Director of Customer Experience & Equity

City-of-Seattle; Seattle (WA); On-site; USD 139,000 - 230,000; Full time

Job summary

City of Seattle seeks a visionary Customer Service Division Director to lead a team of 33 across multiple worksites and connect residents with City services through CSB, centers, and the Find It, Fix It app.

The successful candidate will evolve our customer service strategy to provide clear, quick, and equitable responses, oversee the division's budget and performance metrics, and collaborate with City departments and elected officials to deliver exceptional public service.

Qualifications

• Seven (7) years of progressively responsible experience in customer service in private or public sector.
• Bachelor's Degree in public or business administration, communications, or related area with five (5) years of progressively responsible experience in customer service in private or public sector.

Responsibilities

• 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.
• 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 division budget.
• Oversee the City’s interactive customer service application (mobile app/web).

Skills

Strategic leadership

Customer service management

Equity and social justice

Stakeholder management

Staff development

Education

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

Job description

City of Seattle seeks a visionary Customer Service Division Director to lead a team of 33 across multiple worksites and connect residents with City services through CSB, centers, and the Find It, Fix It app.

The successful candidate will evolve our customer service strategy to provide clear, quick, and equitable responses, oversee the division's budget and performance metrics, and collaborate with City departments and elected officials to deliver exceptional public service.