Communication and Customer Service Manager-PPM IV
- Summary
This recruitment is to fill a current Career Service vacancy. Applicants from this recruitment may be used to fill future career service, term limited-temporary and special duty opportunities in this job classification.
Join our Team! King County Road Services Division has an excellent opportunity for growth and development. We are looking for a knowledgeable Project/Program Manager IV who excels in customer service and communications who can perform services such as data management, personnel, strategic planning, emergency response communications pertaining to road-related emergencies, problem solving and administrative functions! This is an exciting opportunity to work with the Roads Communication and Customer Service team and make a difference in our community!- Job Duties
Scope of Job Duties: To be considered for this opportunity, you must, at a minimum, demonstrate knowledge, skill, and ability to:
- Lead the ongoing operation of the division's customer feedback and customer service delivery program. Maintain and improve upon current methods of; tracking, controls, reporting status, and evaluating findings which include coordinating with Maintenance 24/7 Road Helpline supervisor. Design, implement, and manage training and development of team, standard operating procedures, and performance metrics.
- Manage communications with customers regarding road-related policies, services and programs. Provide central coordination for response to high priority customer inquiries and requests. Coordinate, prepare, and oversee written responses for signature by division, department management, and elected officials. Send outgoing correspondences on behalf of the organization.
- Oversee and/or perform Roads’ communication work that includes media relations, social media presence, and public outreach for construction, maintenance, emergency projects. Coordinates with Department of Local Services Communications team, oversees issue management for Roads in concert with Roads leadership, and participates in strategic planning.
- Participate in the communications response to road-related emergencies, such as weather events or natural disasters. Assist with annual winter awareness communication campaign as needed (write or review/edit content for web, brochures, other materials)
- Be a contributing member of the Road Alert Team; editing, tracking, and creating Road Alert content related to planned and emergency road closures/restrictions and other time-sensitive road-related information.
- Develop and coordinate an enhanced internal customer service program for employees that builds on the guiding principles of wellbeing and belonging, including internal communication tools, outreach events, and coordination of recognition program.
- Lead the work of professional staff, develop performance measures, conduct performance evaluations, and assist in growth and development of staff.
- Craft engaging content for use in communications with internal and external customers.
- Foster a spirit of inclusion and belonging while coordinating, collaborating and communicating with a wide variety of people with diverse backgrounds. Incorporate equity and social justice opportunities wherever possible into the Roads customer service program.
- Be comfortable in providing regular updates on customer service to division leadership, internal and external partners.
- Provide back-up support for community outreach efforts and issues.
- Manage employee special events such as section Employee Staff Meetings, all-hands staff meetings, community liaison forums, and assist with future of work feedback sessions.
- Serve as the technical expert to perform complex media research and analysis.
- Experience, Qualifications, Knowledge, Skills
We are looking for candidates who have:
- Self-motivated with the ability to multitask and manage competing timelines.
- Experience with supervising staff and conducting performance evaluations.
- Excellent communication skills, notably positive customer service skills.
- Written and oral communications and public speaking skills.
- Experience working as part of a team and as an individual contributor.
- Experience in large scale event planning.
- Experience in media content creation. Documented and published portfolio work.
- Excellent interpersonal skills to handle sensitive and difficult situations.
- Experience in taking initiative and being accountable for the work product.
- Knowledge of other relevant agencies and systems.
- Experience providing community outreach and leadership to community coalitions.
- Supplemental Information
Why King County?
- Competitive – healthcare plans
- Free – transportation options
- Manager Support – structured employee assistance program
- Paid – vacation time (in addition to paid holidays)
- Paid – sick leave
- Paid – parental leave
- Deferred – compensation plan
- Twelve – paid holidays
- Awesome Employee Giving Program!
ABOUT THE DEPARTMENT
King County is the local service provider for the roughly quarter-million people who live in the unincorporated areas of the county. Taken together, the population in unincorporated King County would be the second-largest city in the state. The Department of Local Services includes a Director's Office and the Road Services and Permitting Divisions. The Director’s Office includes a robust Community Service Area group focused on identifying and responding to the needs of urban and rural unincorporated King County residents and business. The department provides a single executive point of accountability for delivery of local services to all of the unincorporated areas.
ABOUT THE DIVISION
Unincorporated King County is home to roughly a quarter million people. Collectively, these communities would be the second-largest city in the state. Millions more use the roads to access jobs and recreational activities in urban and rural King County. The Roads Services Division is committed to ensuring the county's road system is safe and efficient for all uses and modes of travel.
The division is faced with a long-term structural funding problem, yet is responsible for 1,500 miles of roads and 182 bridges, 5.7 million feet of drainage ditches, over 44,000 traffic control signs, 78 traffic signals, and 50 traffic cameras in unincorporated King County.
ABOUT KING COUNTY
Forbes recently named King County as one of Washington State's best employers.
Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.
Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. We are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding values--we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.
COMMITMENT TO EQUITY AND SOCIAL JUSTICE
King County is an Equal Employment Opportunity (EEO) Employer. No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation, and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
To learn more, please visit http://www.kingcounty.gov/elected/executive/equity-social-justice.aspx
COVID-19 VACCINATION REQUIREMENT
King County Executive Branch employees are required to be fully vaccinated against COVID-19. If you are the successful candidate for the position you applied for, the County will send you a conditional offer letter.
As a condition of employment, prior to a final offer of employment, you will be required to:- submit proof of vaccination, or
- have an approved request for medical or religious exemption and an approved accommodation. Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation.
The Executive Branch includes employees in the Executive branch, the Assessor's Office, Elections, the King County Sheriff's Office, and the Executive Office.
Are you ready to APPLY?
If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process, or if you have questions, please contact the recruiter listed on this job announcement.
The recruitment for this position is open to all applicants. A completed King County Application is required. We highly recommend that you also provide a cover letter and resume.
If you have any questions, please contact Jerrell Hollis, Sr. HR Analyst, by e-mail at jhollis@kingcounty.gov, or by phone at 206-477-4318.
King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:
- Medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members
- Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
- Retirement: King County employees are eligible to participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
- Transportation program and ORCA transit pass
- 10 paid holidays each year (plus 2 personal holidays)
- Generous vacation and paid sick leave
- Paid parental leave, family and medical leaves, and volunteer leave
- Flexible Spending Account
- Wellness programs
- Onsite gyms and activity centers
- Employee giving program
- Employee assistance programs
- Flexible schedules and telecommuting options, depending on position
- Training and career development programs
This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails. Also, in the event of any incorrect information in this document, applicable laws, policies, rules, CBAs, or official plan documents will prevail.
NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.
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01Are you applying to this position as an eligible current or previous King County Employee Priority Placement Program Participant? Is this position the same or lower percentage of full-time when compared to the position held at the point of the notification of layoff? Do you possess the skills and abilities to qualify for this position?
- Yes, I was given a layoff notice from my role at King County and I am within two years of the effective date of my layoff. Additionally, the position I was laid off from was the same or a higher percentage of FT status when compared to this one.
- No.
02If you answered yes to the question above and you are applying for this position as a Priority Placement Participant, to be considered, you must provide the following three pieces of information in the space provided: 1. The title you held when you received your layoff notice 2. The department you worked in 3. The effective date of your layoffRequired Question