Director, Customer Experience & Innovation

City-of-Goodyear,-A; Goodyear (AZ); On-site; USD 120,000 - 180,000; Full time

Job summary

City of Goodyear seeks a Director of Customer Service and Innovation to lead efforts across service channels, including the 311 Call Center, with a focus on elevating customer experience and service excellence. The role requires strategic vision, strong analytics, and people-centered leadership to advance city-wide initiatives.

The ideal candidate will drive performance, implement modern tools, and cultivate a culture of continuous improvement, collaboration, and innovation across departments.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Seven or more years of progressive experience in customer service management, operations, innovation, or process improvement.
• Lean Six Sigma Black Belt Certification is highly desirable, but not required.
• Valid Driver’s License.

Responsibilities

• Direct organization-wide customer service strategies, aligning service delivery with strategic objectives, performance expectations, and long-term planning priorities.
• Lead the design, implementation, and monitoring of organizational performance measures, KPI frameworks, and customer experience dashboards used to guide decision-making and resource allocation.
• Oversee continuous improvement initiatives to streamline workflows, reduce service friction, and enhance operational efficiency across all customer service functions.
• Provide strategic leadership for the 311 Call Center, ensuring responsive, accurate, and high-quality service through modern tools, clear procedures, and effective staff development.
• Introduce and evaluate innovative technologies, service platforms, and process enhancements that strengthen customer engagement and support modernization of services.
• Collaborate with departments to improve customer touchpoints, integrate service systems, and promote organization-wide service consistency and accessibility.
• Develops and maintains customer feedback systems and analytics processes that identify service trends, monitor satisfaction levels, and guide continuous improvement efforts.
• Leads, mentors, and evaluates staff within customer service and innovation teams, cultivating a culture focused on service excellence, problem solving, adaptability, and innovation.

Skills

Strategic thinker

KPI frameworks

Continuous improvement

Call center operations

Culture builder

Relationship builder

Communication

Results driven

Education

Bachelor's degree or equivalent

Job description

City of Goodyear seeks a Director of Customer Service and Innovation to lead efforts across service channels, including the 311 Call Center, with a focus on elevating customer experience and service excellence. The role requires strategic vision, strong analytics, and people-centered leadership to advance city-wide initiatives.

The ideal candidate will drive performance, implement modern tools, and cultivate a culture of continuous improvement, collaboration, and innovation across departments.