Public Service Operations Manager

City of Hilliard; Hilliard (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

City of Hilliard is seeking a Public Service Operations Manager to oversee the Public Service Department, manage core municipal service contracts, SOP development, and system operations. The role provides leadership to administrative staff and supports operating and capital budget planning.

You will also supervise two Administrators, drive safety programs, coordinate with residents and contractors, and act as the Public Service Director in the director’s absence while guiding long-term capital

Qualifications

• Public sector operations knowledge and contract administration.
• Budget development, tracking, and management of operating and CIP budgets.
• Experience with enterprise asset management and GIS tools.
• Strong understanding of OSHA and EPA compliance standards.
• Excellent written and verbal communication with residents, vendors, and staff.
• Proven supervisory experience and decision-making under pressure.

Responsibilities

• Oversee vendor performance for city service contracts (solid waste, recycling, mowing, etc.).
• Develop, implement, and update SOPs across divisions to improve efficiency and safety.
• Direct the service request/work order system and ensure timely responses.
• Supervise two Administrator positions and conduct performance evaluations.
• Lead staff training and development for safety and regulatory compliance.
• Serve as acting Public Service Director in their absence.
• Assist with annual operating and CIP budgets and monitoring.
• Track expenditures and assist with long-term capital planning.
• Act as liaison with community, contractors, and city leadership for updates and inquiries.
• Ensure all activities comply with safety/environmental regulations (OSHA/EPA).
• Perform other day-to-day tasks and special projects as needed.

Skills

Public Sector Operations

Financial Management

Technical Proficiency

Regulatory & Safety Compliance

Communication & Public Relations

Leadership & Problem-Solving

Education

Bachelor’s degree in Public Administration/Public Administration/related field

Tools

Enterprise asset management software

Work order tracking systems

GIS mapping tools

Job description

The Public Service Operations Manager oversees the daily operations of the Public Service Department, managing core municipal service contracts, department programs, standard operating procedures, and system operations. This position provides leadership and direct supervision to administrative staff, plays a key role in operational and capital budget management, and serves as the primary operational representative to community members, contractors, and city leadership. The position acts as the Public Service Director in their absence.

Oversee and monitor vendor performance for City service contracts, including solid waste/trash, recycling, food waste/composting, mowing and landscaping, street sweeping, and other contracted operational services.

Develop, implement, and continuously update Standard Operating Procedures (SOPs) across all public service divisions to ensure efficiency, safety, and consistency.

Direct the department’s service request and work order management system, ensuring timely response, tracking, and resolution of community and operational issues.

Provide direct supervision, guidance, and performance evaluations for the department’s two Administrator positions.

Lead the department’s ongoing training and staff development programs to foster safety, regulatory compliance, and professional growth.

Serve as the acting Public Service Director during the Director's absence, handling leadership decisions, council updates, and department representation.

Assist the Public Service Director in preparing, administering, and monitoring the annual operating and capital improvement project (CIP) budgets.

Track division expenditures, analyze operational costs, and assist with strategic long-term capital planning.

Serve as a key liaison to community members, external contractors, regional partners, and city leadership to resolve complex inquiries and communicate program updates.

Ensure all department activities and contractor operations comply with applicable local, state, and federal safety and environmental regulations (including OSHA safety rules and EPA codes).

Perform other day-to-day operational tasks, special projects, and duties as assigned by the Public Service Director.

Required Knowledge, Skills, and Abilities:

• Public Sector Operations: Deep understanding of municipal operations, service delivery models, and public sector contract administration.
• Financial Management: Strong ability to develop, track, and manage complex operating and capital improvement budgets.
• Technical Proficiency: Experience with enterprise asset management software, work order tracking systems, and GIS mapping tools.
• Regulatory & Safety Compliance: In-depth knowledge of local, state, and federal compliance standards, including OSHA safety rules and state/federal EPA environmental codes.
• Communication & Public Relations: Excellent written and verbal communication skills with the ability to engage professionally with residents, council members, vendors, and staff.
• Leadership & Problem-Solving: Demonstrated skill in supervising personnel, managing conflicting priorities, and exercising sound judgment in high-pressure situations or in the Director’s absence.

Minimum Qualifications:

High School diploma is required. Bachelor’s degree from an accredited university in Public Administration, Business Administration, Civil Engineering, Environmental Science, or a related field is preferred.

Five to Seven years of progressively responsible experience in municipal operations, public works, or local government administration, including direct supervisory experience.

Valid Driver’s License (and any relevant professional certifications preferred, e.g., APWA certifications or OSHA compliance training).