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Consumer Affairs Manager (Consumer Specialist III)

Fairfax County

FAIRFAX (EJ32), VA

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JOB DETAILS
SKILLS
Best Practices, Budgeting, Consumer Protection, Continuous Improvement, Customer Support/Service, Database Administration, Financial Fraud, Government, Leadership, Marketing Communications Strategy, Mentoring, Problem Solving Skills, Process Improvement, Regulations, Team Lead/Manager, Time Management, Track Customer Issues, Trend Analysis
LOCATION
FAIRFAX (EJ32), VA
POSTED
3 days ago
Our Consumer Services Division, supports the protection of the health, safety, and general welfare of residents through the provision of consumer services. Fairfax County is seeking an experienced and motivated Consumer Affairs Manager (Consumer Specialist III) to provide strategic leadership on consumer services in Fairfax County, Virginia. In this role, you will oversee the consumer complaint and investigation process, lead impactful and engaging outreach and education efforts, and manage a motivated team of highly skilled and experienced consumer specialists. This is an ideal opportunity for a visionary leader who thrives on problem-solving, advancing efficient and effective government services, enjoys mentoring and developing staff, and wants to make a tangible difference in the lives of residents in our community.

Responsibilities include:
  • Provides leadership on complex, high-impact consumer complaint investigations and serving as a go to subject matter expert on consumer protection laws, regulations, and best practices.
  • Leads a high performing Consumer Affairs team, including oversight of the consumer complaint and advice process, administration of the complaint database, community education and outreach, and staff support to Fairfax County Boards, Authorities, and Commissions (BACs).
  • Serves as a trusted and visible resource for residents, businesses, and public officials seeking guidance on issues such as tenant landlord disputes, financial scams and fraud, and working with contractors.
  • Uses data strategically, conducting in depth analysis of complaint trends, and translating findings into actionable budget, staffing, policy, and performance recommendations for agency leadership.
  • Drives continuous improvement by designing, implementing, and refining the consumer complaint and advice process, including streamlining workflows in the complaint database and ensuring timely, fair, and well documented case resolution.
  • Develops and leads innovative consumer education and outreach initiatives on a wide range of issues—tailored to the needs of Fairfax County’s diverse communities.
  • Creates and executes a proactive marketing and communications strategy (including events, digital content, and community partnerships) to expand community engagement and increase awareness of consumer services.
Job Type: FT Salary W BN
Agency: Cable & Consumer Services
Location: FX. CTY. GOVERNMENT CENTER, 12000 GOVERNMENT CENTER PKWY., FAIRFAX (EJ32)

About the Company

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Fairfax County