Field Operations & Customer Services Leader

Tacoma Public Utilities; Tacoma (WA); On-site; USD 141,000 - 199,000; Full time

Job summary

Tacoma Public Utilities seeks a visionary Customer Services Assistant Division Manager to lead Field Operations and Mail & Print Services. You will manage ~35 staff, drive service improvements, and foster strong labor relations while guiding strategic initiatives for customer care and operational excellence.

The role emphasizes employee development, cross-team collaboration, and effective change management within a public utility context.

Qualifications

• Bachelor's degree in business or public administration, communications or related field.
• 6 years of progressively responsible customer service experience including 1 year in a supervisory role.

Responsibilities

• Provide strategic direction and operational oversight for Field Operations and Mail & Print Services.
• Lead employee engagement, labor relations, and professional development for supervisors and staff.
• Direct field operations, invoicing, and customer correspondence to ensure quality service.
• Develop budgets, forecast costs, and improve financial and operational performance.
• Represent Customer Services on cross-functional teams and technology initiatives.

Skills

Leadership

Change management

Labor relations

Budget management

Employee development

Cross-functional collaboration

Education

Bachelor's degree in business or public administration

Job description

Tacoma Public Utilities seeks a visionary Customer Services Assistant Division Manager to lead Field Operations and Mail & Print Services. You will manage ~35 staff, drive service improvements, and foster strong labor relations while guiding strategic initiatives for customer care and operational excellence.

The role emphasizes employee development, cross-team collaboration, and effective change management within a public utility context.