DIRECTOR, 311 CUSTOMER SERVICE CENTER (0953) - Office of the City Administrator

DIRECTOR, 311 CUSTOMER SERVICE CENTER (0953) - Office of the City Administrator Position Status: Full-time Job Code and Title: 0953 Director of 311 Customer Service Center Compensation information: $93.1250 - $118.8750 (hourly) / $193,700 to $247,260 (annually) Fill Type: Permanent Exempt: This is an Exempt position excluded by the Charter from the competitive Civil Service examination process, pursuant to the City and County of San Francisco, Charter Section 10.104. It is considered 'at will' and shall serve at the discretion of the Appointing Officer. Job Announcement Posting Date: Thursday, September 4, 2025 Job Announcement Deadline: Apply Immediately. Application filing will be open at least through Thursday, September 25, 2025, 11:59 PM PST and will close any time thereafter. The SF311 Customer Service Center (SF311) is an agency under the Office of the City Administrator. It has an operating budget of over $21 million and a headcount of over 100 employees. SF311 serves as the city’s central information and customer services hub, providing general information and access to government services 24 hours a day to San Francisco residents, visitors and businesses. Services include a call center that answers calls in over 160 languages daily, and online services that accept the majority of self‑service requests through the city’s website and mobile apps. SF311 partners with over 50 city departments and agencies to support information access, service delivery, and emergency response. Under general direction of the City Administrator, the SF311 Director is directly responsible for planning, managing and directing the operations and staff of SF311. Key responsibilities include, but are not limited to: Delivering excellent, equitable service and information to the public across web, app, and call center channels, on behalf of departments across the city. Directing, hiring, coaching and coordinating a large team of managerial, professional customer service and technical staff engaged in the implementation, administration and 24x7 operations of SF311, to ensure effective management and the highest standards of customer service and technologies. Developing and implementing policies, programs, priorities and objectives for SF311 and its staff to achieve the short- and long‑term goals of the organization. Managing, allocating and monitoring SF311 staff and resources to timely and effectively achieve the missions and goals of SF311 within budget allocations. Ensuring that Customer Service Representatives are supported, motivated, trained and optimally scheduled to provide effective and efficient services to the public and partner agencies. Collaborating with other internal and external partner agencies and city leadership on business process improvements and reporting requirements. Working closely with technology staff to continuously improve the customer experience and efficiency of the call center, website and app, particularly through the thoughtful use of AI technologies and strategies. Monitoring key performance indicators and analyzing data to identify areas for improvement in SF311 operations and developing strategies to support city agencies to ensure the highest standards of service and excellence. Leveraging data and technology to streamline and optimize SF311 and citywide operations and systems; facilitating and ensuring accountability in the services of partner agencies; and enhancing the customer/user experience in accessing and using 311’s systems. Ensuring compliance with the city’s digital accessibility and language access standards in 311’s services. Applying sound supervisory principles and management techniques in building and maintaining an effective and motivated workforce. Representing SF311 before policymakers, including the Mayor, Board of Supervisors, city commissioners and fellow city agency directors. Participating in the city’s disaster response and recovery activities as necessary. The ideal candidate is an excellent and clear communicator, a visionary and accountable leader, an innovative thinker, and an effective collaborator and partner who inspires trust through integrity and transparency. They are adept at partnering with senior peers from policymakers and directors to technologists, actively mentoring staff to maintain professionalism, courtesy, efficacy, and accuracy in public service delivery. They bring demonstrated experience delivering diverse services across multiple online and offline channels, a strong background in modern data and analytics practices, and an informed perspective on current and emerging technologies and best‑practice industry standards in customer service and customer service center operations. Minimum Qualifications Possession of a baccalaureate degree from an accredited college or university; and Four (4) years of progressively responsible experience performing high‑level management work in customer service center operations; of which all four (4) years must be directly supervising customer service or call center staff, or technical staff engaged in developing and implementing customer service center technologies. Substitution: Additional qualifying work experience as described above may be substituted for the required education on a year‑for‑year basis (30 semester/45 quarter units equals one year). Desirable Qualifications Experience in overseeing and managing a team that is directly responsible for developing and implementing call center technologies. Experience in specialized training in areas such as customer service center workforce management, quality assurance and/or customer relationship management (CRM) software. Past or current direct responsibility for a website or app with a wide audience. Experience with modern data management and analysis practices in a shared data setting. Demonstrated experience fostering digital and language equity in service delivery. The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law. #J-18808-Ljbffr City and County of San Francisco