Senior Customer Experience & Permitting Manager

City of Cleveland; West Virginia; On-site; USD 90,000 - 120,000; Full time

Job summary

City of Cleveland is seeking a Customer Experience Manager within the Building and Housing Department to ensure customers receive exceptional service when applying for permits and registrations.

This senior role collaborates with Development, City Planning, and other city teams to streamline major projects and improve permitting workflows. Ideal candidates have a Bachelor’s degree, 6 years of management experience, and strong analytical and communication skills.

Qualifications

• Bachelor’s degree required; substitution: two years per year of college education lacking may substitute for each year of college education
• Six years of full-time management experience required
• Four years of demonstrated leadership experience
• Strong critical thinking and analytical skills with ability to identify inefficiencies and implement effective solutions
• Excellent written and verbal communication skills
• Valid State of Ohio Driver’s License required

Responsibilities

• Provide exceptional customer service as the first point of contact for inquiries on major projects.
• Coordinate meetings between departments to facilitate progress on project reviews.
• Monitor major project progress daily to ensure permits move efficiently between city departments and customers receive prompt, clear status updates.
• Represent Building and Housing as the lead for development projects, housing initiatives, and mayoral priorities.
• Identify and implement enhancements to construction permitting processes to meet the needs of modern businesses, builders, and developers.
• Handle customer escalations about permits and address related concerns, reporting back in a timely manner.
• Monitor the city website to ensure Building and Housing pages are up-to-date and informative.

Skills

Customer service leadership

Communication

Cross-department collaboration

Process improvement

High-pressure collaboration

Education

Bachelor’s degree or higher

Tools

Excel

Microsoft Office Suite

Job description

City of Cleveland is seeking a Customer Experience Manager within the Building and Housing Department to ensure customers receive exceptional service when applying for permits and registrations.

This senior role collaborates with Development, City Planning, and other city teams to streamline major projects and improve permitting workflows. Ideal candidates have a Bachelor’s degree, 6 years of management experience, and strong analytical and communication skills.