Customer Experience Section Manager

Summary

King County's Facilities Management Division (FMD) has a career service opportunity as the Customer Experience Section Manager. This is a new position and section for FMD that will be charged will bringing together multiple important functions to look for critical process optimization that benefits and promotes cross-sectional collaboration and improves the Customer Experience for FMD operations.
King County is one of America's fastest-growing regions and Executive Dow Constantine is building partnerships and working with employees to meet the key challenges facing the Pacific Northwest in the 21st Century - regional mobility, equity and social justice, and climate change.
The Customer Experience Section Manager plays a crucial role in overseeing and optimizing customer service operations within the Facilities Management Division (FMD). This position is responsible for managing various internal and external customer-facing teams, including ID Access, Customer Care, Parking Services, and Print Shop Services in the newly formed Customer Services Section of FMD. The Customer Experience Section Manager ensures exceptional service delivery, fosters positive customer relationships, and drives continuous improvement initiatives to enhance the overall Customer Experience.
This role involves daily interaction with staff from all levels in the organization including elected officials, agency stakeholders, and separate branches of government. This role requires the incumbent to have exceptional strategic leadership and project management skills, a commitment to building and maintaining a diverse workforce, a driver of efficiency and innovation, and a desire to push self and others for successful results.
ABOUT FACILITIES MANAGEMENT DIVISION (FMD)
Through the work of over 320 dedicated employees, FMD provides clean, environmentally sustainable, and cost-effective work environments within a changing world.
To learn more about FMD, visit our website at: https://www.kingcounty.gov/depts/facilities-management.aspx
COMMITMENT TO EQUITY AND SOCIAL JUSTICE
As the only jurisdiction in the world named after Dr. Martin Luther King, Jr., one of the most influential civil rights leaders in our nation's history, King County is a vibrant international community with residents that represent countries from around the world. It is a region with increasing diversity that cherishes the traditions of many cultures.
We have a deep commitment to equity and social justice and advancing practices, strategies, and policies that promote fairness, justice, and opportunity for all – in our workplaces and our communities.
With this commitment, King County has adopted a pro-equity agenda to advance regional change and ensure that residents from vulnerable communities are incorporated into our emergency planning and public outreach efforts.
To learn more, please visit http://www.kingcounty.gov/elected/executive/equity-social-justice.aspx

Job Duties

Reporting to the Deputy Director of Operations. The Customer Experience Section Manager will be responsible for the following functions:
Leadership and Team Management:

• Provide leadership, guidance, strategic planning, and support to customer service teams, including ID Access, Customer Care Team, Parking Services, and Print Shop Services.
• Foster a positive work environment that promotes teamwork, collaboration, and professional growth.
• Conduct regular performance evaluations, provide feedback, and identify opportunities for skill development and training.

• Oversee the delivery of customer services across all FMD sections, ensuring adherence to established standards and procedures.
• Monitor service performance metrics, analyze data, and implement strategies to improve service quality and efficiency.
• Resolve escalated customer issues and complaints in a timely and satisfactory manner, maintaining a high level of customer satisfaction.
• Ensure budget and delivery aligns with service agreements established with customers.
• Collaboratively update all FMD service agreements and establish program for annual review with FMD sections and customers to ensure budget and expectations align between FMD and their customers.

• Identify opportunities to streamline customer service processes and enhance operational efficiency.
• Implement best practices, tools, and technologies to optimize service delivery workflows.
• Lead initiatives for continuous improvement, gather feedback from stakeholders, and drive implementation of improvement measures.

• Collaborate with internal sections and stakeholders to ensure alignment of customer service initiatives with FMD objectives.
• Coordinate closely with other sections within FMD to integrate service delivery efforts and enhance overall Customer Experience.
• Serve as a liaison between customer service section and other organizational sections to facilitate effective communication and collaboration.

Experience, Qualifications, Knowledge, Skills

• Are strong leaders and have proven experience in a customer services management role, supervision experience, and/or experience managing relationships with multiple stakeholders. Experience in a facilities management environment is desired.
• Possess a collaborative mindset with the ability to work cross-functionally to contribute to the successful execution of FMD operations.
• Can provide strategic guidance to a multi-faceted, complex organization including the use of organizational development tools and principles.
• Understands and can execute directing urgent communications and responses to high-priority issues.
• Has a continuous improvement mindset. Understands LEAN principles and methodologies to provide value added services to customers.
• Are great people leaders. Willing to address difficult problems immediately and in a transparent manner.
• Able to manage and supervise a diverse section with multiple levels of staff including coaching, mentoring, priority-setting, and measuring and evaluating work product, team performance and individual performance.
• Are composed during complex, sensitive and/or political situations.
• Are a strong communicator. Can interact with various audiences at all levels including elected officials and judges.
• Are culturally aware and comfortable having conversations and taking actions regarding race and equity and social justice.
• Are familiar with a unionized work environment is highly desirable.

Supplemental Information

ADDITIONAL POSITION INFORMATION:

• This is a hybrid position. On-site presence in downtown Seattle is required on Thursday’s as well as 2-3 other days per week, depending on division and team needs.
• This position has been designated by department leadership as a first responder in the event of a proclaimed emergency. Meaning this position has a role in emergency response and is responsible for the protection and preservation of life, property, evidence, environment and/or restoration of order.

• The normal workweek is 40 hours, Monday-Friday and may require additional working hours dependent on staff schedules and operational needs.
• This position is responsible for handling after-hours facility and/or building operational calls that may require support from our duty rotation.
• This position is exempt from the provisions of the Fair Labor Standards Act and is not overtime eligible.
• Employees are paid on a bi-weekly schedule, every other Thursday, comprising a 40-hour workweek; schedule and work location are to be determined.
• Final appointment is contingent upon successfully passing a thorough fingerprint based federal and county background investigation.

Forbes named King County as one of Washington State's best employers.

Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.

Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.

To Apply

If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.