Director of RVA 311 & Citizen Services
City of Richmond, Virginia · Richmond, VA · 2 wk ago
ManufacturingFull-time
About the role
The Department of Citizen Service and Response is Richmond’s front door to City government, connecting residents, businesses, and visitors to more than 50 departments and agencies through the RVA 311 platform. Operating across phone, online, and mobile channels, the department handles over 200,000 contacts annually, managed by a team of 33 employees with a budget of $4.2M.
Responsibilities
- Strategic Leadership & Organizational Direction
- Public Performance & Accountability
- Interagency Coordination & Community Trust
- Organizational Leadership & Culture
- Technology Strategy & Innovation
Qualifications, Special Certifications And Licenses
- Minimum Qualifications: Bachelor’s degree in Public Administration, Business Administration, or a closely related field; Ten (10) years of progressively responsible leadership experience in constituent or customer service operations, public administration, or civic service delivery, including a minimum of five (5) years in a senior executive role with significant organizational and budget accountability.
- Prioritized Qualifications: Direct experience directing a municipal 311 program, large-scale government contact center, or equivalent multi-channel public service operation; hands-on executive experience with enterprise CRM platforms and/or ticketing systems such as AvePoint Citizen Services, Catalis, ServiceNow or Zendesk used in a government service context; executive experience leading technology platform implementation, adoption and change management; experience leading in a unionized public-sector environment; graduate degree in Public Administration, Public Policy, or a related field; multilingual proficiency, or demonstrated executive experience overseeing multilingual and language access programs.
Benefits
Virginia Retirement System (VRS), Language Incentive, Referral Bonus, Tuition Assistance Program.
Pay
Commensurate with experience.
Schedule
N/A
Skills
Not specified
Benefits
Not specified
Cookie/Navigation/Equal Opportunity Boilerplate Removed
Not specified