Tow Lot Assistant Manager

**THIS POSITION IS OPEN TO CURRENT CITY OF MILWAUKEEEMPLOYEES ONLY**

Under the general direction of the Tow Lot Manager the TowLot Assistant Manager oversees the daily operation of the City of Milwaukee TowLot.

Tow Lot Operations and Contractor Management

• Assist in the management and oversight of the customer interaction process; work in tandem with staff to ensure excellent customer service standards while following protocols.
• Coordinate effective towing operations including emergency operations such as snow and ice control responses to floods windstorms or other emergency conditions.
• Coordinate with other Department of Public Works (DPW) divisions for adequate staffing and equipment to ensure public safety. Provide detailed and accurate communications to the management team.
• Ensure the enforcement of departmental rules regulations and policies.
• Monitor and maintain the Tow Lot facilities grounds and equipment including the surface yard attendant stations front office and security. Oversee the cleaning and video equipment contracts.
• Ensure that all aspects of Tow Low security are executed according to protocol.
• Provide information technology-related support including documentation intervention resolution and follow-up.
• Provide data analysis and processing for records maintenance and reports generation.
• Evaluate vehicles for sale or disposal.
• Manage contractor compliance vehicle sales vehicle intake and release and on-site processing.
• Coordinate and monitor the Junk-Bid auction process vehicle recycling contracts and towing contractors; conduct performance evaluations to create efficiencies. Assist in drafting and monitoring contracts and making recommendations for process improvements.
• Manage service of summons and complaints; oversee Division of Motor Vehicles and other auxiliary services processing.
• Ensure cars are disposed of in accordance with applicable laws and contractual obligations.
• Coordinate and conduct monthly contractor meetings.

Personnel Management and Policy Review

• Manage direct and monitor the daily operations to meet goals and objectives including ensuring staffing levels and employee performance financial accountability of revenue and expenditures and efficient and safe operations of the Tow Lot.
• Ensure that Tow Lot employees are properly informed regarding policies and procedures.
• Train and coach staff regarding customer service expectations and safety issues.
• Conduct periodic performance appraisals document poor performance and take corrective action.
• Review research and create policy initiatives and maintain the policy and procedure manual with updates.

Fiscal Management

• Manage cash handling transaction records and reports and monitor accounts payable and receivable.
• Assist in the implementation of the Tow Lot budget.
• Monitor the abandoned vehicle program.
• Produce reports using data and analysis from spreadsheets and computer programs.
• Monitor insurance and contract compliance.
• Monitor overtime levels with senior management.

Customer Service and Complaint Resolution

• Respond to damage claims complaints and questions from residents elected officials and other stakeholders taking appropriate action to correct or resolve issues responsively and professionally. Initiate quick resolution as appropriate to the situation.
• Ensure that claims are properly investigated distributed and reviewed. Ensure that customers are properly informed of the complaint process.

We welcome qualified individuals with disabilities who areinterested in employment and will make reasonable accommodations during thehiring process in accordance with the Americans with Disabilities Act (ADA) of1990 as amended by the Americans with Disabilities Act Amendments Act (ADAAA)of 2008.

The Tow Lot Assistant Manager must be willing and able to:

• Work various shifts and extended hours including weekends and holidays to meet the needs of the Tow Lot.
• Be on call 24/7 to provide management and oversight relative to City-wide emergency events personnel issues towing problems and investigations.
• Must withstand prolonged exposure to variable and extreme weather conditions including rain wind excessive heat intense cold and snow.
• Physically lift and move up to 10 pounds unassisted on occasion.

The pre-employment medical tests for this title include thefollowing:

• Physical Exam
• Vision Exam
• Audio-Gram

1. Regular status as a City of Milwaukee employee having successfully completed a probationary period for a civil service position or status as a City of Milwaukee employee in a fixed-term position.
2. Bachelors degree in business or public administration transportation and logistics project management or a related field from an accredited college or university.
3. Two years of progressively responsible experience in municipal management overseeing personnel workload staff schedules and training including multiple operations with varying priorities.
4. A valid Drivers License at the time of appointment and throughout employment.

Equivalent combinations of education and experience may alsobe considered.

NOTICE: Please do not attach your academic transcripts toyour employment application. The hiring department will verify candidateseducation as part of the background screening process prior to extending anyjob offer.

• Experience in municipal towing parking vehicle recycling or disposal snow and ice control or other emergency response operations.

Technical

• Knowledge of public works field operations.
• Knowledge of safety site security and safe work practices.
• Ability to quickly and accurately locate and/or assess City of Milwaukee streets neighborhoods boundaries and special conditions and locations necessary to daily and emergency operations.
• Ability to gain knowledge of salvaged vehicle processes including vehicle inspection evaluation and sales.
• Ability to interpret legislation and understand regulatory compliance issues related to towing.
• Ability to read and interpret work-related documents.
• Knowledge of mathematics statistics accounting and financial and human resources reporting.
• Ability to troubleshoot and maintain computers and related office equipment such as printers and copiers.
• Skill in using computer applications such as word processing spreadsheet and database as well as Oracle/PeopleSoft and video surveillance software.
• Skill in monitoring department financial activity and contracts and assisting in the development of budgets.

Management

• Knowledge of management principles and practices.
• Ability to assign duties set performance standards monitor work in progress evaluate performance and make hiring recommendations.
• Ability to train develop coach and counsel staff.
• Ability to achieve customer service excellence through staff training and supervision satisfactory complaint resolution and contractor compliance.
• Ability to foster an environment of inclusion wherein all employees are treated respectfully are valued for their strengths and feel that they can safely express themselves.

Communication and Interpersonal

• Verbal communication skills to express oneself clearly in interactions with others and positively represent the department in multiple forums.
• Written communication skills to prepare clear and concise correspondence and reports.
• Ability to collaborate effectively with diverse staff officials contractors and the public.
• Customer focus and a dedication to exceptional service delivery; ability to interact with residents in a courteous tactful and concerned manner.
• Ability to work cooperatively and fairly with people whose backgrounds may differ from ones own.
• Ability to remain calm in stressful situations defuse emotionally charged situations and seek solutions toward resolution; skill in diplomacy.

Judgment and Professionalism

• Problem-solving and analytical skills including the ability to evaluate options find the best solutions and make recommendations.
• High degree of initiative and dedication to process improvement.
• Decision-making skills and sound judgment.
• Planning organizational and time management skills to achieve objectives within deadlines including the ability to direct and coordinate staff.
• Ability to perform work with a high degree of accuracy detail and quality.
• Dedication and willingness to respond to the departments emergency response efforts.
• Ability to represent the City with professionalism honesty and integrity.
• Commitment to professional development and staying abreast of best practices in municipal towing and vehicle recycling.
• Ability to be a responsible steward of City of Milwaukee resources.

The current salary range (Pay Range 1GX) is$77551-$98703annually and the resident incentive salary for City of Milwaukee residentsis$79877-$101664.Appointment will be made in accordance with theprovisions of the salary ordinance.

THE SELECTION PROCESSwill be job-related and willconsist of one or more of the following: an evaluation of related educationexperience and accomplishments an evaluation of written communicationinterviews and/or other assessment methods. The Department of Employee Relationsand the Department of Public Works reserve the right to call only the mostqualified candidates to proceed in the selection process. Information from theselection process will be used to make a hiring decision. Selected candidateswill be transferred and/or promoted to the position.

INITIAL FILING DATE The selection process will beheld as soon as practical after the deadline listed above. Receipt ofapplications may be discontinued at any time after this date without priornotice. However recruitment may continue until the Citys needs have been applicant is responsible for attending all phases of the selection processat the time and place designated by the hiring authority.

NOTE:Transfer/Promotional Opportunities and PromotionalExaminations are not open to Milwaukee Public Schools employees or to thepublic. Only current City of Milwaukee employees and civilian personnel in MFDand MPD hired through a City Service Commission process who have successfullypassed a probationary period for a Civil Service position or who have status asa City of Milwaukee employee in a fixed-term position will be with exempt provisional temporary or emergency appointments arenot eligible for transfer.

• APPLICATIONS and further information may be accessed by visiting you would like assistance completing an application please contact the Department of Employee Relations at or.
• The Department of Employee Relations is located at City Hall 200 E Wells St Room 706 Milwaukee WI 53202.

EEO Code 103

The City of Milwaukee values and encourages diversity and isan equal opportunity employer.