City of Tampa

Customer Experience Director (#900960) MH

$46.41-$72.71 Hourly / $8,044.40-$12,603.07 Monthly / $96,532.80-$151,236.80 Yearly


Introduction

This is highly responsible managerial work in developing, enhancing and overseeing customer engagement to achieve desired goals.

Nature Of Work

An employee in this class performs work of above average difficulty in developing policy and procedures to ensure the customer experience results in productive outcomes.  The employee will lead communications and customer engagement programs, develop innovative approaches to research, collaboration, and customer satisfaction measurements that create improved value for the City of Tampa as an organization and enhances experiences for customers.  This includes maintaining and building new relationships from the citizen to business clients and serving as their primary contact to assist with on-going support or escalated issues.  Work is performed under administrative direction and requires a high degree of technical knowledge and the application of extensive initiative and independent judgment. Work is reviewed through conferences, reports submitted, and results achieved. Appointed position; employee serves at the pleasure of the Mayor.

Examples of Duties

  • Leads the development of a customer service vision and strategies; coordinates implementation and evaluation of strategic, tactical and operational customer engagement plans, programs, and initiatives that align with City of Tampa or individual department goals and objectives; engage and negotiate with stakeholders on strategic issues related to government policy, standards of customer service and accessibility, and provide expert, influential advice.
  • Advises the senior executives on customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes and major or critical issues response; create a culture which embraces high quality customer service across the organization, ensuring that management systems and processes drive service delivery outcomes.
  • Plans and provides leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers and partners.
  • Leads and/or directs specific customer research programs, dialogue and other forms of engagement to understand key concerns or issues; conducts an informed review and initiates enhancements of customer services and service delivery models. 
  • Drive the ongoing development of a customer service culture across the organization, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviors; identify opportunities for enhanced service delivery through online and e-services delivery, and the application of social media, mobile apps and technologies to optimize customer experience. 
  • Ensure that responsiveness to customer needs is central to the organization’s strategic planning processes. 
  • Set overall performance standards for service delivery across the organization and monitor compliance
  • Oversees interactions with citizens and business clients; maintains active relationships with key customer accounts.
  • Oversees hiring, training, career development and performance management for the assigned teams.
  • Serves as the escalation point for high touch customers, responding with urgency, clarity and competence.
  • Interacts regularly with the leadership team regarding team performance, strategy, metrics and results. 
  • Through proactive issue resolution and appropriate escalation path processes, ensures achievement of quality and turnaround time service level agreements. 
  • Facilitates customer feedback through multiple response mechanisms. 
  • Prepares reports and correspondence; assigns, develops, and evaluates employees; manages unit budget and work processes. 
  • Performs related work as required.

Knowledge, Skills & Abilities

Extensive knowledge of: business English, business administration, best customer service practices. 
Considerable knowledge of: modern management practices and procedures; effective supervisory practices; team dynamics, team building and diversity; business office practices and the computer systems utilized by city departments; the layout of the city and its geography.
Ability to: plan, assign, supervise, and review the work of subordinate personnel; make mathematical calculations with speed and accuracy; establish and maintain effective working relationships with other employees, officials, and the general public; prepare and present clear and concise reports both orally and in writing; maintain records using a variety of source materials; understand and follow complex oral and written instructions; design and implement appropriate tracking strategies.   
Skill in: problem solving; oral and written communications.

Minimum Qualifications

Graduation from an accredited college or university with a bachelor‘s degree in business administration, communications, public administration or related field and five (5) years of customer interaction experience in a management role related to client/customer relations, customer support operations.

Licenses or Certifications

Possession of a valid Florida driver’s license.

Comments

During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.

CLASS: 900960; EST: 3/4/2020 1:31:00 PM; REV: 3/4/2020 1:31:00 PM;