Agency

Office of the Governor

Division

Community , Citizens Services

Job Classification Title

Administrative Officer (NS)

Position Number

60008529

Grade

FLATRATE

About Us

North Carolina State Government is one of the state’s largest employers, with over 76,000 employees all working toward a common goal: a safer and stronger North Carolina. We are a large organization comprised of various agencies, offices, and universities, each providing important public services.

Eligible state employees are entitled to comprehensive benefits, including a variety of leave options, professional development opportunities, insurance, and more. To learn more about the benefits of being a North Carolina state employee, visit the N.C. Office of State Human Resources' website.

Permanent, temporary, and time-limited state government jobs can be found from the mountains to the coast. Find your next opportunity today!

Description of Work

The Office of Constituent Service is the eyes and ears of the Office of the Governor. We receive, track, and resolve high-volume inquiries from constituents across North Carolina; coordinate with state agencies and community groups; ensure timely, accurate, and respectful responses via phone, email, and mail; and seek opportunities to engage in two-way communication with the people we serve.

Knowledge Skills and Abilities/Management Preferences

The top of the recruitment range is $75k.

The Deputy Director of Constituent Engagement leads daily operations for the Governor’s constituent service function, ensuring that every contact is handled professionally and efficiently. This role manages intake workflows, case assignments, escalations, and service quality; supervises team members; partners closely with policy, communications, outreach, legal, and cabinet agencies; assists with the planning and staffing of constituent group events at the Executive Mansion; and drives process improvements and reporting to the Director and Deputy Chief of Staff.

Key Responsibilities

• Manages the day-to‑day operations of constituent intake across phone, email, mail, web forms, and events; maintains service level standards and quality benchmarks.
• Supervise and develop staff (OCE team members and interns), including onboarding, training, coaching, scheduling, and performance feedback aligned to the admin’s goals. 
• Ensure clear documentation, timely follow-up, and appropriate resolutions; oversee sensitive case escalations to leadership.
• Planning and staffing of constituency group-based events at the Executive Mansion.
• Create weekly/monthly dashboards on volume, backlog, timeliness, sentiment, and issue themes; present insights and recommendations using our CRM
• Manage tools and systems (case management/CRM, inboxes, document templates).
• Coordinate with DIT on access, upgrades, and user support.
• Assisting and managing the fulfillment of award requests (state government and community-based document production). Providing support and staffing for in-house presentations of awards given by Governor Stein.
• Represent the office in meetings; serve as liaison between leadership and staff internally within the Office of the Governor, as well as across State Government (Departments and Agencies).
• Assume responsibility and authority in the Director’s absence, as appropriate.
• Exceptional customer service orientation and professional communication—verbal, written, and interpersonal—suited to high volume‑ public contact.
• Strong program/operations management skills: planning, prioritization, workflow design, and organization.
• Strong people management skills: effective at addressing concerns, solving problems, and motivating the team.
• Proficient in Outlook, OneDrive.

Minimum Education and Experience

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

Bachelor's degree from an appropriately accredited institution and four years of experience in personnel, budgeting, research, or administrative management; or an equivalent combination of education and experience.

Additional Information

The Office of the Governor (GO) fills positions with highly qualified individuals Exempt from the Human Resources Act (EHRA) because they serve in policymaking, confidential, or special-assistant roles. We are an Equal Employment Opportunity Employer. Our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved.

We invite all potential applicants to apply for any positions they are qualified for. It is the policy of the State of North Carolina and the Office of the Governor (GO) that all employees provide proof of employment eligibility (immigration and naturalization) on the first day of employment. We participate in E-Verify (Employment Eligibility Verification System).

This is a full-time position (40 hours per week) with State Benefits

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All applicants must complete and submit a state application for employment by 11:59 pm on the closing date; otherwise, the application will be deemed untimely and will not be processed.

Please complete the Education (including high school and all degrees obtained), Work Experience, and Certificates & Licenses sections. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.

Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the "Work Experience" section of the application to support your answers.

Degrees must be received from appropriately accredited institutions. Transcripts and degree evaluations may be uploaded with your application. The State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants seeking certification of their credentials as equivalent. For a list of organizations that perform this specialized service, please visit the NACES membership website.

If multiple applications are submitted to an individual posting, only the most recent application received before the closing date will be accepted. Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone.

To check the status of your application, please log in to your account. On the closing date, applications are "Under Review" and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks.

If there are any questions about this posting other than your application status, please contact the individual listed on this posting at 984.236.0800.

Veterans’ and National Guard Preference

Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications.

Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with an honorable discharge and six years of creditable service, must attach a copy of DD Form 256 or NGB Form 22, along with the state application.

ADA Accommodations

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), OSHR is committed to the full inclusion of all qualified individuals. As part of this commitment, OSHR will ensure that people with disabilities or known limitations covered by the PWFA are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Recruiter:

Karen Cobb Cheek

Recruiter Email:

[email protected]