Service Operations Supervisor

City of Boulder•Boulder, CO

1d•Hybrid

About The Position

Under general direction, the Service Operations Supervisor coordinates, oversees and supervises front-line staff and the departmental functions of customer service, program and project administration, and the utilization of software systems. This position supports citywide and departmental goals, teams with others on continuous improvement efforts, ensures program requirements are met, collaborates across divisions, conducts data analysis and presents findings, implements new community initiatives, and drives the efficiency and effectiveness of processes to ensure service delivery standards are met.

Requirements

Ability to assume responsibility, to pay close attention to detail, to prioritize and coordinate tasks to completion, resolve problems, and meet deadlines, 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 recognize the needs of team members, to communicate and behave in a direct, specific and respectful manner, and to hold team members accountable.
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 projects, data analysis, and facilitating teams.
Skill in and work experience that demonstrates 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.

Nice To Haves

Ability to demonstrate municipal government experience.
Knowledge of and experience using MS Word, Excel, and Outlook; the City of Boulder’s development and information tracking system, financial system, and 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 land use and development, and engineering methods and materials.
Advanced degree in Business or Public Administration, or related field.

Responsibilities

Supervises front-line staff.
Hires, coaches, and mentors supervised employees.
Understands and enforces relevant collective bargaining agreements and management policies.
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 behaviors 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.
Oversees and coordinates in-person and virtual interactions with customers, staff, and community members.
Provides excellent customer service with a high degree of professionalism and integrity.
Researches complex questions, answers technical questions and resolves problems.
Serves as an information resource for customers and staff regarding specific departmental and programmatic activities.
Facilitates the most direct and efficient provision of services for customers.
Identifies high priority work issues and items regarding department tasks and coordinates a prompt response.
Delegates requests or questions to appropriate staff and/or prepares a response.
Tracks and manages the flow of information and responses for the work area and holds staff accountable to service delivery standards.
Contributes to the design, implementation, monitoring, and reporting of the Planning and Development Services (P&DS) work program, operations, and customer services with a focus on continuous improvement through data-driven decisions and innovation tools.
Supports leadership in achieving the departmental work plan, which includes but is not limited to: process and program development, coordination and execution; developing, implementing, and evaluating a customer contact tracking system; data collection and analysis; position recruitment; process management; development of training programs; and supporting internal and external customers to address evolving needs.
Manages projects designed to improve the department as a whole.
Analyzes and interprets data regarding departmental effectiveness, service levels and productivity and presents findings and recommends or influences outcomes.
Implements recommendations, including coordination and development of training programs as needed.
Participates and contributes as a member of the division and department’s leadership teams.
Collaborates with other department Senior Managers or the department Director in the absence of the Planning and Development Operations Senior Manager.
Represents the department as a liaison to other city departments.
Works with other city departments, governmental bodies and community stakeholders to ensure that departmental program objectives and goals are being met.
Assists in the development and implementation of citywide management or software application tools.
Performs related duties as required to meet the needs of the city.
Knows and complies with all city and department policies and participates in professional trainings and development.