Field Operations Assistant Division Manager - City of Tacoma WA

? Field Operations Assistant Division Manager Salary $136,988.80 - $192,857.60 Annually Location Tacoma, WA Job Type Non-Classified Job Number P1720-25 Department Customer Experience & External Affairs Division TPU Customer Service Opening Date 01/08/2025 Closing Date 1/21/2025 5:00 PM Pacific + Description + Benefits + Questions Position Description Tacoma Public Utilities (https://www.mytpu.org/) (TPU) is seeking a strategic and dedicated leader to join Customer Experience and External Affairs Department (CXEA) as a Field Operations Assistant Division Manager. In this role, you will oversee and direct the Field Operations and Mail & Print Services groups. Leading a team of 35, including 4 direct reports, you will support the pivotal functions of this Customer Service division including meter reading, field investigations, paper invoicing, and mailed customer correspondence. This is an exciting time to join TPU as CXEA drives innovation and enhances service delivery for our community. With TPU's Advanced Meter Project (https://www.mytpu.org/community-environment/projects/advanced-meters/) , 180,000 electric meters and 107,000 water meters will be updated with modern digital technology. As this project is nearing completion, TPU is poised for transformative changes in how we operate and serve customers to improve efficiency and provide real-time insights into energy and water usage, creating new opportunities to streamline processes, optimize workflows, and elevate the overall customer experience. As part of this evolution, the Field Operations Assistant Division Manager will play a critical role in shaping the future of field operations and supporting TPU's mission to set new benchmarks in service excellence. Responsibilities Include: + Ensure meter reading routes within the defined service territory to optimize efficiencies by developing and implementing appropriate policies and procedures, monitors performance metrics and establishes business unit goals + Assist in the overall administration of the department through strategic goal development, policy and procedure development, KPI and metric development, capital and O&M budget development, personnel development, labor management, chair or representation on various interdepartmental teams, committees, and organizational functions + Oversee the distribution of utility invoices and relevant customer and constituent correspondence throughout Tacoma as well as internal business correspondence within and between departments + Manage and provide leadership to departmental staff to include employee hiring, development, promotion, evaluation, and discipline + Respond to inquiries from City Manager, Director of Utilities, Deputy Director of Customer Service & External Affairs, City Council, City departments, external governmental and non-governmental organizations, and the public as necessary + Prepare and execute the biennium budget for Field Operations and Mail & Print Services, including, the assessment of biennium allocations, the determination of chargeback rates, allocation percentages, and forecasting + Ability to recommend, develop and implement new technologies relating to meter reading Qualifications Minimum Education* Bachelor's degree in business or public administration, communications or directly related field Minimum Experience* 6 years of progressively responsible customer service experience including 1 year prior as supervisor or manager *Equivalency: 1 year of experience = 1 year of education Desired Qualifications + 3 years managing supervisors + Experience collaborating with labor relations and union partners + Metering and/or billing database management technology experience Selection Process & Supplemental Information This recruitment is being managed by Joanna Hambrick, if you would like to be notified of similar opportunities or stay connected with things going on at Tacoma Public Utilities and the City of Tacoma, connect with me on LinkedIn (https://www.linkedin.com/in/hambrickjoanna/) ! City of Tacoma Commitment to Diversity and Inclusion Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play. The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws. Apply Interested individuals should apply online and attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position. Applications will be reviewed as they are received for interview consideration. Reference checks will be conducted on final candidates and appointment is subject to passing a background check. Communication from the City of Tacoma: We primarily communicate via e-mail during the application process. E-mails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders. If you have any additional questions regarding this position, please contact the Human Resources Department at 253.591.5400 prior to 4pm on the date of this posting closing. The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives. Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger. Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger. Vision Coverage: For eligible employees and their eligible dependents. Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type. Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees. Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income. Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200. Other Employment Information Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit. Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule. Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees. Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice. 01 Responses to supplemental questions must be original content created by the applicant using their own words. The use of online tools or resources to create responses, such as Artificial Intelligence (ChatGPT, etc.), Google, Bing, etc., or plagiarism in any form, is considered cheating and falsification of the application. I understand that any form of cheating or falsification will disqualify my application for further consideration. + Yes + No 02 Do you have an equivalent combination to Bachelor's degree in business or public administration, communications or directly related field AND 6 years of progressively responsible customer service experience including 1 year prior as supervisor or manager? Please note, education and experience can be substituted on a year for year basis. + Yes + No 03 Describe a time you had to implement a new policy or procedure in a customer service or field operations environment. What steps did you take, and what was the outcome? 04 Give an example of how you established and maintained effective relationships with business partners, HR, or union representatives to resolve a complex issue. How did your interpersonal and communication skills contribute to the resolution? 05 One of the City's Principles that guides us is Equity. Describe what equity means to you and describe any experience you have working with diverse groups of people. 06 Please tell us how you learned about this job opening. + Job Interest Card notification + Professional organization + Military organization + City of Tacoma employee + Online job board posting + Word of mouth + LinkedIn + Tacoma Training & Education Program (TTEP) + Indeed + Facebook + Instagram + Careers in Government + Government Jobs + Outreach Event + National Diversity Network + African American Job Network + Disability Job Network + Asian Job Network + Latino Job Network + Retirement Job Network + LGBT Job Network + Veteran Job Network + Other 07 Please provide specific information regarding how you learned about this job opening. Thank you, your feedback will be used to evaluate our success reaching the public and refine our methods for future job postings. Required Question Agency City of Tacoma Address Human Resources Department 747 Market Street Tacoma, Washington, 98402-3764 Phone 253-591-5400 Website http://www.cityoftacoma.org Apply Please verify your email address Verify Email