Operations Coordinator

Operations Coordinator

The Department of Building and Housing is seeking an Operations Coordinator to support customers and facilitate efficient operations in the Construction Permitting office. This position will oversee the submission, approval, and issuance of construction permits and registrations. The role requires collaboration across all departments involved in permitting application review. This position will report to the Operations Supervisor and the Commissioner of Construction Permitting in Building and Housing.

Under administrative direction, is responsible for planning and administering a specific project or program for a City department. Serves as the administrative supervisor on projects or programs. Plans, assigns, supervises, and reviews activities of subordinate personnel. Monitors the project or program's operating budget and assists in the annual preparation of same. Designs, implements, and monitors procedures utilized in program evaluation. Develops and secures commitments from other City departments and agencies to provide services to program participants. Provides technical assistance or reviews program policies and procedures. Maintains current information and oversees the preparation of project status reports. Prepares financial and narrative reports and program applications. Communicates project/program status and information to municipal officials and/or public and private entities. May supervise employees assigned to the respective project. Performs other related duties as required.

Bachelor's Degree from an accredited four-year college or university in Business or Public Administration, Social Sciences, or closely related field preferred. Two (2) years of any equivalent combination of education, training and experience in program administration required. Must be able to lift and carry thirty (30) pounds. Valid State of Ohio Driver's License required.

Some duties include:

• Provide exceptional customer service as the first point of escalation for customer questions about applications and project progress. Respond to internal inquiries on permit or registration progress.
• Daily monitoring of operations in construction permitting including running daily numbers to analyze operational performance and adjust operational decisions. Ensures the department meets operational standards.
• Ensure all processes have standard operating procedures and that they are consistently being followed. Identify procedures creating poor customer experiences or inefficiencies, make recommendations, and implement solutions.
• Supports staff by answering transactional questions, prioritizing what work to complete, and reviewing customer applications when the operation requires.
• Proactively identify projects that are delayed and facilitate progress by communicating internally with other departments and externally with customers.

Skills needed:

• Exceptional customer service and communication
• Operational management and performance monitoring
• Process improvement and workflow optimization
• Staff support, coaching, and work prioritization
• The ability to collaborate effectively with colleagues in high pressure situations
• Microsoft office suite, including proficiency with Excel
• 5-7 years customer service experience preferred
• High school degree required, bachelor's degree preferred

The City's guiding principles are as follows: Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.