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311 Director and Customer Service Strategist

311 Director and Customer Service Strategist

Government JobsHampton, VA, US
30+ days ago
Job type
  • Full-time
Job description

Join Our Team : 311 Director And Customer Service Strategist

Do you have a passion for leadership, innovation, and exceptional customer service?

The City of Hampton is seeking a visionary to lead the Citizens Contact Centerour community's first stop for reliable, responsive, and trusted city services.

As the 311 Director , you'll play a critical role in shaping how residents experience their city by delivering one-contact resolutions, modernized technology solutions, and service excellence that builds trust in government .

What You'll Do

  • Lead operations for the City's 311 Citizens Contact Center .
  • Drive customer service excellence with a focus on one-call solutions.
  • Manage Customer Relationship Management (CRM) systems, Artificial Intelligence (AI) tools, and telecommunications software .
  • Supervise and inspire a high-performing team through training and performance development.
  • Analyze data and report on performance for city leadership.
  • Oversee the budget, resources, and long-term strategic planning .
  • Represent the Contact Center in public forums and community engagement .
  • Serve as essential personnel during citywide emergency operations.

What We're Looking For

  • Bachelor's degree in Business / Public Administration, Communications, or a related field (Master's preferred).
  • 6 years of progressive experience in customer service, ideally within a contact center.
  • 5 years in a leadership / management role, preferably in municipal, government, or non-profit settings.
  • Expertise in Customer Relationship Management (CRM) systems, telecommunications, contact center technologies, Artificial Intelligence (AI) tools, and knowledge base management .
  • Strong analytical, interpersonal, and communication skills.
  • Commitment to innovation, adaptability, and public service.
  • A combination of education and experience may be considered for this position.

    • Additional Details

  • Must successfully pass a background check and hold a valid driver's license.
  • Flexible schedule required, including evenings, weekends, and holidays.

    • Why Hampton

    Joining our team means shaping the future of customer service and making a direct impact on residents' daily lives. You'll be at the frontline of connecting people to services, building trust in government, and shaping the city's future . This is more than a leadership roleit's a chance to create a legacy of service and innovative solutions in technology and citizen engagement.

    The City of Hampton is an Equal Opportunity Employer.

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    Director Customer Service • Hampton, VA, US

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