Director IV- Consumer Affairs and Appeals

The Director IV performs highly advanced (senior-­level) managerial work providing executive leadership, strategic direction, and oversight for the Office of Consumer Affairs and the Office of Appeals. The position is responsible for establishing vision, goals, policies, and performance standards; overseeing statewide operations; ensuring compliance with applicable laws and regulations; and advancing agency priorities through collaboration and continuous improvement. The work involves significant independent judgment and initiative and is performed under minimal supervision.

• Leadership:
• Provides executive leadership and strategic direction; establishes goals, priorities, and performance standards; leads and develops management staff; and ensures accountability, quality, and effective program operations.
• Oversight of Consumer Affairs:
• Directs statewide consumer affairs functions, including complaint intake, review, resolution, policy compliance, reporting, and quality assurance activities to ensure consistent, fair, and timely outcomes.
• Oversight of Office of Appeals:
• Provides executive oversight of agency appeals processes to ensure due process, consistency, compliance with legal requirements, and alignment with agency policy and standards.
• Vision and Implementation:
• Develops and implements the strategic vision, long-­range plans, and initiatives for consumer affairs and appeals programs; evaluates program effectiveness; and leads operational and process improvements aligned with the agency’s strategic plan.
• Partnership and
  
  Collaboration:
  
  
• Serves as a senior liaison and representative for consumer affairs and appeals, collaborating with agency leadership, program areas, legal partners, external stakeholders, and legislative entities; represents the agency in meetings, work groups, and briefings.

Performs related work as assigned.

Ability to maintain the security and integrity of the infrastructure per Governor Abbott Executive Order GA-48.

Knowledge of local, state, and federal laws and regulations relevant to program activities and/or business functions; business and management principles involved in strategic planning, resource allocation, and leadership techniques; and the principles and practices of public administration and management.

Skill in establishing plans and setting objectives and goals that support an overall business strategy; decision-making, including assessing risk and using good judgment to inform decisions and recommendations to leadership; and conflict resolution and working quickly and collaboratively to solve problems.

Ability to direct and organize program activities and/or business functions; to establish goals and objectives that support the strategic plan; to identify problems, evaluate alternatives, and implement effective solutions; to develop and evaluate agency policies and procedures; to prepare concise reports; to communicate effectively; and to supervise the work of others.

N/A

Experience in management and direction of complex programs relevant to the assignment. Graduation from an accredited four-­year college or university with major coursework in a field relevant to the position is generally preferred. Experience and education may be substituted for one another. Minimum of 7 years of experience in Consumer Affairs.

This position is housed at 4900 N. Lamar, Austin and is not eligible for telework.