1+ months

Director Customer Service Center

Gaithersburg, Maryland
  • Job Code
  • Job Type
  • Job Status
    Full Time


This position is responsible for the management oversight of two customer service centers located in Gaithersburg and Silver Spring. Provide leadership and direction to managerial and operational staff in a fast paced, high volume environment. Responsible for oversight and monitoring of the Housing Choice Voucher to ensure compliance with all Federal, State and local laws and regulations. Will ensure program integrity through risk analysis, data evaluation and reporting. Will develop, evaluate and implement processes to improve efficiencies and effectiveness of the operation. Responsible for improving the methods of providing services to customers, recommend changes and implement guidelines and procedures to address changes in regulations, technology and workforce. Responsible for scheduling, managing and addressing the needs of staff and clients at the Customer Service Centers. Will provide management oversight of the annual re-certification, certification, interim and rent increase processes. Responsible for oversight and execution of HAP contracts and the contract process. Implement changes and delegate assignments. Coordinate and supervise the work of the Customer Service Centers. The work involves the management and direction of professional union employees. Perform other duties as assigned.

HOC is an Equal Opportunity Employer



  • Requires Bachelor’s degree from an accredited college or university preferably in Social Science, Business Administration or related field (Master’s Degree Preferred)
  • Minimum of 5 years of progressive experience in subsidized housing
  • Advanced level managerial and affordable housing, employee supervision experience
  • Knowledge of affordable housing programs (Public Housing, Housing Choice Voucher)
  • Certification in the aforementioned programs required within 1 year of hire
  • Knowledge of and skilled in risk analysis and data evaluation
  • Experience with budgets and forecasting
  • Proven ability to provide quality customer service
  • Proven ability to multi-task and meet competing deadlines
  • Excellent communication skills written and oral, team player, forward thinker

An equivalent combination of education and experience may be accepted. 

HOC conducts criminal background checks, employment reference checks, and where applicable, reviews driving records in determining suitability for employment. Selected applicants will be required to submit to pre-employment drug and alcohol screening. Employment is contingent upon drug and alcohol test results.


  • Government / Civil Service
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Director Customer Service Center

Housing Opportunities Commission
Gaithersburg, Maryland

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