What are the responsibilities and job description for the Program Manager II (Customer Experience), Grade N25 position at Montgomery County Government?
About The Position
Please note - The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $83,556 - $128,986 , based on the candidate’s qualifications and experience.
Montgomery County Department of Recreation is a nationally recognized and award-winning agency with a mission to provide high quality, diverse, and accessible community-based programs, activities, and services that serve the recreation and leisure needs of the Montgomery County community. The department manages 39 facilities including recreation centers, senior centers, and indoor and outdoor aquatic facilities and provides thousands of programs such as out-of-school activities, aquatics, classes, youth and adult sports programs and leagues, senior programs, and therapeutic recreation.
Who We Are Looking For
We are seeking a dynamic Program Manager II (Customer Experience) to lead front-line customer service operations and support our Communications and Public Outreach administrative functions. This role is critical in ensuring high-quality, efficient service delivery for our residents and customers. Recreation is committed to the full inclusion of all qualified individuals and values diverse perspectives, lived experiences and cultures. Recreation encourages BIPOC (Black, Indigenous, and people of color), immigrants, women, LGBTQIA , individuals with disabilities and veterans to apply.
What You'll Be Doing
The Program Manager II (Customer Experience) oversees customer service operations, centralized facility reservations and provides administrative support functions. This position supervises a team of customer service professionals and plays a key role in shaping department-wide service standards, training and outreach efforts.
Key Responsibilities
Leadership Supervision: Establish performance expectations, provide coaching, and conduct evaluations. Manage staff scheduling, workload distribution, and operational coverage. Foster a collaborative, high-performing team culture within a unionized environment
Customer Service Operations [BS1] : Oversee daily customer interactions with a diverse customer base across phone, email and in-person channels. Ensure timely, consistent, and high-quality service delivery. Identify and implement process improvements to enhance the customer experience
Facility Reservations Oversight: Oversee centralized facility reservation processes. Monitor workflows, systems, and communications to maintain service standards
Budget and Administrative: Monitor operational budgets for the Communications and Public Outreach team. Develop and maintain standard operating procedures. Identify efficiencies and improve internal processes
Community Outreach and Promotion: Support outreach initiatives, events and community engagement efforts. Collaborate with marketing and communications teams on campaigns.
Successful candidates should demonstrate the following knowledge, skills and abilities:
The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.
Montgomery County Government(MCG) is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at Hiring@montgomerycountymd.gov . Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.
MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, refer to the Careers webpage on Hiring Preference .
All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview.
This will establish an Eligible List that may be used to fill both current and future vacancies.
If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.
Montgomery County Ethics Law : Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code . Additional information about outside employment can be obtained from the Ethics Commission website.
Please note - The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $83,556 - $128,986 , based on the candidate’s qualifications and experience.
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Montgomery County Department of Recreation is a nationally recognized and award-winning agency with a mission to provide high quality, diverse, and accessible community-based programs, activities, and services that serve the recreation and leisure needs of the Montgomery County community. The department manages 39 facilities including recreation centers, senior centers, and indoor and outdoor aquatic facilities and provides thousands of programs such as out-of-school activities, aquatics, classes, youth and adult sports programs and leagues, senior programs, and therapeutic recreation.
Who We Are Looking For
We are seeking a dynamic Program Manager II (Customer Experience) to lead front-line customer service operations and support our Communications and Public Outreach administrative functions. This role is critical in ensuring high-quality, efficient service delivery for our residents and customers. Recreation is committed to the full inclusion of all qualified individuals and values diverse perspectives, lived experiences and cultures. Recreation encourages BIPOC (Black, Indigenous, and people of color), immigrants, women, LGBTQIA , individuals with disabilities and veterans to apply.
What You'll Be Doing
The Program Manager II (Customer Experience) oversees customer service operations, centralized facility reservations and provides administrative support functions. This position supervises a team of customer service professionals and plays a key role in shaping department-wide service standards, training and outreach efforts.
Key Responsibilities
Leadership Supervision: Establish performance expectations, provide coaching, and conduct evaluations. Manage staff scheduling, workload distribution, and operational coverage. Foster a collaborative, high-performing team culture within a unionized environment
Customer Service Operations [BS1] : Oversee daily customer interactions with a diverse customer base across phone, email and in-person channels. Ensure timely, consistent, and high-quality service delivery. Identify and implement process improvements to enhance the customer experience
Facility Reservations Oversight: Oversee centralized facility reservation processes. Monitor workflows, systems, and communications to maintain service standards
Budget and Administrative: Monitor operational budgets for the Communications and Public Outreach team. Develop and maintain standard operating procedures. Identify efficiencies and improve internal processes
Community Outreach and Promotion: Support outreach initiatives, events and community engagement efforts. Collaborate with marketing and communications teams on campaigns.
Successful candidates should demonstrate the following knowledge, skills and abilities:
- Proven experience in customer service operations, program management or public administration
- Strong leadership and supervisory experience, preferably in a unionized environment
- Experience developing training programs and improving service delivery systems
- Excellent communication, organizational and problem-solving skills
- Experience managing budgets and administrative processes
- Ability to collaborate across teams and manage multiple priorities
- This position will require work beyond a standard 40-hour week, including early mornings, evenings, weekends, holidays, and on occasion, in outdoor or extreme weather conditions.
- The selected candidate will be required to complete a background investigation and medical history review prior to appointment.
- This position will require onsite facility management responsibilities and will involve travel to various program locations throughout the County and is available for situational telework.
- To ensure compliance with laws and to support a positive work culture, all required mandatory trainings must be completed within 3 to 6 months of hire, or as specified.
- Experience: Five (5) yearsof progressively responsible professional experience in customer service operations within a high-volume, public-facing environment (e.g., recreation facilities, parks & recreation, municipal services, call center, hospitality, or community services).
- Experience must include responsibilities related to administrative operations, such as developing and maintaining standard operating procedures, managing budgets, supporting communications or outreach functions, or improving internal workflows
- Experience must include Two (2 ) years of supervisory experience leading front-line customer service teams (including scheduling, performance management, coaching, and workload distribution). Experience in a unionized environment is strongly preferred.
- Education: Graduation from an accredited college or university with a Bachelor's Degree.
- Equivalency: An equivalent combination of education and experience may be substituted.
- Experience working in Rec Trac or other complex relational database systems.
- Experience working with Microsoft Office 365.
- Experience planning, creating and maintaining spreadsheets and databases as well as generating/preparing accurate and concise reports.
- Experience establishing and maintaining effective working relationships with coworkers, individuals, groups and agencies interested in or involved in recreation activities.
- Experience providing direct customer service.
- Experience delivering effective oral and written communication.
- Experience working with diverse communities and ability to speak, read and write in a language in addition to English proficiently (advanced level Spanish preferred)
The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.
Montgomery County Government(MCG) is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at Hiring@montgomerycountymd.gov . Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.
MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, refer to the Careers webpage on Hiring Preference .
All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview.
This will establish an Eligible List that may be used to fill both current and future vacancies.
If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.
Montgomery County Ethics Law : Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code . Additional information about outside employment can be obtained from the Ethics Commission website.
Salary : $83,556 - $128,986