coaching, scheduling, and performance feedback aligned to the admin’s goals. Ensure clear documentation, timely follow-up, and appropriate resolutions; oversee sensitive case escalations to leadership.Planning and staffing of constituency group-based events at the Executive Mansion.Create weekly/monthly dashboards on volume, backlog, timeliness, sentiment, and issue themes; present insights and recommendations using our CRMManage tools and systems (case management/CRM, inboxes, document templates).Coordinate with DIT on access, upgrades, and user support.Assisting and managing the fulfillment of award requests (state government and community-based document production). Providing support and staffing for in-house presentations of awards given by Governor Stein.Represent the office in meetings; serve as liaison between leadership and staff internally within the Office of the Governor, as well as across State Government (Departments and Agencies).Assume responsibility and authority in the Director’s absence, as appropriate.Exceptional customer service orientation and professional communication—verbal, written, and interpersonal—suited to high volume‑ public contact.Strong program/operations management skills: planning, prioritization, workflow design, and organization.Strong people management skills: effective at addressing concerns, solving problems, and motivating the team.Proficient in Outlook, OneDrive.Minimum Education and ExperienceSome state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.Bachelor's degree from an appropriately accredited institution and four years of experience in personnel, budgeting, research, or administrative management; or an equivalent combination of education and experience.Additional Information The Office of the Governor (GO) fills positions with highly qualified individuals Exempt from the Human Resources Act (EHRA) because they serve in policymaking, confidential, or special-assistant roles. We are an Equal Employment Opportunity Employer. Our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved.We invite all potential applicants to apply for any positions they are qualified for. It is the policy of the State of North Carolina and the Office of the Governor (GO) that all employees provide proof of employment eligibility (immigration and naturalization) on the first day of employment. We participate in E-Verify (Employment Eligibility Verification System).This is a full-time position (40 hours per week) with State BenefitsFollow us on social media: Facebook  X  LinkedIn                              All applicants must complete and submit a state application for employment by 11:59 pm on the closing date; otherwise, the application will be deemed untimely and will not be processed.Please complete the Education (including high school and all degrees obtained), Work Experience, and Certificates & Licenses sections. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the "Work Experience" section of the application to support your answers.Degrees must be received from appropriately accredited institutions. Transcripts and degree evaluations may be upl