Customer Service Division Director

The City of Seattles Finance and Administrative Services Department (FAS) has an outstanding opportunity for a Customer Service Division Director.

The FAS Customer Service division is responsible for connecting Seattle residents with City services through a variety of entry points including the Customer Service Bureau which manages phone calls and online requests; in-person Customer Service Centers and the Find It Fix It mobile app.

Customer expectations and needs have grown in line with technology improvements and an expansion of City services. To meet these needs FAS seeks a forward-seeking visionary leader that can evolve our customer service strategy to provide clear quick and seamless responses.

In this role you will ensure the highest level of customer service possible to the community at large and City departments. You will serve as a member of the FAS leadership team and lead a staff of 33 across multiple worksites.

About FAS
FAS is often the publics first interaction with the City of Seattle operating as a customer-focused front door that assists with everything from paying utilities or reporting a pothole to requesting public information or even adopting a new pet.

The 500-plus employees of FAS span across 10 divisions and work behind-the-scenes providing critical functions like managing 120 City facilitiesincluding police and fire stationsoverseeing the Citys neighborhood customer service centers and Customer Service Bureau and making sure minority-owned businesses can equitably compete for City contracts. No matter the need FAS is hereat your service.

About the Customer Service Division
FAS delivers customer service through multiple channels systems and processes. The FAS Customer Service Division is composed of the Citys Customer Service Bureau (CSB) the Downtown Customer Service Center and six neighborhood Customer Service Centers located throughout Seattle. Over the phone online and in person customers can get information request services pay bills resolve problems and voice opinions. The division is the business owner of the Citys Motorola CSR application which includes the popular Find It Fix It mobile app.

Customers expect clarity transparency and easy access to City services. They want government services to work together seamlessly behind the scenes to fulfill their requests and answer their questions. But because the systems supporting request fulfillment are not fully connected service provision can lag and be difficult to track to fulfillment.

FAS is looking for a visionary leader with practical operational experience to solve universal challenges to service provision while continuing to improve the customer experience at the City. The successful candidate will leverage thoughtful improvements to the organizational operational and technological capabilities of customer service to support consistent and equitable customer experiences.

The Customer Service Division team champions race and social justice which requires fostering a relational culture and an openness to learn and apply new ideas and skills through an equity lens. This position applies concepts of race and social justice to all work and engages in departmental efforts to eliminate racial disparities in City government and increase service equity to the broader community.

In this position you will provide executive level support to your management team and develop and lead a customer-first operations organization that provides a high level of service. The successful candidate will:

• Oversee development and implementation of short- and long-term plans and goals for the division including the development and implementation of a customer service strategy.
• Understand the technological landscape and embrace new solutions to customer service challenges.
• Lead strategic planning for customer service-related system solutions.
• Partner with other FAS divisions City departments elected officials and key stakeholders to achieve customer service goals in line with City priorities.
• Participate in decision making as a collaborative and strategic member of the FAS leadership team.
• Direct and lead Customer Service management team and staff.
• Steer the delivery of enhanced business systems and processes and lead the review and development of customer service improvement initiatives.
• Incorporate the Voice of the Customer in customer service delivery.
• Oversee the development of performance metrics and reporting.
• Facilitate the development and implementation of equity policies and practices aligned with department values.
• Oversee the development and implementation of policies and procedures.
• Oversee division budget.
• Oversee the Citys interactive customer service application (mobile app/web).

Minimum Qualifications:
In addition to the skills and experience described above a successful applicant will have:

• Experience reflecting a commitment to creating fair and equitableoutcomes
• Seven (7) years of progressively responsible experience in customer service in private or public sector

OR

• A Bachelors Degree in public or business administration communications or related area. And five (5) years of progressively responsible experience in customer service in private or public sector

(Or a combination of education training experience which provides an equivalent background required to perform the work of the class).

You will be successful if you are a collaborative innovative strategic leader who thrives working in a diverse culture and have the following experience skills and abilities:

• Demonstrated success as a strong strategic and visionary leader meeting evolving customer needs.
• Forward thinking and innovative approach embracing new technology and challenging currently held beliefs about service delivery.
• Passion and commitment to customer service.
• Knowledge of how to interpret the customers voice and improve their experiences.
• Demonstrated flexibility strategic thinking and creative problem solving.
• Excellent interpersonal skills including strong leadership relationship management and tactful negotiation and diplomacy.
• Expertise managing represented and non-represented staff.
• Strong written and verbal communication and listening skills that can materialize into collectively creating broad and specific visions to a wide range of audiences.

• Ability to exercise executive-level judgment in a fast-paced environment.

This position is classified as an Executive 2. The full salary range for this job classification is $66.88 - $110.35 per hour. This position is FLSA exempt (not eligible for overtime) and is exempt from Civil Service.

Work Environment
This position requires a minimum of three days per week of onsite work. Alternative Work Arrangements and hybrid telework schedules for work conducted in a normal office environment may be considered and will be based on operational needs and consistency with FAS policies.

FAS supports the City of Seattles Race and Social Justice Initiative to end institutionalized racism by eliminating barriers to access providing the staff and public with opportunities for growth and developing equitable access to the programs and services we offer. If you share those values and meet the qualifications we invite you to apply for this position.

Application Process
Applications are reviewed after the posting closes. You must submit the following items to be considered for this position no later than 4:00pm Pacific Time on the scheduled closed date.

The following are required and incomplete applications will not be considered:

1. Completed NEOGOV online application.
2. Cover letter describing how your skills and experience align with the stated job responsibilities and qualifications.
3. Current resume indicating relevant experience knowledge skills and education.

Background Check:Applicants must successfully pass a background check which will be conducted in accordance with Seattles Fair Chance Employment Ordinance SMC 14.17. Applicants will be given a chance to explain or correct background information and provide verifiable information of good conduct and rehabilitation.

Why work at the City of Seattle The City of Seattle recognizes every City employee must play a role in ending institutional and structural racism. Our culture is the result of our behavior our personal commitments and the ways that we courageously share our perspectives and encourage others to do the same. To cultivate an antiracist culture we seek employees who will engage in the Race and Social Justice Initiative by working to dismantle racist policies and procedures unlearn the way things have always been done and provide equitable processes and services.

The City of Seattle offers a comprehensive benefits package including vacation holiday and sick leave as well as medical dental vision life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the Citys website at: May Apply:The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race color creed national origin ancestry sex marital status disability religious or political affiliation age sexual orientation medical condition or pregnancy. The City of Seattle encourages people of all backgrounds to apply including people of color immigrants refugees women LGBTQ people with disabilities veterans and those with diverse life experiences. If you have questions regarding this bulletin or employment at Finance and Administrative Services please send an email to. FAS promotes diversity and inclusion in employment. If accommodations are needed during the selection process please contact us.

CANDIDATE NOTIFICATION:

Many important notifications including interview or test invitations result notices and status updates will be sent electronically to the email address provided on the application. It is important that you provide a valid email address. Please add to your email address book and to the list of approved senders to prevent email notifications from being filtered as spam/junk/clutter mail. Candidates can also check for notifications by logging into and viewing their profile inbox which saves a copy of all emailed notices. It is the applicants responsibility to take the above steps to view correspondence.