Customer Support Analyst (US Voice Process)
EVERSANA1
Full time
Senior Director – Customer Support & Experience
wcpss· Technology & Data Systems (Central Office)
About this role
Overview
POSITION TITLE (Oracle title)
SENIOR DIRECTOR
WORKING TITLE
Senior Director-Customer Support and Experience
SCHOOL/DEPARTMENT
Technology Services Division
LOCATION
Crossroads II, Cary, NC
PAY GRADE
Senior Director Band 1
FLSA STATUS
Exempt
ELIGIBILITY FOR EMPLOYMENT CONTRACT
No
WORK WEEK SCHEDULE
Monday-Friday (occasional evenings and weekends) Position is not available for a Hybrid Telework workweek
POSITION PURPOSE:
Leads the Wake County Public School System (WCPSS) with all devices and classroom technology procurement efforts. Researches, identifies, and evaluates new and emerging technologies. Works collaboratively with staff in Technology Services, Schools, Academic Advancement, and Data, Research, and Accountability to ensure alignment with the learning and teaching focus of the district.
MINIMUM QUALIFICATIONS:
- Comprehensive knowledge of Microsoft Office, specifically Word, Excel, and PowerPoint; Google Apps;
- Comprehensive knowledge of a large educational environment and their processes and procedures;
- Critical thinking, analytical, and problem-solving skills;
- Demonstrated successful leadership and training skills;
- Demonstrated project management skills;
- Demonstrated commitment to achieving goals and plans;
- Excellent planning and organizational skills;
- Strong interpersonal skills;
- Negotiating and influencing skills;
- Ability to communicate clearly and concisely both in oral and written form using a variety of communication techniques and tools to ensure the appropriate flow of information, collaborative efforts, and feedback;
- Ability to set strategic directions, create tactical plans, implement processes, evaluate results, and continually monitor and adjust;
- Ability to successfully assess strengths and weaknesses of vendor partners;
- Ability to make independent judgments and to implement creative solutions to problems with minimal supervisory oversight;
- Ability to establish and maintain effective working relationships with school system staff, vendors, contractors, external agencies, and the community.
EDUCATION, TRAINING, AND EXPERIENCE
- Bachelor’s degree in a technical or business field (e.g., computer science, engineering, accounting, business, mathematics); AND
- Five years of experience in a management position with responsibility for delivering technology support services.
CERTIFICATION AND LICENSE REQUIREMENTS
None
PREFERRED QUALIFICATIONS:
- Five years of successful experience supporting technology integration at a district level.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
WORK ENVIRONMENT/PHYSICAL REQUIREMENTS
Must be able to use a variety of office equipment such as computers, scanners, and copiers. Must be able to communicate effectively. At times requires the ability to lift, carry, push, pull or otherwise move objects up to ten pounds. The work occasionally requires driving automotive equipment. Due to the amount of time spent standing and/or walking, physical requirements are consistent with those for sedentary work.
EFFECTIVE DATE: 12/2025
DISCLAIMER: The above statements are intended to describe the general purpose and responsibilities assigned to this position. They are not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and skills required by the employees assigned to this position. This description may be revised by HR and approved at any time.
Frequently Asked Questions
Is the salary disclosed for the Senior Director – Customer Support & Experience position at wcpss?
The salary for this Senior Director – Customer Support & Experience role at wcpss is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Director – Customer Support & Experience position at wcpss located?
This Senior Director – Customer Support & Experience role at wcpss is based in Cary, NC, US. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Senior Director – Customer Support & Experience role at wcpss full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Senior Director – Customer Support & Experience role in the Technology & Data Systems (Central Office) department at wcpss.
Which team or department does the Senior Director – Customer Support & Experience at wcpss belong to?
This Senior Director – Customer Support & Experience position is part of the Technology & Data Systems (Central Office) department at wcpss. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Senior Director – Customer Support & Experience position at wcpss?
Click the "Apply Now" button on this page. You will be redirected to wcpss's official application portal hosted on icims where you can submit your application directly.
When was the Senior Director – Customer Support & Experience job at wcpss posted?
This Senior Director – Customer Support & Experience position at wcpss was posted on Dec 5, 2025. Apply as soon as possible — early applications are often reviewed first.
Senior Director – Customer Support & Experience
wcpss
You'll be redirected to wcpss's official application page on icims.