Supervisor, Customer Support Systems

City of Seattle•Seattle, WA

4d•Onsite

About The Position

Seattle City Light, a department of the City of Seattle, is one of the nation’s largest municipally owned utilities in terms of the number of customers served. Over the years we have worked very hard to keep Seattle's electricity affordable, reliable, and environmentally sound. Today, City Light is a recognized national leader in energy efficiency and environmental stewardship. This role serves as the supervisor and primary subject matter expert for multiple customer technology systems. It works closely with stakeholders at all levels to support customer-centric technology including, but not limited to, utility assistance programs, customer engineering workflows, energy-efficiency initiatives, and customer relationship management. The position leads small projects from defining business requirements through delivery of the final solution, while contributing to the broader strategy established by the Customer Technology Solutions Manager. In addition, this role serves as part of the Customer Technology leadership team, supervising staff responsible for product stability, future enhancements, system design and configuration. All activities support Seattle City Light’s commitment to reliability, organizational agility, exceptional customer experience, and environmental stewardship.

Requirements

Requires five years of system, procedures, research or analysis.
Bachelor's degree in business or public administration, finance, computer science or a related field (or a combination of education, training, experience that provides an equivalent background required to perform the work of the class).

Nice To Haves

Experience supervising staff, ideally in a technology or customer service environment.
Ability to translate business requirements into clear system design needs and evaluate technology solution options.
Experience working with customer-facing systems, enterprise applications, or utility-related technologies.
Comfortable coordinating work across internal divisions and external partners, including vendors and IT teams.
Proven experience with system test development, execution, and documentation.
Strong analytical, problem-solving, and organizational skills.
Knowledge of and experience working with a software development life cycle (SDLC).
Ability to manage technology vendors and contractual commitments.
Demonstrated ability to manage multiple small projects, set priorities, and deliver results on schedule.
Strong communication skills with the ability to convey technical concepts to non-technical audiences and collaborate across diverse stakeholder groups.
Working knowledge of database structures, system workflows, and structured query language (SQL)
Robotic process automation background, particularly translating business steps into robotic process designs.
Familiarity with public sector operations or regulated environments is a plus.

Responsibilities

Assists the team through planning, delivery, and continuous improvement of customer-facing technology directly aligned with Seattle City Light’s strategic priorities.
Supervising a team of functional analysts as well as individual contribution to system design, delivery and maintenance.
Partners with staff to identify the goals of the business groups they support and develops an annual project workplan.
Accountable for managing their own projects through delivery while supporting staff to achieve high-quality deliverables.
Ensures technology solutions meaningfully improve the customer experience and strengthen community trust.
Serves as a key interface with system architects, developers, data scientists, and technical project managers.
Understands business needs and complex technical concepts, evaluates solution options, and translates technical designs into clear communication for customer-facing teams.
Provides direct supervisory leadership of functional analysts and matrix management oversight of vendor and IT resources.
Ensures staff are assigned appropriately, supported equitably, and working at a productive and sustainable cadence in accordance with workplace expectations.
Guides the team toward meeting timelines, maintaining quality standards, and delivering outcomes that reflect Seattle City Light’s values of reliability, environmental stewardship, organizational agility, and exceptional customer experience.
Fosters strong relationships and collaborative decision-making, ensuring all partners remain informed and aligned as systems evolve to better serve the community.