Assistant Director for Client Services

Job Description

The Assistant Director for Client services will guide strategic planning and execution of the comprehensive delivery of financial aid counseling services; outreach services; and Client Services programs at Virginia Tech. This position is instrumental in advancing the mission of the Office of University Scholarships and Financial Aid by ensuring equitable access, student success, and operational excellence in the administration of scholarships and financial aid programs.

This is an on site position based in Blacksburg, Virginia, requiring regular in person presence to support staff, students, families, and campus partners. The successful candidate must also have the capability to work from home when operational needs require remote work, such as during building closures, emergencies, or other university directed situations.

Key Responsibilities:

The Assistant Director provides strategic leadership for the development, implementation, and evaluation of financial aid counseling services that advance institutional goals and student success. Directs the creation and execution of both short- and long-term strategies, policies, and programs, establishing priorities and setting performance expectations that align with the university’s mission and values. The role oversees all day-to-day counseling operations, ensuring that services are timely, accurate, student-centered, and fully compliant with federal, state, and institutional regulations. To strengthen accountability and efficiency, the leader implements systems for performance measurement and continuous improvement. The position also manages the office’s communication calendar and oversees tracking of emails, call volume, and other student and family interactions, using this data to guide operational decisions and improve service delivery.

The position ensures compliance with all applicable regulations and policies, anticipates regulatory changes, and leads proactive adjustments to safeguarding institutional integrity. In addition, this role provides oversight of key Client Services programs, including Satisfactory Academic Progress, Professional Judgment Appeals, and Study Abroad, ensuring each is administered with consistency, fairness, and compliance. The leader also directs the preparation of financial aid planning, management reports, and audits. The role includes responsibility for recruiting, developing, and retaining a high-performing team of financial aid counselors, providing leadership in training, supervision, evaluation, and professional development, while fostering a culture of collaboration, accountability, and innovation.

In addition, the leader represents the office across campus and to external partners, advancing the university’s commitment to access and affordability. The role directs outreach to students, families, high schools, and community organizations through on-campus, off-campus, and virtual engagements, often outside of traditional business hours. A strong advocate for student success, the leader ensures services are accessible, inclusive, and solution-oriented, identifying barriers to access and retention and leveraging financial aid as a transformative tool for equity.

The position also drives innovation by monitoring emerging trends, technologies, and best practices in higher education financial aid and by advancing improvements in service delivery, communication, and counseling practices. Finally, the leader provides broad support through financial aid planning, management, and reporting; serves on university committees and task forces; and performs other duties as assigned, including special projects and initiatives that strengthen the mission and vision of the Office of University Scholarships and Financial Aid.

Required Qualifications

Bachelor’s degree with progressively responsible training or experience equivalent to an advanced degree is required.
The successful candidate will demonstrate proven leadership and supervisory ability, with the skills to inspire, mentor, and hold staff accountable in a complex, high-volume environment where accuracy and compliance are critical.
Extensive customer service experience and a strong record of managing sensitive, high-impact interactions are essential.
Candidates must also have substantial experience with federal financial aid programs and a thorough understanding of applicable federal, state, and institutional regulations.
This position requires regular on site work and the ability to maintain a consistent in person presence.
The candidate must also have the capability to work remotely when necessary, including access to a secure and reliable internet connection and an appropriate remote work environment that supports confidentiality and productiv