The Service Operations Manager oversees the review, conversion, and resolution of constituent requests through 311, ensuring effective support for public-facing programs and cross-department collaboration.
Requirements
- Develop, implement, and manage service operational policies and procedures
- Work with department head to determine values and mission, and plan for short and long-term goals
- Develop and communicate service operations delivery models
- Ensure all operational and process-related documents are properly tracked and in compliance with all laws and regulations
- Directly responsible for developing service operations developmental plans, strategies, and tactics
- Routinely review operating results of service departments
- Business Partner Management (City departments, agencies, vendor’s, etc., that partner with 311)
- Manage relationships through effective communications, performance management, reporting/data analysis and regular partnership reviews
- Manage and influence behaviors and performance of teams that do not report to you (contractor teams)
- Utilize data, reports and related systems to analyze contractor metrics and identify trends and area of opportunity that require feedback, coaching, or corrective action
- Daily, weekly, monthly and quarterly reporting for visibility internally and to share with departments for performance management
- Serve as a partner to each department and act in a consultative role with them to identify resource needs, process gaps and improvements, operational opportunities, and anything to build the strength and depth of the contract installation partners
- Establish a mutually beneficial relationship with each department or vendor, and develop a deep familiarity with their daily operations
- Provide demonstrations of work order management system, services, procedures to give advice and recommendations to on how to overcome challenges and ensure positive constituent resolutions
- Conduct quality control checks and audit process to ensure high quality work is performed
- Serve as the primary liaison between departments and 311 - ensure contractor partners are engaged and interacting with the sales team to improve the overall customer experience and maintain positive working relationships
- Ensure all jobs are flowing efficiently and meeting service level agreements, follow through on all issues and escalations, approve billing invoices and add-labor charges from contractors, and other tasks to ensure the daily operations run smooth
- Responsible for the installation of customer experience processes to ensure the City is meeting or exceeding customer expectations
- Drive a positive customer experience through rigorous adherence to installation process standards, while maintaining highly dependable support for business partners
- Make timely decisions and highly responsive to job movement through the service request/work order lifecycle, addressing large issues with closings in a timely manner, and supporting coordination with the 311 Customer Service as needed with issue resolution
Benefits
- 4 weeks annual vacation
- Medical insurance through the Group Insurance Commission (GIC) - 80% of premium costs paid by City
- Dental coverage low and high plans through Cigna
- Vision care through Vision Service Plan (VSP)
- Long term disability through Sun Life
- Group and voluntary life insurance through Boston Mutual
- Health Care and Dependent Care flexible spending through Benefit Strategies
- Deferred compensation plans through a choice of three vendors
- Free, confidential services through the Employee Assistance Program (EAP) provided by E4Health
- Annual cancer screening & wellness release
- Somerville Retirement Pension System
- Tuition reimbursement
- MBTA pass program
- FREE Blue Bikes membership
- Eligible employer for the Public Service Loan Forgiveness Program (PSLF)
