Customer Experience Manager

Customer Experience Manager

The Department of Building and Housing is seeking a Customer Experience Manager to ensure customers receive exceptional service when applying for permits and registrations. A major focus of this role is to create smooth and efficient permitting experience for complex and significant construction projects. This position will work with the Department of Development, City Planning, and other departments in the City of Cleveland that review major projects. This position is a senior-level role reporting to the Director of Building and Housing and the Assistant Director of Building and Housing.

Typical duties performed include, but are not limited to oversight of daily operations to ensure alignment with departmental objectives and organizational priorities. Dependent upon service area, may manage and direct staff to maintain efficient workflows, ensuring productivity and high-quality outcomes. Develop, implement, and evaluate operational strategies, procedures, and best practices to improve efficiency and effectiveness. Monitor performance metrics and identify opportunities for process improvement. Collaborate with leadership and cross-functional teams to support departmental initiatives. Perform other job-related duties as required.

Bachelor's degree required. Substitution: Two (2) years of any equivalent combination of education, training, and experience may substitute for each year of college education lacking. Six (6) years of full-time management experience required. Four (4) years of demonstrated leadership experience. Strong critical thinking and analytical skills, with the ability to identify process inefficiencies and implement effective solutions. Excellent written and verbal communication skills. Valid State of Ohio Driver's License required.

Some duties include:

• Provide exceptional customer service as the first point of contact for customer inquiries on major projects.
• Coordinate meetings between departments to facilitate progress on project reviews.
• Monitor major project progress daily to ensure construction permits move efficiently between city departments and that customers receive prompt, clear, communication about project status.
• Represent Building and Housing as the lead for all development projects, housing initiatives, and mayoral priorities that relate to the department.
• Make Cleveland permitting business friendly. Identify and implement enhancements to construction permitting processes to meet the needs of modern businesses, builders, and developers. Operationalize improvements to the construction permitting process.
• Handle customer escalations about permits and address related concerns. Track and monitor complaints, address issues, and report back in a timely manner.
• Monitor the city website to ensure that Building and Housing related pages and materials are up-to-date, clear, and provide all needed information to navigate our processes.

Skills needed:

• Exceptional customer service and relationship management
• Clear, timely, and proactive communication
• Cross-departmental collaboration and stakeholder management
• Process improvement and business-friendly service design
• The ability to collaborate effectively with colleagues in high pressure situations
• Microsoft office suite, including proficiency with Excel
• 5-7 years customer service leadership or client management experience preferred
• Bachelor's degree or higher required

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.

The City of Cleveland makes available a variety of benefit options depending upon your employment status and any applicable union membership. In general, benefit options include comprehensive medical, dental, vision, prescription medical and life insurance. Specific information regarding benefit eligibility will be discussed and reviewed at the time of hire.