Chief Customer Service & Experience Officer

Seattle Finance and Administrative Services; Seattle (WA); On-site; USD 92,000 - 152,000; Full time

Job summary

The City of Seattle’s Finance and Administrative Services Department (FAS) seeks a visionary Customer Service Division Director to lead a 33-person team across multiple worksites and elevate city-wide customer experiences. This executive role requires strategic oversight of service delivery, equity initiatives, and technology-enabled processes.

You will partner with City departments and elected officials to shape a differentiated, customer-first approach, with accountability for performance

Qualifications

• Experience reflecting a commitment to creating fair and equitable outcomes.
• Seven (7) years of progressively responsible experience in customer service in private or public sector.
• Or a combination of education, training, experience providing an equivalent background.

Responsibilities

• Oversee development and implementation of short- and long-term plans for the division and 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 and stakeholders to meet goals.
• Direct and lead Customer Service management team and staff.
• Oversee the development of performance metrics and reporting.
• Oversee division budget and the City’s interactive customer service app.

Skills

Strategic leadership

Visionary leadership

Customer service strategy

Equity focus

Communication

Education

Bachelor's degree in public or business administration, communications, or related area

Job description

The City of Seattle’s Finance and Administrative Services Department (FAS) seeks a visionary Customer Service Division Director to lead a 33-person team across multiple worksites and elevate city-wide customer experiences. This executive role requires strategic oversight of service delivery, equity initiatives, and technology-enabled processes.

You will partner with City departments and elected officials to shape a differentiated, customer-first approach, with accountability for performance