TOW LOT ASSISTANT MANAGER

**THIS POSITION IS OPEN TO CURRENT CITY OF MILWAUKEE EMPLOYEES ONLY**

Under the general direction of the Tow Lot Manager, the Tow Lot Assistant Manager oversees the daily operation of the City of Milwaukee Tow Lot.

Tow Lot Operations and Contractor Management

• Assist in the management and oversight of the customer interaction process; work in tandem with staff to ensure excellent customer service standards, while following protocols.
• Coordinate effective towing operations, including emergency operations such as snow and ice control, responses to floods, windstorms, or other emergency conditions.
• Coordinate with other Department of Public Works (DPW) divisions for adequate staffing and equipment to ensure public safety. Provide detailed and accurate communications to the management team.
• Ensure the enforcement of departmental rules, regulations, and policies.
• Monitor and maintain the Tow Lot facilities, grounds, and equipment, including the surface yard, attendant stations, front office, and security. Oversee the cleaning and video equipment contracts.
• Ensure that all aspects of Tow Low security are executed according to protocol. 
• Provide information technology-related support, including documentation, intervention, resolution, and follow-up.
• Provide data analysis and processing for records maintenance and reports generation.
• Evaluate vehicles for sale or disposal.
• Manage contractor compliance, vehicle sales, vehicle intake and release, and on-site processing.
• Coordinate and monitor the Junk-Bid auction process, vehicle recycling contracts, and towing contractors; conduct performance evaluations to create efficiencies. Assist in drafting and monitoring contracts and making recommendations for process improvements.
• Manage service of summons and complaints; oversee Division of Motor Vehicles and other auxiliary services processing.
• Ensure cars are disposed of in accordance with applicable laws and contractual obligations.
• Coordinate and conduct monthly contractor meetings.

Personnel Management and Policy Review

• Manage, direct, and monitor the daily operations to meet goals and objectives, including ensuring staffing levels and employee performance, financial accountability of revenue and expenditures, and efficient and safe operations of the Tow Lot. 
• Ensure that Tow Lot employees are properly informed regarding policies and procedures.
• Train and coach staff regarding customer service expectations and safety issues.
• Conduct periodic performance appraisals, document poor performance, and take corrective action. 
• Review, research, and create policy initiatives and maintain the policy and procedure manual with updates.

Fiscal Management

• Manage cash handling, transaction records, and reports and monitor accounts payable and receivable.
• Assist in the implementation of the Tow Lot budget.
• Monitor the abandoned vehicle program.
• Produce reports using data and analysis from spreadsheets and computer programs.
• Monitor insurance and contract compliance.
• Monitor overtime levels with senior management.

Customer Service and Complaint Resolution

• Respond to damage claims, complaints, and questions from residents, elected officials, and other stakeholders, taking appropriate action to correct or resolve issues responsively and professionally. Initiate quick resolution as appropriate to the situation.
• Ensure that claims are properly investigated, distributed, and reviewed. Ensure that customers are properly informed of the complaint process.

We welcome qualified individuals with disabilities who are interested in employment and will make reasonable accommodations during the hiring process in accordance with the Americans with Disabilities Act (ADA) of 1990, as amended by the Americans with Disabilities Act Amendments Act (ADAAA) of 2008.

The Tow Lot Assistant Manager must be willing and able to:

• Work various shifts and extended hours, including weekends and holidays, to meet the needs of the Tow Lot.
• Be on call 24/7 to provide management and oversight relative to City-wide emergency events, personnel issues, towing problems, and investigations.
• Must withstand prolonged exposure to variable and extreme weather conditions, including rain, wind, excessive heat, intense cold, and snow.
• Physically lift and move up to 10 pounds unassisted, on occasion.

The pre-employment medical tests for this title include the following:

• Physical Exam
• Vision Exam
• Audio-Gram

1. Regular status as a City of Milwaukee employee, having successfully completed a probationary period for a civil service position, or status as a City of Milwaukee employee in a fixed-term position.
2. Bachelor’s degree in business or public administration, transportation and logistics, project management or a related field from an accredited college or university.
3. Two years of progressively responsible experience in municipal management, overseeing personnel, workload, staff schedules and training, including multiple operations with varying priorities.
4. A valid Driver’s License at the time of appointment and throughout employment.

Equivalent combinations of education and experience may also be considered.  

NOTICE: Please do not attach your academic transcripts to your employment application. The hiring department will verify candidates’ education as part of the background screening process prior to extending any job offer.

• Experience in municipal towing, parking, vehicle recycling or disposal, snow and ice control, or other emergency response operations.

Technical

• Knowledge of public works field operations.
• Knowledge of safety, site security, and safe work practices.
• Ability to quickly and accurately locate and/or assess City of Milwaukee streets, neighborhoods, boundaries, and special conditions and locations necessary to daily and emergency operations.
• Ability to gain knowledge of salvaged vehicle processes, including vehicle inspection, evaluation and sales.
• Ability to interpret legislation and understand regulatory compliance issues related to towing.
• Ability to read and interpret work-related documents. 
• Knowledge of mathematics, statistics, accounting, and financial and human resources reporting.
• Ability to troubleshoot and maintain computers and related office equipment such as printers and copiers.
• Skill in using computer applications such as word processing, spreadsheet, and database as well as Oracle/PeopleSoft and video surveillance software.
• Skill in monitoring department financial activity and contracts and assisting in the development of budgets.

Management

• Knowledge of management principles and practices.
• Ability to assign duties, set performance standards, monitor work in progress, evaluate performance, and make hiring recommendations.
• Ability to train, develop, coach, and counsel staff.
• Ability to achieve customer service excellence through staff training and supervision, satisfactory complaint resolution, and contractor compliance.
• Ability to foster an environment of inclusion wherein all employees are treated respectfully, are valued for their strengths, and feel that they can safely express themselves.

Communication and Interpersonal

• Verbal communication skills to express oneself clearly in interactions with others and positively represent the department in multiple forums.
• Written communication skills to prepare clear and concise correspondence and reports.
• Ability to collaborate effectively with diverse staff, officials, contractors and the public.
• Customer focus and a dedication to exceptional service delivery; ability to interact with residents in a courteous, tactful, and concerned manner.
• Ability to work cooperatively and fairly with people whose backgrounds may differ from one's own.
• Ability to remain calm in stressful situations, defuse emotionally charged situations and seek solutions toward resolution; skill in diplomacy.

Judgment and Professionalism

• Problem-solving and analytical skills, including the ability to evaluate options, find the best solutions, and make recommendations.
• High degree of initiative and dedication to process improvement.
• Decision-making skills and sound judgment.
• Planning, organizational, and time management skills to achieve objectives within deadlines, including the ability to direct and coordinate staff.
• Ability to perform work with a high degree of accuracy, detail, and quality.
• Dedication and willingness to respond to the department’s emergency response efforts.
• Ability to represent the City with professionalism, honesty, and integrity.
• Commitment to professional development and staying abreast of best practices in municipal towing and vehicle recycling.
• Ability to be a responsible steward of City of Milwaukee resources.

The current salary range (Pay Range 1GX) is $77,551-$98,703 annually, and the resident incentive salary for City of Milwaukee residents is $79,877-$101,664. Appointment will be made in accordance with the provisions of the salary ordinance.

THE SELECTION PROCESS will be job-related and will consist of one or more of the following: an evaluation of related education, experience, and accomplishments, an evaluation of written communication, interviews, and/or other assessment methods. The Department of Employee Relations and the Department of Public Works reserve the right to call only the most qualified candidates to proceed in the selection process. Information from the selection process will be used to make a hiring decision. Selected candidates will be transferred and/or promoted to the position.

INITIAL FILING DATE – The selection process will be held as soon as practical after the deadline listed above. Receipt of applications may be discontinued at any time after this date without prior notice. However, recruitment may continue until the City's needs have been met. The applicant is responsible for attending all phases of the selection process at the time and place designated by the hiring authority.

NOTE: Transfer/Promotional Opportunities and Promotional Examinations are not open to Milwaukee Public Schools employees or to the public. Only current City of Milwaukee employees and civilian personnel in MFD and MPD hired through a City Service Commission process who have successfully passed a probationary period for a Civil Service position or who have status as a City of Milwaukee employee in a fixed-term position will be considered. Individuals with exempt, provisional, temporary, or emergency appointments are not eligible for transfer.

• APPLICATIONS and further information may be accessed by visiting www.jobapscloud.com/MIL.
• If you would like assistance completing an application, please contact the Department of Employee Relations at (414) 286-3751 or staffinginfo@milwaukee.gov.
• The Department of Employee Relations is located at City Hall, 200 E Wells St, Room 706, Milwaukee, WI 53202.

EEO Code = 103

The City of Milwaukee values and encourages diversity and is an equal opportunity employer.