Senior Permitting Experience Manager

City of Cleveland; Cleveland (OH); On-site; USD 80,000 - 110,000; Full time

Job summary

City of Cleveland seeks a Customer Experience Manager for the Department of Building and Housing to ensure exceptional service for permits and registrations. You will lead daily operations and coordinate across city departments to smooth complex projects.

The role requires a Bachelor's degree, 6 years of management experience, and strong analytical skills. You will develop improved permitting processes, monitor performance, and mentor staff to deliver high-quality outcomes.

Qualifications

• Bachelor’s degree required.
• Two (2) years of any equivalent combination of education, training, and experience may substitute for each year of college education lacking.
• Six (6) years of full-time management experience required.
• Four (4) years of demonstrated leadership experience.

Responsibilities

• Provide exceptional customer service as the first point of contact for customer 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 that customers receive prompt communications about project status.
• Represent Building and Housing as the lead for all development projects, housing initiatives, and mayoral priorities.

Skills

Customer service

Relationship management

Cross-functional collaboration

Process improvement

Communication

MS Excel

Team leadership

Prioritization

Education

Bachelor's degree

Tools

Microsoft Excel

Job description

City of Cleveland seeks a Customer Experience Manager for the Department of Building and Housing to ensure exceptional service for permits and registrations. You will lead daily operations and coordinate across city departments to smooth complex projects.

The role requires a Bachelor's degree, 6 years of management experience, and strong analytical skills. You will develop improved permitting processes, monitor performance, and mentor staff to deliver high-quality outcomes.