Director of Customer Experience & Innovation

City of Seattle; Seattle (WA); Hybrid; USD 191,638,000 - 316,198,000; Full time

Benefits offered by this job

Hybrid work schedule

Diversity and inclusion benefits

Job summary

The City of Seattle, Finance and Administrative Services (FAS), seeks an executive leader to direct the Customer Service Division. You will oversee a staff of 33 across multiple worksites and drive a customer-first operations culture aligned with City priorities.

You will lead strategic planning, system improvements, and equitable service delivery across city departments, embracing technology and Voice of the Customer insights to enhance performance metrics and reporting.

Qualifications

• Experience leading customer service in private or public sector.
• Bachelor's degree in public or business administration, communications, or related area.
• Commitment to creating fair and equitable outcomes.

Responsibilities

• Oversee development and implementation of short- and long-term plans for the division, including a customer service strategy.
• Understand the technological landscape and adopt new solutions for service improvements.
• Lead strategic planning for customer service system solutions.
• Partner with FAS divisions, City departments, elected officials and stakeholders to meet priorities.
• Provide executive-level support to management and build a customer-first operations organization.

Skills

Strategic leadership

Equity focus

Operations management

Stakeholder engagement

Education

Bachelor's degree

Job description

The City of Seattle, Finance and Administrative Services (FAS), seeks an executive leader to direct the Customer Service Division. You will oversee a staff of 33 across multiple worksites and drive a customer-first operations culture aligned with City priorities.

You will lead strategic planning, system improvements, and equitable service delivery across city departments, embracing technology and Voice of the Customer insights to enhance performance metrics and reporting.