Field Operations & Customer Services Leader

City of Tacoma; Tacoma (WA); On-site; USD 141,000 - 199,000; Full time

Job summary

The City of Tacoma is seeking a seasoned Customer Services Assistant Division Manager to lead Field Operations and Mail & Print Services in TPU's Customer Services Division. You will oversee a team of about 35 employees, drive improvements in customer service delivery, and ensure alignment with organizational goals.

Responsibilities include strategic leadership, labor relations, and process enhancements, focusing on engagement, accountability, and sustainable results while fostering a culture of

Qualifications

• Bachelor's degree in business or public administration, communications or directly related field.
• 6 years of progressively responsible customer service experience including 1 year as supervisor or manager.
• Relevant education and experience may substitute for one another on a year-for-year basis.

Responsibilities

• Provide strategic direction and operational oversight for Field Operations and Mail & Print Services.
• Partner with employees to identify and implement creative solutions that improve customer service and operations.
• Explore cross-training and expanded customer service capabilities.
• Establish performance measures and implement improvements for quality and accountability.
• Evaluate emerging technologies to identify practical improvements and innovation.
• Foster a positive work environment with employee engagement and mutual respect.
• Build productive relationships with represented employees, union representatives, HR, and Labor Relations.
• Provide leadership, coaching, and professional development to supervisors and staff.

Skills

Leadership

People management

Strategic thinking

Change management

Communication

Education

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

Job description

The City of Tacoma is seeking a seasoned Customer Services Assistant Division Manager to lead Field Operations and Mail & Print Services in TPU's Customer Services Division. You will oversee a team of about 35 employees, drive improvements in customer service delivery, and ensure alignment with organizational goals.

Responsibilities include strategic leadership, labor relations, and process enhancements, focusing on engagement, accountability, and sustainable results while fostering a culture of