Customer Service Supervisor

Project/Program Manager III

Internal applicants only. This position is only open to current employees of King County Department of Local Services. The recruitment will be used to fill 1 Special Duty Assignment (SDA) position, anticipated to end of January 2026, with the possibility of extension.

The Department of Local Services (DLS) Road Services Division is seeking a forward-thinking, strategic, and experienced Project/Program Manager III to lead the 24/7 Customer Service Unit. This position serves as the Intake Manager during emergency events, overseeing staff and coordinating intake with Department, Division, and Maintenance Section teams.

Our commitment to equity, racial and social justice in every aspect of our work. Our commitment to "True North" values which ensures every person has the opportunity to thrive and reach their full potential and forms the core of our mission and purpose. Our pledge is to cultivate, embrace, and celebrate the distinct experiences, viewpoints, and perspectives of our people, partners, and the communities we serve. Through this work, we dismantle systemic barriers, address inequities, and actively confront prejudices and biases. We acknowledge this journey is ongoing, and we remain steadfast in our efforts to create a positive impact for our employees and communities alike.

The King County Road Services Division designs, builds, operates, and maintains roads and bridges in unincorporated areas of King County. The Division is committed to ensuring the county's transportation system is safe and efficient for all uses and modes of travel.

To learn more about the Road Services Division, visit us at: About the Road Services Division - King County, Washington.

Applying equity, racial, and social justice principles is a daily responsibility and a foundational expectation for all King County employees. In this role, you will apply equity and social justice principles that exemplify shared values, behaviors, and practices to all aspects of the work.

Supervise, plan, coordinate, assign, prioritize, provide directions and monitor the work of 24/7 Customer Service/front desk staff.

Hire, train, evaluate, and, when necessary, discipline staff. Prepare performance appraisals to evaluate subordinates.

Maintain documentation for personnel issues and enforce workplace policies through performance management and positive coaching.

Develop, recommend and implement improvements to existing operating procedures.

Assign and approve overtime and leave requests.

Serve as Intake Manager during emergency events. coordinating response activities with Roads leadership and County partners.

Develop and update Customer Service policies and procedures.

Research and prepare responses on behalf of the Road Leadership and County Executives to inquiries, complaints and public concerns.

Manage the Road Maintenance Inbox and update road closures and restrictions on the My Commute webpage.

Other duties as assigned.

Minimum Qualifications:

• Minimum of one (1) year Supervisory experience.
• Demonstrated ability to lead individuals and teams in an inclusive and respectful workplace.
• Experience managing multiple priorities and allocating resources effectively.
• Strong critical-thinking and problem-solving skills, particularly in emergency management and process improvement.
• Knowledge of County, State, and Federal regulations related to road maintenance (preferred).
• Skill in supervising and coaching a diverse team, with experience working in a unionized environment.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook).
• Reliable and predictable attendance, including availability to respond to emergencies 24/7 (e.g., flooding, snow/ice events, windstorms, earthquakes).

Desired Qualifications:

• Knowledge of environmental regulations and policies concerning road maintenance work, Maintenance Management. Systems, Roadworks, powered by Cityworks® is a plus.
• Experience working with large government organizations
• Experience working in the roads or public works industry

Necessary Requirements:

Must be able to move from workstation to workstation, sitting, standing, and reaching throughout the workday in a fast-paced environment.

Interview schedule: Those applicants who pass the initial screening will be invited to participate in a 15-minute phone interview the week of October 27, 2025. If you are selected to move forward after the phone interview, you will be invited to participate in a 45-minute in-person interview the week of November 3, 2025.

This recruitment is open to all qualified applicants and may be used to fill current and/or future career service, term-limited temporary, short-term temporary, and/or special duty positions over the next six months. First consideration will be given to current PROTEC17 members in the same classification that are eligible for lateral transfer.

Special duty opportunities are open only to current King County career service employees who have completed their initial probation. Special duty applicants must have approval from their current supervisor to accept an assignment. Current employees selected for special duty will be compensated based upon the provisions of the collective bargaining agreement, King County Personnel Guidelines, or Coalition Labor Agreement for their base assignment.

A full and complete King County application is required. You may also provide a resume and cover letter, summarizing how you meet the experience, qualifications, knowledge, and skills for the position. Applicants will be screened for clarity, completeness, and competitiveness. The most competitive candidates may be invited to participate in one or more interviews. Supplemental questions responses must be demonstrated and supported in your application materials.

The work week is normally Monday through Friday, 7:00 a.m. to 3:30 p.m., but may at times require work outside of normal business hours. This position is Exempt from the provisions of the Fair Labor Standards Act and is not eligible for overtime pay.

Mission-Critical Employees: Those employees who provide, maintain, and re-establish essential county functions as described in agency Continuity of Operations plans. Unless otherwise directed by the County Executive, department director or agency head, all employees, regardless of designation, are expected to report to work or request leave during an emergency or inclement weather.

This position is represented by PROTEC17.

The work associated with this position will be performed through a hybrid work schedule of teleworking, onsite work and meetings as needed. The ratio of remote to onsite work will be dependent on business needs and is subject to change.

Employees will have access to shared workspaces at various King County facilities. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

Employees will be provided with a County issued laptop and must maintain a workspace with an internet connection (access may be supplemented in some situations) where they can reliably perform work and remain available and responsive during scheduled work hours.

King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:

• Excellent medical, dental, and vision coverage options
• Life and disability insurance
• Retirement
• Transportation program and ORCA transit pass
• 12 paid holidays each year plus two personal holidays
• Generous vacation and paid sick leave
• Paid parental, family and medical, and volunteer leaves
• Flexible Spending Account
• Wellness programs
• Onsite activity centers
• Employee Giving Program
• Employee assistance programs
• Flexible schedules and telecommuting options, depending on position
• Training and career development programs

For additional information about employee benefits, visit our Benefits, Payroll, and Retirement Page.

Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.

For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.