Director of Customer Service and Innovation

City of Goodyear • Goodyear, AZ

6d • Onsite

About The Position

The Director of Customer Service and Innovation leads organizational efforts to enhance customer experience, drive service excellence, and implement innovative practices across all service channels. This role is responsible for strategic planning, continuous improvement, performance measurement, and oversight of customer-facing operations, including the 311 Call Center. The ideal candidate for this newly created leadership role will be an experienced, forward-thinking professional who brings a blend of strategic vision, analytical strength, people-centered leadership, and deep expertise in customer experience. Joining an organization with an award-winning workplace culture, the chosen candidate must be capable of elevating that culture even further— making customer service excellence a defining organizational cornerstone and leveraging the city’s culture to deliver exceptional performance.

Requirements

• Work requires broad knowledge in a general professional or technical field. Knowledge is normally acquired through four years of college resulting in a Bachelor's degree or equivalent combination of education and experience.
• Seven or more years of progressive experience in customer service management, operations, innovation, or process improvement.
• Valid Driver’s License
• Work requires the ability to read and comprehend complex legal documents, development agreements and contracts, executive business letters and communications, development-related documents, master plans, design guidelines, construction site plans, budget documents, business magazine, journals, newspapers and technical reports, strategic or operational plans.
• Work requires the ability to perform moderately complex math calculations such as addition, subtraction, multiplication, division, college algebra, and statistics.
• Work requires college-level ability to write communication with executive management, City Council, and business executives; and prepare marketing documents, development agreements, and concise, professional letters.
• Complex - Work requires managing and monitoring work performance of a department including evaluating program/work objectives and effectiveness, establishing broad organizational goals and realigning work and staffing assignments for the department.
• Significant - Has responsibility for final approval of a department’s budgetary recommendations to a Deputy City Manager/City Manager. Monitors progress toward fiscal objectives and adjusts plans as necessary to reach them.
• Significant - The employee normally performs the duty assignments within broad parameters defined by general organizational requirements and accepted practices. End results determine effectiveness of job performance. This position independently decides how objectives are achieved and what resources are needed. Typical positions in this category are upper management to executive level jobs.
• Comprehensive Application - Work requires advanced skills and knowledge in approaches and systems, which affect the design and implementation of major programs, solutions for highly complex issues, and/or processes organization-wide. Independent judgment and decision-making abilities are necessary to apply technical skills effectively.
• High - Interactions involve overseeing and/or approving final decisions regarding policy development and implementation. This level often involves interaction with others outside the organization or department on key departmental/organizational /regional issues and requires exercising participative management skills, high levels of emotional intelligence, networking and relationship building skills, negotiation, and the ability to reach consensus on complex issues to achieve organizational goals and objectives.

Nice To Haves

• Lean Six Sigma Black Belt Certification is highly desirable, but not required

Responsibilities

• Directs organization-wide customer service strategies, aligning service delivery with strategic objectives, performance expectations, and long-term planning priorities.
• Leads the design, implementation, and monitoring of organizational performance measures, KPI frameworks, and customer experience dashboards used to guide decision-making and resource allocation.
• Oversees continuous improvement initiatives to streamline workflows, reduce service friction, and enhance operational efficiency across all customer service functions.
• Provides strategic leadership for the 311 Call Center, ensuring responsive, accurate, and high-quality service through modern tools, clear procedures, and effective staff development.
• Introduces and evaluates innovative technologies, service platforms, and process enhancements that strengthen customer engagement and support modernization of services.
• Collaborates with departments to improve customer touchpoints, integrate service systems, and promote organization-wide service consistency and accessibility.
• Develops and maintains customer feedback systems and analytics processes that identify service trends, monitor satisfaction levels, and guide continuous improvement efforts.
• Leads, mentors, and evaluates staff within customer service and innovation teams, cultivating a culture focused on service excellence, problem solving, adaptability, and innovation.

What This Job Offers

• Job Type: Full-time
• Career Level: Director