Director of Customer Experience

Pinellas County Government•Clearwater, FL

103d•Onsite

About The Position

Pinellas County Utilities (PCU) is seeking a strategic, collaborative, and forward-thinking leader to oversee Customer Experience Operations for our municipal water, sewer, and reclaimed water utility. This executive-level role provides leadership across call center operations, billing and account management, customer engagement platforms, and technology modernization initiatives. The selected candidate will drive operational excellence, customer experience and technology transformation initiatives, and ensure world-class service delivery to the citizens of Pinellas County. Pinellas County Utilities is a forward-thinking, innovative public utility committed to continuous improvement, infrastructure investment, environmental stewardship, public health protection, and operational efficiency. Our departmental values are: World-class Customer Service, Accountability, Trustworthiness, Environmentally Conscious, and Reliable. We are committed to being an employer of choice within public service.

Requirements

8 years of progressively responsible customer service/call center experience within a utility, public sector, regulated industry, or similarly complex service environment preferred.
Associate degree + 6 years relevant experience
Bachelor’s degree + 4 years relevant experience
Master’s degree + 2 years relevant experience
At least 1 year of supervisory/team leadership experience
Valid Florida Driver’s License
Availability for emergency response assignments

Nice To Haves

5+ years leading large operational teams
Experience leading major customer account system upgrades
Knowledge of modern call center technologies and CRM platforms
Experience managing multi-million-dollar budgets

Responsibilities

Provide executive oversight for critical customer operations and strategic modernization initiatives, including Customer Call Center Operations, Utility Billing & Account Management, Customer Internet Portals, Technology Integration & System Upgrades, Consultant and Cross-Departmental Coordination, Budget Oversight (multi-million-dollar operations), and Emergency Operations Center participation.
Collaborate closely with internal divisions, including Finance and Maintenance, while serving as a strategic partner to senior leadership and County Administration.
Drive organizational efficiency and process improvement.
Oversee call center and billing operations.
Lead customer account software modernization and integration.
Develop, mentor, and evaluate professional staff.
Present to senior leadership and County Commissioners.
Navigate complex customer and regulatory issues with discretion.
Support capital and operating budget development.