Field Operations Assistant Division Manager

City of Tacoma•Tacoma, WA

About The Position

Tacoma Public Utilities (TPU) is seeking an innovative, collaborative, and people-focused leader to join the Customer Experience and External Affairs Department as a Customer Services Assistant Division Manager. The role provides strategic and operational leadership for Field Operations and Mail & Print Services within the Customer Services Division, leading approximately 35 employees, including three direct reports. The position oversees field investigations, meter-related services, utility invoice distribution, customer correspondence, and internal mail and print services. Following completion of TPU's Advanced Meter Infrastructure project, Field Operations continues to evolve to meet changing customer and organizational needs. The successful candidate will work with employees to identify practical improvements, strengthen service delivery, and explore new approaches to supporting customers. The role calls for sound judgment, creativity, employee engagement, trust-building, productive labor-management relationships, and a commitment to developing employees and delivering sustainable results. The position supports TPU's Customer Experience North Star: “Customers and communities experience compassion and equity in action so they are understood, valued, and empowered.” It also contributes to division-wide planning, budgeting, technology initiatives, and organizational improvement, and represents Customer Services with internal and external stakeholders.

Requirements

Bachelor's degree in business or public administration, communications, or a directly related field.
Six years of progressively responsible customer service experience, including one year as a supervisor or manager.
Relevant education and experience may substitute for one another on a year-for-year basis.

Nice To Haves

Three or more years of experience managing supervisors or leading multiple operational teams.
Demonstrated experience managing represented employees and building constructive relationships with union representatives and labor relations professionals.
Experience leading organizational change, improving employee engagement, and developing high-performing teams.
Demonstrated success developing creative operational solutions, improving customer service delivery, and engaging employees in identifying and implementing improvements.

Responsibilities

Provide strategic direction and operational oversight for Field Operations and Mail & Print Services.
Partner with employees to identify and implement solutions that improve customer service, operational effectiveness, and workplace processes.
Explore cross-training, expanded customer service capabilities, and improved coordination across Customer Services.
Establish performance measures, evaluate operational results, and implement improvements to service quality and accountability.
Evaluate emerging technologies and service delivery practices for practical improvements and innovation opportunities.
Foster a work environment based on employee engagement, collaboration, accountability, and mutual respect.
Build and maintain productive relationships with represented employees, union representatives, Human Resources, and Labor Relations.
Address employee concerns and complex personnel matters consistently, fairly, and with sound judgment.
Engage employees in identifying workplace improvements and navigating operational changes.
Coach and develop supervisors and employees, including through performance management and succession planning.
Support organizational change through clear communication, employee involvement, and change management.
Direct field operations, including field investigations, service-related activities, and remaining manual meter reading requirements.
Oversee production and distribution of utility invoices, customer correspondence, and internal mail and print services.
Evaluate workflows, staffing practices, and procedures to support effective service delivery.
Collaborate with Customer Services teams to improve coordination and customer support.
Ensure compliance with applicable policies, procedures, safety requirements, and collective bargaining agreements.
Develop and manage operating and capital budgets, including forecasting, cost allocation, and chargeback methodologies.
Monitor expenditures, evaluate operational costs, and identify opportunities to improve financial and operational performance.
Contribute to division-wide strategic planning, policy development, performance measurement, and organizational initiatives.
Represent Customer Services on cross-functional teams, committees, and organizational improvement efforts.
Respond to inquiries and provide recommendations to executive leadership, elected officials, internal departments, external organizations, and the public.
Represent Customer Services on assigned technology committees and cross-functional initiatives, including business system enhancements and project prioritization.
Partner with IT and operational teams to identify business needs, evaluate proposed solutions, and coordinate approved system improvements.
Coordinate assigned division-wide technology initiatives, monitor progress, and address operational issues to support successful implementation.