The City of Raleigh’s FY21-25 Strategic Plan calls for the City to “Develop a comprehensive Citywide customer service strategy that helps ensure convenience and accessibility for community members.” This position provides city-wide leadership through the following:

• Providing subject matter expertise in developing the city’s vision and road map for customer service
• Convening city-wide customer service leaders to establish common goals, service expectations; service level standards, and tools to provide a seamless, high quality customer service experience
• Leadership on city-wide customer service initiatives including the implementation and administration of a Customer Relationship Management Tool; potential future coordination of a consolidated Public Service Area; and future ongoing evaluation and implementation of customer service technology and tools
• Coordinating with City Communications to create communication and web strategies that address common areas of inquiry and concern, and that help ensure consistent practices across the City when warranted
• Data and performance evaluation to assess city performance in customer service
• Escalating and addressing customer service trends and concerns with appropriate departmental and city leaders

Reporting to the Deputy City Manager, the Customer Experience Manager will work closely with all City departments in the development and implementation of the Center. 
Prospective candidates should demonstrate experience in managing high volume customer care centers / call centers including but not limited to recruitment of qualified staff, creation of policies and procedures, overseeing daily operations, developing training curriculum, and utilization of appropriate computer programs and technology. Additionally, prospective candidates should be comfortable establishing and working in a collaborative, innovative and matrix environment. Exceptionally qualified candidates will demonstrate experience with project management and implementation, to include implementation of technology.
Incumbents in this role will make interpretive decisions on behalf of the organization regarding the means for executing the goals established by city policy and the supervisor, subject to constraints imposed by available technology and resources. Such interpretive decisions provide context for the work to be accomplished by direct subordinates and staff within partner customer service units.
To learn more, view our recruitment brochure, here.

• Lead and serve as administrator of the City’s Customer Relationship Management System
• Provide leadership in the development of service level standards across the organization
• Establishes process for customer concern resolutions and/or escalations 
• Facilitates communication flow between stakeholders 
• Creates and directs processes for gathering pertinent data pertaining to Customer Service and benchmark performance using best practice approach
• Ensure proper acquisition, implementation, and utilization of technologies
• Provide feedback to partner customer service functions to assist in performance evaluations, coordinating training, and implementing hiring, and discipline and termination procedures.
• Plans, manages, and oversees the implementation of assigned programs and functions; administers and evaluates projects, initiatives, and services; ensures compliance with applicable regulations, policies, and standards.
• Serves as a liaison representing assigned program/function and communicates with City Manager's Office, other departments, Boards, Commissions, community stakeholders and/or other agencies; provides consultation and program/functional improvement recommendations and strategies.
• Develops functional and program strategy and policies; evaluates data and performance metrics; monitors and tracks progress of goal achievement; oversees the implementation of policy, strategy, and initiatives.
• Develops and manages assigned budgets and funding allocation; manages, negotiates, and administers contracts.
• Performs other duties of a similar nature and level as assigned.

The city is looking for candidates that are committed to public service and view customer service as core to our commitment to our community. The city is seeking an extraordinary leader with progressive and stable career history with significant customer service and cross departmental collaboration and leadership experience. Preference will be given to candidates with experience in establishing and managing Customer Contact Center or similar function in a municipal, governmental, or private sector setting with diverse operations.
Qualified candidates will clearly exemplify the City’s organizational values of responsiveness, integrity, respect, collaboration, honesty, diversity, stewardship, and initiative. Advanced skills in people management, customer service, and formulating strategies and policies in response to emergent customer care opportunities and challenges will be essential.
 
Education and Experience
Bachelor's Degree in public administration or field directly related to assignment and seven years of progressively responsible, related experience that includes significant management and supervisory experience.
OR
An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.
 
Licensing/Certifications
None RequiredKnowledge of:

• Supervisory principles, practices and techniques.
• Practices and methods of coaching and leading the work of others.
• Business methods, principles and practices.
• Principles and practices of program administration and management.
• Best practices, trends and emerging technologies.
• Principles and applications of critical thinking and analysis.
• Principles and practices of budgeting and fiscal management; working knowledge of fund accounting.
• Principles and practices of intergovernmental relations.
• Conflict resolution and negotiation strategies.
• Principles and techniques of effective oral presentations.
• Project management principles.
• Principles and practices of group facilitation and building consensus.
• Customer service principles.
• Specialized equipment relevant to area of assignment.

Skill In:

• Training, coaching and overseeing the development of staff.
• Providing direction to others in order to meet standards.
• Providing project/program management, organization and logistics coordination
• Overseeing the implementation and adherence to quality assurance and standards.
• Reviewing research and implementing industry trends, solutions and best practices.
• Reading, analyzing, evaluating, interpreting and summarizing materials and statistical data.
• Authoring and editing complex reports and documents.
• Facilitating group discussions and building consensus using persuasive reasoning.
• Managing budgets and allocating resources to achieve strategic objectives.
• Exercising political acumen, tact and diplomacy.
• Interpreting and applying applicable laws, codes, regulations and standards 
• Providing customer service.
• Utilizing a computer and relevant software applications.
• Utilizing communication and interpersonal skills to sufficiently exchange or convey information and to receive work direction with coworkers, supervisors, the public and others.

ADA and Other Requirements:
Positions in this class typically require fingering, grasping, talking, hearing, seeing and repetitive motions.
 
Sedentary Work:
Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
 
Working Conditions:
Work is routinely performed in an indoor, office environment.
 
Note:
This job classification description is intended to be generic in nature. It is not necessarily an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities and Fair Labor Standards Act (FLSA) designation may vary based on the specific tasks assigned to the position.