Tacoma, Washington, About the role: This senior leadership role is responsible for leading the Customer Services division and operations functions for Tacoma Public Utilities (TPU). This position oversees four teams specializing in call center operations, meter reading/field operations/mail services, customer assistance, and performance solutions. This includes five direct reports, a division of more than 150 union and non-unionized employees, and financial responsibility for $60M+ biennial budget. They will serve as part of the Customer Experience and External Affairs leadership team and engage with Communications, Community and Government Relations, and Customer Strategies and Analytics teams to ensure a unified customer experience. Under the direction of the Deputy Director of Customer Experience and External Affairs, the Customer Services Division Manager’s core focus is to plan, coordinate, and manage customer service operations. This role is responsible for the implementation of strategies, programs, policies, and procedures to assure high customer satisfaction that result in TPU customers feeling understood, valued, and empowered. About This Team : At TPU, we’re excited to bring Customer Experience to the forefront of what we do. We believe:
All customers and communities deserve compassionate and equitable service from their utilities.
Staff must be knowledgeable, empathetic advocates, who provide consistent, equitable support that assists customers in receiving the right solution.
Partnering with our customers and creating dialogue with them that is understanding and supportive and continues to adapt with the changing landscape of both community and technology.
Data is a powerful tool that informs decisions from our leadership, employees, customers, and community, through the lens of both qualitative and quantitative insights.
Essential Duties
Manage the Customer Services division, overseeing supervisors responsible for work scheduling, deliverables, customer service and experience operations, and quality control; manage, mentor, train, empower, and evaluate direct reports to lead them to develop their teams to their fullest potential through developing functional expertise and behaviors while fostering a continuous learning and development culture.
Own the delivery of consistent business practices, processes, and standards to uphold high levels of customer satisfaction, minimize customer effort, and cultivate positive employee experiences.
Oversee the development and implementation of performance metrics, policies, procedures, and regulations for the division. And support division financial operations, including budget development, monitoring, and procurement, from various sources across multiple activities and programs.
Conduct interviews, make hiring decisions, and assess employee performance, while also ensuring adherence to human resources procedures related to recruitment, discipline, termination, and other related processes.
Support the Deputy Director and executive leadership in formulating, executing, and overseeing departmental strategies, policies, goals, and objectives. Provide guidance on customer-focused action planning at the process level to ensure thorough implementation and alignment with customer needs.
Provide customer experience policy guidance and direction to the entire TPU organization as an enterprise subject matter expert.
Assist in leading and implementing improvement initiatives, programs, policies, and procedures tailored to enhance customer service operations.
Ensure Customer Services division remains up-to-date with the latest rates regulations, laws, and policies of all utilities served.
Provide input on the design of customer service systems to support customer experience goals, including new training programs, processes, technology, communications, automation, and more.
Prepare and deliver comprehensive reports, testimonies, and presentations detailing the performance and effectiveness of customer service operations to TPU leadership and policymakers. This includes accuracy assessments, progress updates, program activities, policy updates, and budget considerations.
The Ideal Candidate Ideally the successful candidate will possess:
An enthusiasm and empathy for the customer . You don’t just like to help – you go above and beyond to provide the best possible experience to each customer and consider how to do so at scale.
A passion for process and a keen eye for detail , with a focus on meeting timelines and exceeding expectations. It’s all in the details .
A way with words. Whether you’re interacting with a customer, teammate, or leader in person, via email, or by chat, you’re clear and concise. Communication is Key .
An Eye for Innovation . You’re a creative thinker who brings new ideas to the table.
A mastery of Collaboration . You’re a team player. You believe that to transform the utility industry, we must work together!
A Passion for Leadership . You have an open, positive, and collaborative leadership style and a desire to develop your team.
Compensation and Benefits
This salary range for this position is $143,312.00 - $201,801.60 annually.
The City offers a comprehensive total rewards package with one of the best pension packages in the market. For complete details, please explore the City of Tacoma Benefits Guide (Download PDF reader) (Download PDF reader) and Tacoma Employee’s Retirement System website.
Qualifications
We are seeking candidates who possess a relevant combination of the education, demonstrated experience, and skills in most or all of the following areas:
Minimum Education* Bachelor's degree in business or public administration, communications or directly related field Minimum Experience* 7 years of progressive experience in customer experience including 2 years prior as supervisor or manager
*Equivalency: 1 year of experience = 1 year of education Desired Qualifications
5+ years as a supervisor or manager in customer experience work involving large volume customer service.
Experience driving change through influence with ability to build strong relationships with cross-functional partners and evaluate existing policies, activities, and procedures; recommend and implement changes as appropriate.
Expertise in establishing and cultivating relationships with labor unions while effectively negotiating contracts.
Demonstrated experience with the principles and practices of customer service/customer experience and business administration.
Knowledge of financial systems, including internal budgeting and customer accounting.
Selection Process & Supplemental Information
This recruitment is being managed by Joanna Hambrick ( jhambrick@cityoftacoma.org ); if you would like to be notified of similar opportunities or stay connected with things going on at Tacoma Public Utilities and the City of Tacoma, connect with me on LinkedIn ! City of Tacoma Commitment to Diversity and Inclusion Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play. The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws. Apply Interested individuals should apply online and attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position. Reference checks will be conducted on final candidates and appointment is subject to passing a background check. Communication from the City of Tacoma: We primarily communicate via e-mail during the application process. E-mails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders. If you have any additional questions regarding this position, please contact the Human Resources Department at 253.591.5400 before 4pm on the closing date of this posting.