Supervisor, Customer Support Systems

City-of-Seattle; Seattle (WA); On-site; USD 129,000 - 149,000; Full time

Job summary

Seattle City Light in Seattle seeks a Supervisor, Customer Support Systems to lead a team of functional analysts and drive the design, delivery and maintenance of customer-facing technology aligned with our reliability and service objectives.

You will translate business requirements into clear system design, collaborate with stakeholders across City departments and vendors, guide multiple small projects to timely, high-quality outcomes, and support a responsive, user-friendly experience for

Qualifications

• Requires five years of system, procedures, research or analysis.
• Experience supervising staff in a technology or customer service environment.
• Ability to translate business requirements into clear system design needs and evaluate technology solution options.
• Experience working with customer-facing systems or enterprise applications.
• Strong analytical and organizational skills.
• Knowledge of SDLC.
• Ability to manage technology vendors and contractual commitments.
• Demonstrated ability to manage multiple small projects and deliver on schedule.
• Strong communication across diverse stakeholder groups.
• Working knowledge of SQL and robotic process automation.
• Familiarity with public sector operations is a plus.

Responsibilities

• Supervise a team of functional analysts and contribute to system design, delivery and maintenance.
• Collaborate with stakeholders to define goals and develop an annual project workplan.
• Ensure staff deliver high-quality outcomes on time and manage vendor/IT resources.
• Translate business needs into technical designs and communicate with customer-facing teams.
• Guide projects through testing, implementation and continuous improvement.

Skills

Staff supervision

Requirements translation

Customer-facing systems

Cross-team coordination

System testing

Analytical thinking

Communication

SDLC knowledge

Vendor management

Project management

Multi-project management

Technical communication

SQL

RPA

Education

Bachelor's degree in business/public administration/finance/CS or related field

Tools

SQL

Robotic Process Automation

Job description

Seattle City Light, a department of the City of Seattle, is one of the nation’s largest municipally owned utilities in terms of the number of customers served. Over the years we have worked very hard to keep Seattle's electricity affordable, reliable, and environmentally sound. Today, City Light is a recognized national leader in energy efficiency and environmental stewardship.

This role serves as the supervisor and primary subject matter expert for multiple customer technology systems. It works closely with stakeholders at all levels to support customer-centric technology including, but not limited to, utility assistance programs, customer engineering workflows, energy-efficiency initiatives, and customer relationship management. The position leads small projects from defining business requirements through delivery of the final solution, while contributing to the broader strategy established by the Customer Technology Solutions Manager. In addition, this role serves as part of the Customer Technology leadership team, supervising staff responsible for product stability, future enhancements, system design and configuration. All activities support Seattle City Light’s commitment to reliability, organizational agility, exceptional customer experience, and environmental stewardship.

This position will report to the Customer Technology Solutions, Senior Manager.

The Supervisor, Customer Support Systems assists the team through planning, delivery, and continuous improvement of customer-facing technology directly aligned with Seattle City Light’s strategic priorities.

You will have two key responsibilities, supervising a team of functional analysts as well as individual contribution to system design, delivery and maintenance. Working closely with internal and external stakeholders, the supervisor partners with staff to identify the goals of the business groups they support and develops an annual project workplan. The incumbent is accountable for managing their own projects through delivery while supporting staff to achieve high-quality deliverables. Together the team ensures technology solutions meaningfully improve the customer experience and strengthen community trust.

While a deep technical background is not required, the role serves as a key interface with system architects, developers, data scientists, and technical project managers. Success requires the ability to understand both business needs and complex technical concepts, evaluate solution options, and translate technical designs into clear communication for customer-facing teams. Working knowledge of database structures, system workflows, structured query language, and robotic process automation are important skills to bring with you.

This position provides direct supervisory leadership of functional analysts and matrix management oversight of vendor and IT resources. The supervisor ensures staff are assigned appropriately, supported equitably, and working at a productive and sustainable cadence in accordance with workplace expectations. They guide the team toward meeting timelines, maintaining quality standards, and delivering outcomes that reflect Seattle City Light’s values of reliability, environmental stewardship, organizational agility, and exceptional customer experience.

The role also involves frequent communication with a broad network of stakeholders. Many systems overseen by this position are jointly owned, requiring coordination across internal divisions and several City departments, including Seattle Public Utilities, Seattle Information Technology Department, Seattle Human Services Department and others. The supervisor fosters strong relationships and collaborative decision-making, ensuring all partners remain informed and aligned as systems evolve to better serve the community.

Required Qualifications

In addition to the skills and experience mentioned below, a successful applicant will have experience that reflects a commitment to creating fair and equitable outcomes and has:

Experience

Requires five years of system, procedures, research or analysis.

Education

Bachelor's degree in business or public administration, finance, computer science or a related field (or a combination of education, training, experience that provides an equivalent background required to perform the work of the class).

Desired Qualifications

You will be successful if you have the following experience, skills, and abilities:

• Experience supervising staff, ideally in a technology or customer service environment.
• Ability to translate business requirements into clear system design needs and evaluate technology solution options.
• Experience working with customer-facing systems, enterprise applications, or utility-related technologies.
• Comfortable coordinating work across internal divisions and external partners, including vendors and IT teams.
• Proven experience with system test development, execution, and documentation.
• Strong analytical, problem-solving, and organizational skills.
• Knowledge of and experience working with a software development life cycle (SDLC).
• Ability to manage technology vendors and contractual commitments.
• Demonstrated ability to manage multiple small projects, set priorities, and deliver results on schedule.
• Strong communication skills with the ability to convey technical concepts to non-technical audiences and collaborate across diverse stakeholder groups.
• Working knowledge of database structures, system workflows, and structured query language (SQL)
• Robotic process automation background, particularly translating business steps into robotic process designs.
• Familiarity with public sector operations or regulated environments is a plus.

Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or withoutnotice

Emergency Response Commitment

Seattle City Light is committed to reliable service during emergencies. Through our Emergency Response Program, each employee is assigned a role - usually aligned with their regular duties to support emergency operations. Your participation is required and vital to helping the utility stay prepared and serve our community when it matters most.

The full salary range for this position is $61.96 to $71.86 per hour.

Who May Apply

This position is open to all candidates that meet the qualifications. Seattle City Light values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. Seattle City Light encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, and those with diverse life experiences.

Job offers are contingent on the verification of credentials and other information required by the employment process, including the completion of a background check. The background check will involve a criminal history check, which includes conviction and arrest records in compliance with Seattle’s Fair Chance Employment Ordinance, SMC 14.17 and the City of Seattle Personnel Rule 10.3. A driving history review may be conducted in compliance with SMC 4.79.020. Applicants will be provided an opportunity to explain or correct background information.

The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits

Want to know more about Seattle City Light? Check out our web page: https://www.seattle.gov/city-light/about-us/careers