Program Manager (Customer Service)

With supervisor approval incumbents may be eligible for intermittent remote work; however they must physically reside within the Sacramento region or have the ability to regularly report to a City of Sacramento physical worksite with little notice.

• The hiring training and overseeing of 26 customer service professionals.
• Establishing and maintaining policies and procedures for highly visible programs with citywide impacts which include a high volume of customer billing and/or service-related phone calls front counter in person cashiering e-mail written correspondence and operational radio dispatching Water and Wastewater/Drainage service calls.
• Performs research resolves and responds to a wide range of constituent questions complaints and concerns received by the Offices of the Mayor Council Members City Manager and Department Heads.
• Acts as the Building Manager for 1395 35th Avenue coordinating with multiple departments and jurisdictions in order to ensure the safety and security for the visitors and staff who occupy the building and for the maintenance of the facility and equipment contained therein.

• Apply Federal State County and City laws codes policies and regulations in a reasonable and empathetic manner when problem solving complex situations.
• Explain complex concepts in simplified terms using relatable analogies metaphors and real-world examples in order to answer and/or resolve potentially contentious constituent questions concerns and/or disputes.
• Review written communication to customers and assist staff with resolving highly contentious situations involving customers staff and/or organizations without being asked.
• Take charge when being made aware of situations that should be addressed by a member of management.

• Organizes coordinates and manages one or more major programs or projects with high visability and citywide impact; coordinates administrative functions including budget preparation financial management contract administration and personnel administration for the program.
  
• Develops procedures and methodologies within compliance requirements; interprets and applies existing policies to actual situations; coordinates development of work plans selects and supervises staff; meets with staff to identify and resolve problems assigns work activities and evaluates work products.
  
• Serves as principal contact for the program/project; confers with department heads division chiefs members of professional staff and other officials concerning programs regulations procedures policies etc.; represents the department in a variety of meetings involving program coordination or regulatory requirements; may serve on commissions or non-profit boards as part of program service delivery.
  
• Develops and maintains informational and statistical reports regarding program performance goal attainment and service levels; conducts customer service audits and delivers customer service training.
  
• Works with vendors and suppliers; writes RFP/RFQs contracts and grant applications; negotiates terms conditions and performance standards.
  
• Provides exceptional customer service to those contacted in the course of work.
  
• Other related duties may also be perfomed; not all duties listed are necessarily performed by each individual holding this classification.

Knowledge of:

• Principles and practices of public administration including governmental finance budgeting personnel administration procurement methods.
  
• Methods and practices of modern office management.
  
• Advanced principles and practices of research analysis and technical report writing.
  
• Functions and missions of publicly appointed Boards or Commissions.
  
• Principles and practices of supervision.
  
• Advanced principles and practices of project/program development management and administration.
  
• Principles and practices of supervision and training.

• Collecting and analyzing large volumes of data and reaching a conclusion supported by the research.
  
• Building a consensus among parties with competing or conflicting interests.
  
• Supervising and motivating employees and generating department-wide cooperation in support of strategic goals and plans.
  
• Use of computers computer applications and software.

• Prepare technical or analytical reports.
  
• Interpret and apply regulatory practices rules and policies to actual situations.
  
• Present ideas effectively orally and in writing.
  
• Establish and maintain effective working relationships with people of diverse backgrounds.
  
• Meet deadlines in a highly political environment.
  
• Effectively plan develop and implement a comprehensive program with a broad scope and high degree of complexity.
  
• Manage highly complex subject matter.
  
• Make program or project changes based on analysis of results new legislation or departmental changes.
  
• Exercise administrative supervision and direction over professional technical and clerical staff.

PROOF OF EDUCATION

Proof of education such as but not limited to university/college transcripts anddegrees should be submitted with your application and will be required at the time of appointment. Unofficial documents and/or copies are acceptable.

An applicant with a college degree obtained outside the United States must have education records evaluated by a credentials evaluation service. Evaluation of education records will be due at time of appointment.

Please note the City of Sacramentos preferred method of communication with applicants is via e-mail. As such please ensure you verify the e-mail address on your application and check your e-mail frequently including your spam and junk e-mail notifications can also be accessed through the applicant inbox.

1. Application: (Pass/Fail) All applicants must complete and submit online a City of Sacramento employment application by the final filing deadline;

• Employment applications must be submitted online; paper applications will not be accepted.
• Employment applications will be considered incomplete and will be disqualified:
  • If applicants do not list current and past job-related experience in the duties area of the Work Experience section.Note: Qualifying experience is based on full-time experience (40 hours per week). Qualifying experience is calculated to the full-time equivalent (pro-rated if less than 40 hours/week).
  • If see resume is noted in the Work Experience section; a resume will not substitute for the information required in the Work Experience section.
• Position/job titles will not be considered in determining eligibility for meeting the minimum qualifications for this position.
• Proof of education such as but not limited to university/college transcripts and degrees should be submitted online with your application. Proof of education will be required at time of appointment.

2. Supplemental Questionnaire:(Pass/Fail) In addition to the City of Sacramento employment application all applicants must complete and submit online responses to the supplemental questionnaire to the City of Sacramento Employment Office by the final filing deadline;

• Responses to the supplemental questionnaire must be submitted online; paper questionnaire will not be accepted.
• Incomplete supplemental questionnaire will not pass the review process; omitted information cannot be considered or assumed.
• A resume will not substitute for the information required in the supplemental questionnaire.
• Possession of the minimum qualifications is not necessarily a guarantee for further advancement in the selectionprocess.

3. Screening Committee: (Pass/Fail) - All applications received by the final filing deadline will be forwarded to the hiring department for review. The hiring department will select the most competitive applications for further consideration. Human Resources will only evaluate employment applications for the minimum qualifications as stated on the job announcement for applications selected by the hiring department.

4. Interview Process:Human Resources will forward applications to the hiring department. Those determined to be the most qualified candidates will be invited to participate in an interview process.

5. Conditional Hire:Upon receipt of a conditional offer the selected candidate must complete and pass Live Scan/ applicable candidates may also need to pass a pre-employment medical exam controlled substance and/or alcohol test and possess any required licensure or certification prior to receiving a start date from the Department. Failure to meet these prerequisites will be grounds for withdrawal of your conditional offer of employment.

QUESTIONS:
For questions concerning this job announcement and the application process:

• Please visit for a comprehensive step-by-step guide to the application process.
• For technical support between 6 AM - 5 PM PT contact Live Application Support at .
• Visit the City of Sacramento Human Resources Department website at an email to ; or
• Call the Human Resources Department at