Organizational Performance Program Coordinator - Customer Service Program

Salary : $83,294.16 - $124,941.24 AnnuallyLocation : Henderson, NVJob Type : Full TimeJob Number : 0922APR25-P-AELDepartment : Performance and InnovationOpening Date : 05 / 05 / 2025Closing Date : 5 / 19 / 2025 3 : 00 PM Pacific Position OverviewThe City of Henderson announces an examination to create an eligibility list and to fill one (1) vacancy for the classification of Organizational Performance Program Coordinator - Customer Service Program in the Department of Performance and Innovation. The eligibility list may be utilized to fill vacancies for this classification for up to one (1) year.Under limited supervision, performs specialized, professional, complex, and multi-dimensional analytical work in relation to strategic and operational business planning, process improvement, performance assessment and measurement, customer and business support systems, and organizational change management to optimize City performance; and performs related duties as assigned.Position Information : The City of Henderson is 2024 National Malcolm Baldrige recipient, the President of the United States' highest honor for organizational performance excellence. The successful candidate exemplifies this same focus on high performing public service and demonstrates the ability to function and flourish in a fast-paced, highly technical environment. The ideal candidate demonstrates a strong work ethic, robust relationship-building approaches, a commitment to continuous improvement, and the ability to complete assignments efficiently and effectively with limited supervision. Proficiency in Microsoft Outlook, PowerPoint and Excel are essential.Click here to familiarize yourself with the job and its physical requirements.Click here to learn more about the Performance and Innovation Department.Click here to see what it's like to live in / visit Henderson.Salary placement for non-represented positions is based on a comprehensive compensation review and takes into consideration the candidate's qualifications as well as internal equity.Minimum Qualifications Bachelor's degree from an accredited college or university in business administration or a related fieldSix (6) years of experience performing organization-wide business performance, continuous improvement, citywide systems, change management, and / or strategic planning.Note : An equivalent combination of related training and experience may be consideredDesirable : Master's degree in a related fieldDesirable : Lean Six Sigma Certification and / or Change Management Certification Required Documents / Assessment Information DOCUMENTS REQUIRED AT THE TIME OF APPLICATION : 1) Completed Employment Application2) Resume

• Please attach your documents to the "Attachments" section of your application, click here for attachment instructions. ASSESSMENT DATES : Oral Board Interview with Written / Performance Component (Weighted 100%) - Thursday, May 29, 2025(Best-Qualified)Selection Interview - Thursday, June 5, 2025(Top-Scoring Candidates)All applicants will be notified by email or telephone of their application status and the assessment dates / times / locations after the closing date of this announcement.IMPORTANT INFORMATION ON SCHEDULING ASSESSMENTS : If you are invited to participate in the assessment process, you will be required to self-schedule through the City of Henderson online application system. Please check your email and / or text messages on a regular basis after submitting your application for complete instructions, which include where and when to report.The assessment and selection process for this position will take place on the dates listed above. All candidates who wish to be considered for this position will need to be in Henderson, Nevada, and make themselves available to participate in the testing process at any time on any of the dates listed above. Selection Process The selection process will begin with an employment application package screening, with the best-qualified candidates being invited to participate further in the assessment process. This process may include any combination of written, performance, and oral assessments to evaluate job-related education, experience, knowledge, skills, and abilities. The City will provide reasonable accommodation to qualified individuals with disabilities. It is the responsibility of the candidate requiring accommodation to contact the Human Resources Department (preferably in writing) at the time of

may be subject to the successful and timely completion of a post offer pre-employment background investigation and medical / physical examination, including a drug / alcohol test. Please see the job description to view the physical requirements. The City reserves the right to modify selection devices and test instruments in accordance with accepted legal, ethical, and professional standards.City of Henderson, NevadaNon-Represented : Professional, Management, Executive EmployeesBenefits Summary HEALTHCARE AND INSURANCE Health Insurance : Medical, Prescription, Dental, Vision Employer paid Long Term Disability - Up to 60% of Base Wage, if approved Employer paid Term Life Insurance / AD&D - $50,000 or 1X annual salary, whichever is greater Employee Assistance Program - 6 Free Visits Per Issue Per Year for Employee and Family Members in the Household, and Access to Work / Life Wellness Resources Medicare - Employee and City each pay 1.45%RETIREMENT Employer paid membership in the Nevada Public Employees Retirement System (PERS) No Social Security tax on employee's wages Retirement Health Savings (RHS) program Service based retiree health insurance premium subsidy after 15 years participating in this program Employer paid Match on Pre-Tax 457(b) contributions Professional Staff - $1,500 annually Management Staff - $2,000 annually Executive Staff - $2,500 annually PAID TIME OFF (PTO) Employees may carry over up to 988 hours of PTO each year From date of hire, new employee are credited with a minimum of 18 days

Multiple positions held at one employer are listed separately (with corresponding dates from / to for each position held).- Any additional required documents or certifications are attached to the

All supplemental questions have been answered fully.- I did not list "see resume" or "refer to application" on my application or in the supplemental questions (this will be viewed as an incomplete response).Not completing the application as directed, unanswered questions, incomplete responses, false statements, omissions, or partial information may result in disqualification from the selection process. I have read and understand the above instructions regarding completing my application. Yes No 02 What is your current employment status with the City of Henderson agency? Full-Time, non-probationary Full-Time probationary, Part-Time, Seasonal, Temporary Not a current City of Henderson employee 03 Which best describes your highest level of completed education from an accredited college or university with major course work in business administration or a closely related field? High School Diploma or G.E.D. equivalent. Associate's Degree Bachelor's Degree Master's Degree or higher The degree I possess is not in business administration or a closely related field. I do not possess any of the above diplomas or degrees. 04 Please list your degree type and area of study. If none, please enter N / A. 05 How many years of full-time professional level experience in performing organization-wide business performance, continuous improvement, citywide systems, change management, and / or strategic planning do you possess? Your answer will be compared to the work history information on your application to determine if you meet minimum qualifications. 1 year of full-time experience = 1976 hours I do not possess this experience Less than 2 years More than 2 years to less than 4 years More than 4 years to less than 6 years More than 6 years to less than 8 years More than 8 years to less than 10 years More than 10 years 06 Please describe in detail your professional level experience in performing organization-wide business performance, continuous improvement, citywide systems, change management, and / or strategic planning.For each position where you gained this experience please include : 1) Employer Name; 2) Job Title; 3) Dates of Employment; and 4) Primary DutiesIf you do not possess this experience, please enter N / A. 07 If you do not have the required education and / or experience, do you possess an equivalent combination of experience and related training you feel should be considered? If so, please provide a detailed explanation below. Your equivalent experience will be evaluated against the information provided in your application. If you have the required education and experience, please enter N / A. 08 Desirable : Do you have a Master's Degree in business administration or a closely Related Field? Yes No In Process 09 If you marked yes or in process, please list your area of study. If you marked no, please enter N / A 10 Desirable : Do you have a Lean Six Sigma Certification? Yes No 11 If you answered Yes to the question above, please list the level of certification below. If you marked No, please write N / A. 12 Desirable : Do you have a Change Management Certification? Yes No 13 Please describe your prior experience in the public sector. If none, please enter N / A. 14 A copy of your must up-to-date resume MUST be attached to your application in order to be considered. Did you attach a resume to this application? Yes, I have attached a copy of my resume to this application. No, I have NOT attached of copy of my resume to this application and understand that I will not receive further consideration. 15 Please describe your professional experience customizing and deploying a customer service strategy for organizational needs. If none, please enter N / A. 16 Please describe your professional experience working with cross-departmental groups, on an organization-wide level, to develop and implement customer service training programs. If none, please enter N / A. 17 Please describe your professional experience developing key performance indicators (KPIs), with benchmarked targets, to measure effectiveness of customer service program(s) and overall strategy. If none, please enter N / A. 18 Please describe your professional experience streamlining business performance processes to address key organization-wide strategic themes. If none, please enter N / A Required Question