Contractor and Rental Licensing Supervisor

City of Boulder • Boulder, CO

3d • Hybrid

About The Position

Under limited supervision, the Contractor and Rental Licensing Supervisor oversees licensing staff in the administration of multiple Licensing Programs within the Planning and Development Services (P&DS) Department. This position supports citywide and departmental goals, teams with others on continuous improvement efforts, ensures program and code requirements are met, conducts data analysis, implements new community initiatives and ensures service delivery standards are met.

Requirements

• Ability to assume responsibility, to pay close attention to detail, to coordinate tasks to completion and to provide quality control for responsiveness and customer satisfaction.
• Ability to communicate courteously and effectively with the public and city staff in person, virtually, and over the telephone to resolve problems, answer questions and provide general information.; Capable of being courteous, patient and personable.
• Ability to develop, implement, and maintain systems, and to communicate these systems effectively to others.
• Ability to prioritize and resolve problems, complete tasks and meet .
• Ability to recognize the needs of team members and communicate and behave in a direct, specific and respectful manner.
• Ability to take proper safety precautions, anticipate unsafe circumstances, and act accordingly to prevent accidents. Responsible for the safety of self, others, materials, and equipment. Use all required safety equipment and follow all safety regulations, policies and procedures. Report all accidents and damage to city property.
• Ability to work independently and to complete tasks while working under pressure and deadlines in a fast-paced environment.
• Skill in and experience providing leadership and building consensus with the public or employees.
• Skill in and experience using word processing, database and spreadsheet software.
• Skill in and previous professional experience in time and task management, process improvement strategies, innovation tools, writing, research and data analysis, and facilitating teams.
• Skill in and work experience demonstrating strong supervision, administration, and organization.
• Skill in customer service and capable of providing excellent customer service with a high degree of professionalism.
• Must successfully pass a background check before first day of work.
• Bachelor’s degree from an accredited college or university in Business or Public Administration, or related field; or equivalent of eight (8) years related experience may substitute for education requirement only.
• Five (5) years’ experience which includes three (3) years progressively responsible experience overseeing administrative or operations systems and staff.

Nice To Haves

• Ability to demonstrate municipal government experience.
• Knowledge of and experience using MS Word, Excel, Outlook, the City of Boulder’s development and information tracking system, the city’s constituent management software, and the department’s appointment scheduling software.
• Knowledge of and familiarity with municipal codes and design standards, the International Building and related Codes, sections of the Boulder Revised Code related to contractor or rental licensing.
• Advanced degree in Business or Public Administration, or related field.

Responsibilities

• Supervises front-line operations staff and models excellent interaction with the public and city staff to ensure the best possible customer service and facilitates the most direct and efficient provision of services for customers. The focus of these operations includes contractor licensing, short-term and long-term rental licensing, program and project administration and the utilization of software systems. Follows the P&DS Customer Interaction and Communication Guidelines and the citywide Customer Experience Principles.
• Provides leadership, coaching and mentoring to direct reports. Communicates expectations and desired outcomes and holds staff accountable.
• Oversees effective business practices for staff operations to ensure that services provided to the community, customers and staff are streamlined and efficient, timely, predictable, and cost effective. Delegates accordingly.
• Participates and contributes as a member of the division and department’s supervisory teams. Provides leadership and contributes to the design, implementation, monitoring, and reporting of the P&DS work program, operations, and customer services with a focus on continuous improvement through data-driven decisions and innovation tools.
• Maintains a high level of professionalism and integrity. Represents P&DS as a liaison to other city departments. Collaborates with other department Senior Managers or the department Director in the absence of the Planning and Development Operations Senior Manager. Incorporates the principles of community sustainability into work on a routine basis. Understands and enforces relevant collective bargaining agreements and management policies.
• Oversees performance standards and related personnel actions. Ensures employees are trained initially and on an ongoing basis, as needed. Provides appropriate feedback to employees by monitoring day-to-day performance. Completes performance evaluations on time. Corrects problems in employee work habits or performance in a timely manner. Prioritizes and schedules work functions and vacations. Ensures adherence to established safety standards. Ensures the timely completion and submission of all paperwork required by the city to process employee transactions, insurance or injury claims, etc. Maintains related records and ensures the accuracy of reported time use.
• Administers and provides direction for the city’s Contractor Licensing and Rental Housing Licensing programs. Monitors workload and manages priorities, conducts policy and program evaluation and revision when necessary, reviews technical code requirements and makes recommendations to departmental leadership. Analyzes and interprets data regarding program effectiveness, service levels and productivity, and makes recommendations regarding efficiencies to direct supervisor. Implements process and program efficiency recommendations with the guidance of direct supervisor, including coordination and development of training programs for Program Coordinators and Program Specialists who support the Licensing programs, as needed. Participates in the design and leads implementation of contractor and rental housing licensing-related City Council initiatives. Assists in the development of major management tools such as the city’s licensing systems and software application tools. This may include coordinating the development and implementation of a component of the department’s information tracking system or completing other research projects in support of analytical services. Works with city departments to configure and update the licensing case types in the department’s chosen software program, streamlines processes, and documents decisions. Supports the Chief Building Official in efforts to adopt code changes and update all business process documents accordingly.
• Performs related duties as required by departmental management to meet the needs of the Licensing program, including attending night meetings and responding to off-hours emergencies related to employee safety and well-being, or operational decision-making, if requested. Remains aware of issues requiring special attention in response to city directives and follows up with appropriate staff to ensure issues are addressed in a timely manner. Works with other city departments, governmental bodies and community stakeholders to ensure that program objectives and goals are being met. Identifies high priority work issues and items regarding department tasks and coordinates a prompt response, and tracks and manages the flow of information and responses for the work area. Coordinates interactions with customers and staff and provides excellent customer service with a high degree of professionalism while interacting with customers, staff, and the public. Resolves problems, answers technical questions, and provides general information. Serves as an information resource for customers and staff regarding specific departmental and programmatic activities. Responds to and resolves issues and complaints, performs research projects and prepares and modifies written materials such as correspondence, memos, and guidebooks.
• Oversees the implementation and maintenance of administrative systems and procedures specific to departmental functions to ensure that business practices are effective and provide a high level of service to customers. Analyzes and interprets data regarding departmental effectiveness, service levels and productivity; presents findings and influences outcomes. Implements recommendations, including coordination and development of training programs as needed. Supports leadership in achieving the departmental work plan, which includes but is not limited to process and program development, coordination and execution, data collection and analysis, position recruitment, process management and supporting internal and external customers to address evolving needs. Manages projects designed to improve the department as a whole. This may include ongoing projects such as developing, implementing, and evaluating a customer contact tracking system, daily and weekly operational statistics, and one-time projects to develop and implement new systems. Assists in the development of citywide management tools such as public notice systems, and software application tools. Knows and complies with all city and department policies and participates in professional training and development.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees