City of Charlotte Home

B&R Process Development Manager #2310-263100-01

Tenant Services Coordinator Lead

Date Opened
Friday, October 06, 2023 12:00 PM
Close Date
Tuesday, October 31, 2023 11:59 PM
Section
Aviation
Salary
  • $93,099-$108,614/year
Employment Type
  • Full Time
Go Back View Benefits

Overview

The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.

Summary

Review, analyze and improve the efficiency of Airport business processes. Evaluate the productivity, efficiency, and costs of established processes, develop improvement strategies, and facilitate changes. Create, maintain, and update process documents and conduct efficiency audits. This position will report directly to the Business and Revenue Program Manager and will manage all the individual process managers in B&R. Their team will be responsible for managing and documenting all existing and new business processes, which includes creating documentation or training materials for employees, as well as actively managing the implementation of new processes throughout the organization.

General Information:
  • This is a hybrid position (two days in office and three days remote) where standard office hours apply Monday through Friday.  Additionally, attendance required at after-hours meetings, and during urgent or special situations.
  • Valid driver’s license in state of residency and ability to obtain and maintain a City Driving Permit. 
  • Ability to pass a background check in advance of start date required.  Certain convictions will disqualify individuals from unescorted access privileges and therefore exclude from employment.

Major Duties and Responsibilities

  1. Responsible for the oversight and management of the key business processes owned within the B&R team. These processes include but are not limited to, Tenant Design Review, Tenant Modification approval process, Tenant Account Update and Billing request, Employee and Tenant Space requests, and General Contract/Lease management, etc. 
  2. This position will have direct supervisory responsibility for a growing team to include a minimum of 2 tenant coordinators. 
  3. Responsible for gathering feedback from the business and revenue contract managers and stakeholders to discuss key business processes within their teams and document processes accordingly.
  4. Analyzing the efficiency and costs of existing business processes, identifying areas of improvement and creating and presenting process improvement reports.
  5. Define and manage process improvement strategy, including collecting and reporting metrics to the B&R Program Manager
  6. Identify processes and areas of improvement and provide a recommendation to the B&R program Manager.
  7. Oversee the implementation of new business processes as well as provide updates to existing process and procedure policies.
  8. Work with other team members to devise new support material based on the revised processes, to include training, reporting and systems enhancements.
  9. Actively monitor process risks to foresee/identify potential problems and proactively identify solutions to address in advance
  10. Ensure the business impact and process objectives/dependencies are identified, reported on, and always managed.
  11. Complete post implementation reviews and audits to ensure successful delivery has been achieved and to ensure that ongoing improvements can be made.
  12. Maintain a general understanding of all the key business units within aviation in order to help facilitate future process understanding.
  13. Conduct meetings with internal and external stakeholders, vendors, and contractors to manage process development and process implementation.
  14. Coordinate with stakeholders to maintain a clear line of communication. 
  15. Gathering, preparation and maintenance of process documents necessary for the communication of Active processes and systems to the Airport.
  16. Provides technical advice, information, and assistance in field of assignment to project managers, consultants, contractors, airlines, and the public regarding applicable procedures, regulations, and standards as related to project management.
  17. Follow change control and change management practices of the Aviation Department.
  18. Manages the administrative aspects of all projects include functionality as it relates to controlling and monitoring of projects.

Knowledge, Skills & Abilities

  • Excellent understanding of continuous improvement concepts including Six Sigma, Lean, value stream mapping
  • Excellent organizational and communication skills (oral and written).
  • Ability to work cooperatively with other City employees and the public
  • Ability to apply conflict resolution techniques
  • Computer skills in Microsoft Suite (Excel, Word, PowerPoint, etc.)
  • Experience of designing or implementing a framework of continuous improvement in a organization
  • Experience of hands-on implementation of continuous improvement programs and Lean solutions
  • Experience of designing remediation plans to address productivity and efficiency issues, and track record of following through to ensure closure
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of Partners, senior managers, and subject matter experts
  • Strong analytical, project and product management skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements
  • Understanding of City procurement and contracting processes and systems
  • Knowledge of closeout documentation process
  • Attention to detail and accuracy
  • Ability to learn Airport processes and ask appropriate questions
  • Enthusiasm and willingness to participate and work well in a team environment
  • Ability to work safely and securely in public areas with the situational awareness
  • Ability to quickly develop rapport with other departments and divisions.

Preferred Qualification

A bachelor’s degree is preferred in relevant field with seven (7) years of experience, or Master’s degree with five (5) years of experience, or an equivalent combination of education and relevant work/industry/military/job specific experience that provides necessary knowledge, skills and abilities to successfully perform the essential job duties.  Experience preferred in project management. Experience working with the revenue accounts preferred. Certified Associate in Project Management or Project Management Professional preferred. 

Minimum Qualifications

High school degree or GED with eleven years of equivalent experience
Associate degree or 2-year college degree with nine years of equivalent experience
Bachelors degree with seven years of equivalent experience
Masters degree with five years of equivalent experience

Conditions of Employment

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Please note that all job offers are contingent upon an applicant successfully passing a new hire background check and drug screening. If an applicant does not pass the background screening, the offer will be rescinded. 

The City of Charlotte is an Equal Opportunity Employer.

How To Apply

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.

Benefits

The City of Charlotte provides a comprehensive benefits package to all employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.

In Conclusion

If you have technical issues submitting your application, click here.