Service Operations Manager (Interdepartmental Operations Manager)

Statement of Duties The Service Operations Manager oversees how constituent requests received through 311 are reviewed, converted to work orders, resolved, and communicated across the City.

The role ensures that both 311 and City staff can effectively support public-facing programs in accordance with City standards and requirements.

Working with more than two dozen departments, the Manager helps coordinate over 280 request types while maintaining ongoing communication to support high-volume service needs.

This position centralizes cross-department collaboration, monitors service quality, performs audits, and identifies opportunities for process improvements.

The Manager also evaluates performance using key metrics, surveys, and SLAs to enhance customer satisfaction.

In addition, the role serves as an escalation point to quickly address internal or constituent concerns.

KEY RESPONSIBILITIES :

• Develop, implement, and manage service operational policies and procedures supported by 311 / Constituent Services, impacting thousands of customer interactions and back office processes every month  Work with the department head to determine values and mission, and plan for short and long-term goals of Constituent Services  Develop and communicate appropriate service operations delivery models to ensure that the responsibilities and accountability of all users are defined and understood  Ensure all operational and process-related documents are properly tracked and in compliance with all laws and regulations  Directly responsible for developing service operations developmental plans, strategies, and tactics to fulfill constituent and internal obligations, meet City objectives and deliver customer satisfaction Accurately, Courteously, and Easily.  Routinely review operating results of service departments, compare them to established objectives, and ensure that appropriate measures are taken in a timely fashion to correct unsatisfactory results   Business Partner Management (City departments, agencies, vendor’s, etc., that partner with 311)  Full responsibility for establishing new, and updating existing service requests, including ensuring continuous coverage and support, SLA management, communications, functional performance management, onboarding and decommissioning partners, etc.  Manage relationships through effective communications, performance management, reporting / data analysis and regular partnership reviews.  Ensure service partners and their supported services are delivering an excellent customer experience.  Manage and influence behaviors and performance of teams that do not report to you (contractor teams) is of paramount importance.  Utilize data, reports and related systems to analyze contractor metrics and identify trends and area of opportunity that require feedback, coaching, or corrective action.
• Hold departments accountable for service level agreements (SLAs) and other customer experience targets are met or exceeded.  Daily, weekly, monthly and quarterly reporting for visibility internally and to share with departments for performance management.
• Regular meetings with departments to review performance and develop action plans.   Service Operations Process Coordination  Serve as a partner to each department and act in a consultative role with them to identify resource needs, process gaps and improvements, operational opportunities, and anything to build the strength and depth of the contract installation partners.  Establish a mutually beneficial relationship with each department or vendor, and develop a deep familiarity with their daily operations.  Provide demonstrations of work order management system, services, procedures to give advice and recommendations to on how to overcome challenges and ensure positive constituent resolutions.  Conduct quality control checks and audit process to ensure high quality work is performed.
• This will include, but is not limited to, document audits, job site visits, completion data analysis, survey insights, and more.
• Provide feedback and coaching as needed.  Serve as the primary liaison between departments and 311 - ensure contractor partners are engaged and interacting with the sales team to improve the overall customer experience and maintain positive working relationships.

In partnership with the Regional Sales Managers and / or District Sales Managers, ensure the install team is regularly reviewing opportunities to improve accuracy and product knowledge thus improving customer satisfaction through shared learning and process improvement.  Ensure all jobs are flowing efficiently and meeting service level agreements, follow through on all issues and escalations, approve billing invoices and add-labor charges from contractors, and other tasks to ensure the daily operations run smooth.  Customer Service / Experience Management  Responsible for the installation of customer experience processes to ensure the City is meeting or exceeding customer expectations.  Drive a positive customer experience through rigorous adherence to installation process standards, while maintaining highly dependable support for business partners.  Make timely decisions and highly responsive to job movement through the service request / work order lifecycle, addressing large issues with closings in a timely manner, and supporting coordination with the 311 Customer Service as needed with issue resolution.  Other duties as assigned as the business evolves and priorities shift.  Recommended Minimum Qualifications Education and Experience :

Knowledge, Abilities and Skill Knowledge :

Abilities :

Skill :

Hours :

Women, minorities, veterans, and persons with disabilities are encouraged to apply.

Pre-Employment Requirements for All Employees :