Requisition No: 881854

Agency: Children and Families



Pay Plan: SES

Position Number: 60046097

Salary: Commensurate with experience

Posting Closing Date: 08/24/2026

Total Compensation Estimator Tool

THIS IS AN OPEN COMPETITIVE OPPORTUNITY.

FL Department of Children and Families

Statewide Customer Contact Center Director

For the

Economic Self Sufficiency Program

This is a Select Exempt Service (SES) Position.

Location: will be determined based on the selected candidate. Available locations are Miami, Jacksonville, or Tampa offices.

Salary: To be determined. Current employees will be compensated in accordance with the DCF salary policy.

This is a full-time position.

Business hours are 8:00 am - 5:00 pm EST, Monday - Friday.

REQUIRED QUALIFICATIONS:

• Minimum five years of executive level experience managing large teams.
• Ability to travel overnight to conduct official business.

PREFERENCE WILL BE GIVEN TO APPLICANTS WHO HAVE THE FOLLOWING:

• Management experience in call center operations.
• Knowledge of the government assistance processes and procedures used to determine public assistance eligibility.
• A bachelor's degree from an accredited college or university.
  • Note: Be prepared to provide a copy of your degree/diploma or request official transcripts from your school in a sealed envelope. All documents must be in English, clear, and legible, showing all signatures and pertinent details. Foreign degrees must be validated by a third party to meet the US equivalency requirements. All costs are the responsibility of the applicant.

What You Will Do:

This is an advanced professional position that provides leadership and oversight of the ESS Statewide Customer Contact Center. Primary office locations are located in Tampa, Miami and Jacksonville. The incumbent is expected to strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures and improve the customer experience.

This position will be required to travel to locations throughout the state of Florida and to meetings, conferences, or events as appropriate within the United States.

Serves in leadership role for DCF during implementation of the Disaster Supplemental Nutrition Assistance Program (DSNAP) Disaster Response team and, in that capacity, may be required on short notice to perform duties and travel in support of disaster relief. During such events, the incumbent will be required to work more than 8 hours a day.

The ideal candidate for this position will:

• Develop and maintain effective working relationships and foster a collaborative work environment among staff to ensure outstanding customer service and the achievement of program goals.
• Have strong leadership and management skills with the ability to effectively lead and motivate a large workforce.
• Possess excellent active listening, oral and written communication skills to include the ability to effectively articulate and convey information so that it is readily understandable.
• Be comfortable speaking in public and to diverse individuals at all levels.
• Be solutions oriented with the ability to use critical thinking, judgement and discretion to make sound decisions, solve problems and make effective recommendations.
• Be able to understand, interpret and apply a comprehensive knowledge of applicable laws, agency policies and procedures.
• Possess strong computer application skills with the ability to effectively utilize applications related to business operations and human resource administration.

Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State's total compensation package for employees features a highly competitive set of employee benefits including:

• No state income tax for residents of Florida.
• Annual and Sick Leave benefits.
• Nine paid holidays and one Personal Holiday each year.
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options.
• Retirement plan options, including employer contributions (For more information, please click www.myfrs.com).
• Flexible Spending Accounts.
• Tuition waivers.
• And more!

For a more complete list of benefits, visit www.mybenefits.myflorida.com.

Candidate Profile (application) fields must be completed in its entirety.

• Include supervisor names and phone numbers for all periods of employment.
• Account for and explain any gaps in employment so that the hiring process is not delayed.
• Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.
• It is unacceptable to use the statement "See Resume" in place of entering work history.

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be suspended or voided, and you will be required to repay all benefits received depending upon the date of your retirement.

The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures.

Location: