Customer Experience & Project Manager
City of Davenport
 Davenport, IA

Definition

Manages the Public Works customer service staff and provides analytical management support by organizing, leading and coordinating programs and special projects. Manages annual contracts that provide support services to Public Works including, but not limited to mowing, facility services, etc.

The position will remain open untill filled.

Examples Of Duties

Manages the operational processes, procedures and functions of the customer service staff; plans, assigns, schedules, evaluates, and manages the workload of the customer service staff in the implementation of administrative standards; trains and motivates the employees;

Plans and coordinates weekly, monthly and annual work schedules; monitors completion of job assignments to ensure compliance and revises instructions and timeframes as needed; establishes job priorities; administers policies and procedures for work activities and special projects; monitors customer service staff leave utilization and staffing requirements; serves as liaison to both internal and external customers by replying to customer service requests, complaints and inquiries concerning City services;

Researches, compiles information and prepares bid specifications for the various divisions of Public Works along with assisting other staff with reviewing and selecting vendors from bid tab;

Plans and implements program improvement or development and the delivery of services; plans, organizes and coordinates various projects and programs; manages specific projects, programs and/or services; recommends and implements improvements to administrative methods, procedures and equipment to better the customer service experience;

Conducts research and analytical studies on a variety of programs or projects; develops procedures and forms; formulates recommendations and prepares reports and correspondence; assists in or conducts cost benefit analysis and evaluates and prepares financial and statistical reports; may coordinate contract arrangements with other organizations and private parties;

Directs, supervises, and motivates employees involved in providing services to citizens and other internal departments;

Develops and implements support service operational policies in accordance with departmental practices and procedures and industry best practices;

Manages special projects, bid solicitations and special projects for Public Works as assigned by the Public Works Director;

Manages annual contracts to ensure contract acted services are performing and billing per the specificaitons;

Consults with other departments, officials, consults and explains policies and procedures; may make presentations on assigned projects and programs; responds to requests for information from other city departments and the general public;

Develops and implements staff training and development programs that provide opportunities for individual employee growth and long range development of employees;

Reviews all Public Works travel requests and completion and accuracy and approval; performs all work duties and activities in accordance with city policies, procedures and safety practices; serve as a team leader or project manager as directed; performs related work as required;

Attends meetings, conferences, workshops and training sessions and reviews publications and audio-visual materials to become and remain current on the principles, practices and new developments in assigned work areas;

Qualifications

Bachelor's degree in public or business administration or related field and three years of governmental administrative experience; or an equivalent combination of training and experience.

Must have at least 2 years of supervisory experience, directly supervising employees.

Must become an Iowa resident within two years of hire date and maintain residency throughout duration of employment (per Iowa Code 400.17).

Knowledge and Skills

Thorough knowledge of:

Personnel management and the principles of positive supervision;

Municipal government policies and procedures, and applicable Federal, State and local regulations, codes and ordinances related to the services public works provides;

Purchasing procedures; Business planning and performance measures; and budget development and monitoring;

Contract management and contractor evaluation methods;

Ability to learn and utilize software for payroll, accounting, work order managemetn at a highly competent level to pull reports and support staff in these service areas;

Considerable knowledge of:

Methods and standards for organizing and maintaining complex systems;