MC311 Division Chief MLS Manager II Grade M2
MC311 Division Chief MLS Manager II Grade M2
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Job Description
About the Position
This Position is ONLY Open to Montgomery County Government Employees:
Current Montgomery County Governmentemployees;
Montgomery County employee who was affected by reductioninforce and currently have RIF priorityrights;
Active Montgomery County local fire and rescue department volunteers with at least 50 points under the length of service award program (LOSAP); or
Active Project SEARCH Interns or former Montgomery County Government Customized Employment Public Interns or Project SEARCH Interns within 24 months of completion of internship.
The expected salary range on hire for this role is$110403 $194963
WHO WE ARE
The mission of the Department of Technology and Enterprise Business Solutions (TEBS) is to be responsive collaborative and innovative in providing technology solutions and services tofacilitatethe delivery of a wide range of services in all branches of government. The department strives to provide its solutions and consultative services in a costeffectivetimely and highquality fashion to reduce service times avoid inflated costs reduce information security risk and improve the quality of County services through automationassisted process improvement. The departmentfacilitatesbusiness and reengineering processes to improve legacy workflow and streamline services to our customers.
WHO WE ARELOOKING FOR
The MC311 Directoris responsible formanaging and overseeingMontgomeryCountys 311 customer center in the Department of Technologyand Enterprise Business Solutions(TEBS). The role ensures efficient delivery of nonemergency government services and information to residents businesses and visitors. This position requires strategic leadership operational oversight and a focus on improving customer service through technology datadriven decisions and staff development.
What Youll Be Doing
As the Division Chief for Montgomery Countys MC311 customer centerareas of focus andresponsibilities will include:
Leadership & Strategy
Developingand implementingstrategic plans to improve the efficiency and effectiveness of MC311 services.
Establishingservicelevel agreements (SLAs) and performance benchmarks to ensure highquality service delivery.
Collaboratingwith the County Council and County departments to streamline information sharing and enhance response protocols.
Leadingefforts to expand and improve MC311 services including digital platforms and selfservice options.
Fosteringa customerfocused culture that promotes innovation responsiveness and accountability.
Operational Management
Managingthe daytoday operations of the MC311 customercenter ensuringoptimalstaffing training and performance.
Developingand enforcingoperational policies procedures and quality assurance standards.
Overseeingstaff schedules resource allocation and callhandling procedures tomaintainefficient service levels.
Utilizingdata analytics tools to audit and assess trendsidentifyservice gaps and implement improvements.
Technology & Systems
Overseeingthe implementation maintenance and enhancement of MC311 software platforms.
Ensuringintegration with other County IT systems to provideaccurate realtime information.
Coordinatingwith other TEBS leadership to troubleshoot technical issues and ensure system security.
Maintaining knowledgeregardingnew callcentertechnologies including artificial intelligence (AI) and business intelligence (BI) powered solutions.
Community Engagement & Outreach
Developingmarketing and public awareness campaigns to promote MC311 services.
Engagingwith community groups advocacy organizations and stakeholders to improve service accessibility.
Representingthe County at public meetings events and media engagements as the face of MC311 services.
Staff Development & Management
Recruiting training and managingMC311 staff ensuring they are equipped to handle diverse customer needs.
Providingregular coaching performance evaluations and professional development opportunities.
Promotingan inclusive work environment that values diversity and fosters collaboration.
Reporting & Accountability
Trackingand reportingkey performance indicators (KPIs) such as call volumes response times and customer satisfaction.
Preparingreports for County leadership on MC311 activities service trends and improvement initiatives.
Managingthe MC311 budget including staffing equipment and operational expenses.
This position requires the ability to attend meetings or perform work at locations outside the office.
A criminal background and credit history check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision.
Minimum Qualifications
Experience:Seven years of progressively responsible professional experience in customer service leadership project leadership strategic planning data management or technology innovation three years of which were in a supervisory or executivecapacity.
Note:The term executive is further defined as a high echelon or high level position in an organization that is assigned technical research management advisory services responsibilities or policymaking duties and responsibilities that exerts considerable influence on organizational policy plans and operations through technical research management advisory services and/or policymaking duties and responsibilities (e.g. County positions at Grade 30 or above).
Education: Graduation from an accredited college or university with aBachelors Degree.
Equivalency:An equivalent combination of education and experience may be substituted.
Preferred Criteria Interview Preferences
All Applicants will be reviewed by the Office of Human Resources (OHR) for minimum qualifications. Those applicants who meet minimum qualifications will be rated Qualified placed on the Referred List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade or higher will be placed on the Referred List as a Transfer candidate and may be considered for an interview.
Preference for interviews will be given to applicants with experience in the following:
Strong leadership and teambuilding skills.
Excellent communication conflict resolution and customer service skills.
Proficiencyin data analysis and performance metrics.
Knowledge of municipal government structure and services.
Knowledge of callcenterbest practice strategies and solutions.
Ability to manage multiple projects deadlines and complete priorities.
IMPORTANT INFORMATION
The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.
Montgomery County Government(MCG) is an equal opportunity employer committed to workforce diversity. Accordingly as it relates to employment opportunities the County will provide reasonable accommodations to applicants with disabilities in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at. Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.
MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference refer to the Careers webpage onHiring Preference.
All applicants will respond to a series of questions related to their education relevant experience knowledge skills and abilities required to minimally perform the job. The applicants responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a Lateral Transfer candidate and may be considered for an interview.
This will establish an Eligible List that may be used to fill both current and future vacancies.
If selected for consideration for this position you may be required to provide evidence that you possess the knowledge skills and abilities indicated on your resume.
Montgomery County Ethics Law: Except as provided by law or regulation the Countys Public Employees (which does not include employees of the Sheriffs office) are subject to the Countys ethics law including the requirements to obtain advanced approval of any outside employmentand the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at19A12 of the County Code. Additional information about outside employment can be obtained from theEthics Commissionwebsite.
Required Experience:
Chief
Employment Type
Full-Time
