Ask Apex Manager

TOWN OF APEX

invites applications for the position of:

Ask Apex Manager

ABOUT THIS POSITION:

EXPECTED HIRING RANGE: $84,926.40 - 104,020.80

WORK LOCATION: 73 Hunter Street, Apex, NC 27502 USA

SCHEDULE: Monday-Friday, 8am-5pm

POSTING CLOSING DATE: April 18, 2026 at 7pm

WHAT YOU WILL BE DOING:

Manages the Town of Apex Ask Apex Center and its employees in providing the citizens of Apex a single point of contact for all Town services and events. Work involves extensive public contact and includes responding to escalated and/or priority issues, performing complex research, and providing thorough and accurate information regarding Town services, procedures, and resources. Promotes the Ask Apex Center as a resource for all citizens and staff and ensures work quality and adherence to established policies and procedures. Coordinates and implements customer service activities.

This position reports to the Community Development & Neighborhood Connections Director. This position includes supervisory duties.

A SAMPLE OF THE ESSENTIALS:

• Coordinates and manages the daily operations of the Ask Apex Center.
• Oversees the development and maintenance of the division’s policies and procedures.
• Ensures that the Ask Apex Center delivers citizen services in a manner consistent with the Town’s mission, goals and expectations.
• Manages the Ask Apex center budget in conjunction with the Community Development & Neighborhood Connections Director.
• Monitors all Ask Apex Center requests for fulfillment, completion and accuracy.
• Oversees the maintenance and modification of the Ask Apex website, mobile application and customer relationship management software.
• Evaluates employee performance and works with employees to correct deficiencies.
• Assigns work and manages employee leave for assigned areas and ensures minimum staffing levels are maintained.
• Organizes and oversees the training of new employees in the proper use of communications and other equipment and the implementation of program policies and procedures; develops and updates training curriculum and materials.
• Ensures records are managed in accordance with the Town’s record retention policy.
• Monitors and ensures established Ask Apex Center service levels are met, and determines cause and takes corrective action when needed.
• Actively monitors and promotes data quality standards and protocols, and takes corrective action when necessary.
• Compiles data and prepares various reports on operations and activities, including workload and workflow statistics.
• Monitors changes in operation of Town departments, ordinances, legislative regulations and technology that may affect assigned functions and operations; implements policy and procedural changes after approval.
• Represents the Ask Apex Center at specified community events and public outreach opportunities.
• Works with a diverse group which includes assisting customers who speak different languages.
• Participates in special assignments and projects.
• Performs related duties as required.

WHAT YOU'LL NEED:

Bachelor's Degree in public administration, business administration or related field and a minimum of five (5) years of experience working in a call center, or a combination of equivalent education and experience.

Valid state-issued drivers license preferred.

WITH:

• Thorough knowledge of Town policies, procedures and practices.
• Thorough knowledge of principles and practices of supervision and office management.
• Thorough knowledge of principles and practices of contact center operations.
• Thorough knowledge of sources of data and information.
• Demonstrated ability to meet and interact with the public effectively, using tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
• Demonstrated ability to establish and maintain effective working relationships with others, including peers, management and elected officials.
• Demonstrated ability to deal with multiple projects at the same time.
• Demonstrated ability to solve complex problems.

WHO WE ARE:

Known as "The Peak of Good Living", the Town of Apex is a rapidly growing Wake County municipality with a current population of over 82,000 and has been ranked as one of Money Magazine's Best Place to Live in America. Our current workforce is comprised of over 680 full-time employees and over 125 part-time/seasonal staff. Our Human Resources Department - with the support and confidence of Town leadership - is committed to providing best-in-class HR programs for our employees, with a mission to create a culture of empowerment and accountability that maximizes individual and organizational potential. We offer a generous benefit package and have a highly competitive compensation program. More than that, the Town is an awesome place to work, as evidenced by the high job satisfaction rating received in the last employee opinion survey.

WHAT WE OFFER:

Not only is the Town "The Peak of Good Living", but it's also a great place to work! We strive to "reach the peak" of being an employer of choice by providing competitive salaries and excellent benefits, including:

• Free medical, dental, vision, and life insurance for employees

• 5% contributions to the NC401(k) retirement plans (no matching required)

• Participation in the Local Government Employees' Retirement System (LGERS)

• Traditional sick and vacation leave

• 80 hours Peak Paid Time Off

• $1,200 Peak Lifestyle Benefit to pay for health and wellness activities (after completion of probation)

• 8 weeks of Paid Parental Leave

• 3 weeks of Paid Caregiver Leave

• Bereavement leave

• 13 paid holidays

• Longevity Pay

• Tuition assistance

• Expansive wellness program, and more!

KEEP IN MIND:

Providing a safe work environment for our employees is a top priority; therefore, all new hires must successfully complete a pre-employment drug test, post-offer functional testing (if required by position), and background verifications including references, criminal record, and driver’s license checks prior to employment. Some positions may also require SBI fingerprinting as part of the background screening process.

The Town of Apex provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to age, sex, race, color, religion, national origin, disability, political affiliation or marital status, veteran status, or genetic information.