Customer Experience Manager

Posting number: 10940-HR

Department: 8501 - Building & Housing Director's Office

Division: 850101 - B & H Director Office Gen Admn

Job classification: Administrative Manager II

Posting type: Open

Categories: Administration

Summary

Examples of duties

Typical duties performed, include, but are not limited to oversight of daily operations to ensure alignment with departmental objectives and organizational priorities. Dependent upon service area, may manage and direct staff to maintain efficient workflows, ensuring productivity and high-quality outcomes.   Develop, implement, and evaluate operational strategies, procedures, and best practices to improve efficiency and effectiveness.  Monitor performance metrics and identify opportunities for process improvement.   Collaborate with leadership and cross-functional teams to support departmental initiatives.   Perform other job-related duties as required.

Qualifications

Bachelor’s degree required.   Substitution: Two (2) years of any equivalent combination of education, training, and experience may substitute for each year of college education lacking.  Six (6) years of full-time management experience required.   Four (4) years of demonstrated leadership experience.   Strong critical thinking and analytical skills, with the ability to identify process inefficiencies and implement effective solutions.  Excellent written and verbal communication skills.  Valid State of Ohio Driver’s License required.    

Supplemental information

Some Duties Include

• Provide exceptional customer service as the first point of contact for customer inquiries on major projects.
• Coordinate meetings between departments to facilitate progress on project reviews.
• Monitor major project progress daily to ensure construction permits move efficiently between city departments and that customers receive prompt, clear, communication about project status.
• Represent Building and Housing as the lead for all development projects, housing initiatives, and mayoral priorities that relate to the department.
• Make Cleveland permitting business friendly. Identify and implement enhancements to construction permitting processes to meet the needs of modern businesses, builders, and developers. Operationalize improvements to the construction permitting process.
• Handle customer escalations about permits and address related concerns. Track and monitor complaints, address issues, and report back in a timely manner.
• Monitor the city website to ensure that Building and Housing related pages and materials are up-to-date, clear, and provide all needed information to navigate our processes.

•  Exceptional customer service and relationship management
• Clear, timely, and proactive communication
• Cross-departmental collaboration and stakeholder management
• Process improvement and business-friendly service design
• The ability to collaborate effectively with colleagues in high pressure situations
• Microsoft office suite, including proficiency with Excel
•  5-7 years customer service leadership or client management experience preferred
•  Bachelor’s degree or higher required
  
  

The City's guiding principles are as follows: Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.