Director of Customer Service and Innovation

The Director of Customer Service and Innovation leads organizational efforts to enhance customer experience, drive service excellence, and implement innovative practices across all service channels. This role is responsible for strategic planning, continuous improvement, performance measurement, and oversight of customer-facing operations, including the 311 Call Center.

Responsibilities

Directs organization-wide customer service strategies, aligning service delivery with strategic objectives, performance expectations, and long-term planning priorities; Leads the design, implementation, and monitoring of organizational performance measures, KPI frameworks, and customer experience dashboards used to guide decision-making and resource allocation; Oversees continuous improvement initiatives to streamline workflows, reduce service friction, and enhance operational efficiency across all customer service functions; Provides strategic leadership for the 311 Call Center, ensuring responsive, accurate, and high-quality service through modern tools, clear procedures, and effective staff development; Introduces and evaluates innovative technologies, service platforms, and process enhancements that strengthen customer engagement and support modernization of services; Collaborates with departments to improve customer touchpoints, integrate service systems, and promote organization-wide service consistency and accessibility; Develops and maintains customer feedback systems and analytics processes that identify service trends, monitor satisfaction levels, and guide continuous improvement efforts; Leads, mentors, and evaluates staff within customer service and innovation teams, cultivating a culture focused on service excellence, problem solving, adaptability, and innovation.

Requirements

Broad knowledge in a general professional or technical field, normally acquired through four years of college resulting in a Bachelor's degree or equivalent combination of education and experience; Seven or more years of progressive experience in customer service management, operations, innovation, or process improvement; Valid Driver's License; Ability to read and comprehend complex legal documents, development agreements and contracts, executive business letters and communications, development-related documents, master plans, design guidelines, construction site plans, budget documents, business magazines, journals, newspapers and technical reports, strategic or operational plans; Ability to perform moderately complex math calculations such as addition, subtraction, multiplication, division, college algebra, and statistics; College-level ability to write communication with executive management, City Council, and business executives; prepare marketing documents, development agreements, and concise, professional letters; Ability to manage and monitor work performance of a department including evaluating program/work objectives and effectiveness, establishing broad organizational goals and realigning work and staffing assignments for the department; Responsibility for final approval of a department's budgetary recommendations to a Deputy City Manager/City Manager; monitors progress toward fiscal objectives and adjusts plans as necessary; Performs duty assignments within broad parameters defined by general organizational requirements and accepted practices; independently decides how objectives are achieved and what resources are needed; Advanced skills and knowledge in approaches and systems affecting design and implementation of major programs, solutions for highly complex issues, and/or processes organization-wide; independent judgment and decision-making abilities; Interactions involve overseeing and/or approving final decisions regarding policy development and implementation; exercising participative management skills, high levels of emotional intelligence, networking and relationship building skills, negotiation, and ability to reach consensus on complex issues.

Nice to have

Lean Six Sigma Black Belt Certification; Strategic and innovative thinker; Expert in performance management and KPI frameworks; Strong continuous improvement leader; Call center operations expertise; Culture builder and people-centered leader; Collaborative relationship builder; Skilled communicator and change champion; Results-driven, purpose-driven leader