Director, 311 Customer Service Center (0953) - Office Of The City Administrator

Director, 311 Customer Service Center

The Office of the City Administrator seeks a collaborative and innovative leader with a background in both direct customer service and multichannel customer experience to serve as the next SF311 Director.

The ideal candidate is an excellent and clear communicator, a visionary and accountable leader, an innovative thinker, and an effective collaborator and partner who inspires trust through integrity and transparency. They are adept at partnering with a wide range of senior peers from policymakers and directors to technologists; and at actively mentoring staff to maintain the highest level of professionalism, courtesy, efficacy, and accuracy in public service delivery. They bring demonstrated experience delivering diverse services across multiple online and offline channels, together with a strong background in modern data and analytics practices. They have an informed perspective on current and emerging technologies as well as best practice industry standards in customer service and customer service centers operations.

Under general direction of the City Administrator, the SF311 Director is directly responsible for planning, managing, and directing the operations and staff of SF311. Key responsibilities include, but are not limited to:

• Delivering excellent, equitable service and information to the public across web, app, and call center channels, on behalf of departments across the city.
• Directing, hiring, coaching, and coordinating a large team of managerial, professional customer service, and technical staff engaged in the implementation, administration, and 24x7 operations of SF311, to ensure effective management and the highest standards of customer service and technologies.
• Developing and implementing policies, programs, priorities, and objectives for SF311 and its staff to achieve the short- and long-term goals of the organization.
• Managing, allocating, and monitoring SF311 staff and resources to timely and effectively achieve the missions and goals of SF311 within budget allocations.
• Ensuring that Customer Service Representatives are supported, motivated, trained, and optimally scheduled to ensure the most effective and efficient services to the public and partner agencies.
• Collaborating with other internal and external partner agencies and City leadership on business process improvements and reporting requirements.
• Working closely with technology staff to continuously improve the customer experience and efficiency of the call center, website, and app (particularly through the thoughtful use of AI technologies and strategies).
• Monitoring key performance indicators and analyzing data to identify areas for improvement in SF311 operations and developing strategies to support City agencies to ensure the highest standards of service and excellence.
• Leveraging data and technology to streamline and optimize SF311 and Citywide operations and systems; facilitating and ensuring accountability in the services of partner agencies; and enhancing the customer/user experience in accessing and using 311's systems.
• Ensuring compliance with the City's digital accessibility and language access standards in 311's services.
• Applying sound supervisory principles and management techniques in building and maintaining an effective and motivated workforce.
• Representing SF311 before policymakers, including the Mayor, Board of Supervisors, City commissioners, and fellow City agency directors.
• Participating in the City's disaster response and recovery activities as necessary.

Minimum qualifications include a baccalaureate degree from an accredited college or university and four (4) years of progressively responsible experience performing high-level management work in customer service center operations, of which all four (4) years must be directly supervising customer service or call center staff, or technical staff engaged in developing and implementing customer service center technologies. Additional qualifying work experience may substitute for the required education on a year-for-year basis. Desirable qualifications include experience in overseeing and managing a team that is directly responsible for developing and implementing call center technologies, experience in specialized training in areas such as customer service center workforce management, quality assurance, and/or customer relationship management (CRM) software, past or current direct responsibility for a website or app with a wide audience, experience with modern data management and analysis practices in a shared data setting, and demonstrated experience fostering digital and language equity in service delivery.