Customer Experience Manager

$85,000 - $90,000/Yr

City Of Cleveland - Cleveland, OH

Full-time - Mid Level

Cleveland, OH

Executive, Legislative, and Other General Government Support

About the position

The Customer Experience Manager will oversee the operations of the Department of Building and Housing, ensuring that services are customer-friendly, efficient, and easy to navigate. This senior-level role involves managing customer experience across three divisions: the Director's Office, Construction Permitting, and Code Enforcement. The position requires strategic planning, coordination, and administration of activities to enhance customer satisfaction and operational efficiency.

Responsibilities

• Plan, manage, and develop work rules for staff in administration, citizen participation, research, and finance.
• Monitor construction permitting projects to ensure efficient movement between city departments and clear communication with customers.
• Operationalize process changes in construction permitting within defined timelines.
• Coordinate inter-departmental meetings to ensure positive customer outcomes.
• Track staff performance in meeting call and email response goals and create a data dashboard for improvement.
• Handle customer escalations and ensure timely correspondence and resolution of concerns.
• Ensure the city website is up-to-date and provides clear information regarding Building and Housing processes.
• Monitor 311 complaints and ensure timely handling according to service level agreements (SLAs).
• Track Council and Administrative complaints and priorities for timely reporting.

Requirements

• High School Diploma or GED required.
• Bachelor's Degree required.
• Four years of full-time paid management or administrative experience required (substitution allowed).
• Valid State of Ohio Driver's License required.
• 5-7 years of customer service leadership experience preferred.
• Proficiency in Microsoft Office Suite, especially Excel.
• Ability to analyze and interpret data.
• Strong public speaking and presentation skills.
• Power BI experience preferred.
• Proficiency with Accela database preferred.

Nice-to-haves

• Experience in customer service leadership for 5-7 years.
• Power BI experience.
• Proficiency with Accela database.