Project Program Manager II
- Summary
The Department of Local Services (DLS) represents a comprehensive effort to improve the efficient, effective, and timely delivery of municipal services to the nearly 250,000 people who live in unincorporated communities of King County.
The Road Services Division designs, builds, operates and maintains roads and bridges in unincorporated areas of King County. The division is a 24 hour per day, 7 day a week operation with work site locations in Renton, Downtown Seattle, and several remote field locations throughout King County. The division is responsible for 1,500 miles of road 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.
King County As the only county in the United States named after Martin Luther King, Jr., King County is a vibrant community with residents that represent countries from around the world. It is a region with increasing diversity that cherishes the artistic and social traditions of many cultures. Together, we're changing the way government delivers service and winning national recognition as a model of excellence. We continue to build on an enduring legacy of shared values of equity and social justice, employee engagement, innovative thinking, and continuous improvement. With this commitment, King County has adopted a pro-equity agenda aimed at advancing regional change and is developing the systems and standards necessary to achieve better outcomes for all of our residents, regardless of their race or income. All of these qualities make King County one of the nation's best places to live, work, and play.
WHO MAY APPLY: This recruiting effort is open only to King County Career Service and Term Limited Temporary (TLT) employees. This recruitment may be used to create an eligibles list to fill permanent, TLT, or special duty assignments.
WORK SCHEDULE: This position is nonexempt from the Fair Labor Standards Act and is overtime eligible. This position may be required to work afterhours, weekends and/or holidays. Work schedule is Monday - Friday, 8 a.m. - 5 p.m.
REQUIRED MATERIALS: (1) completed and detailed online King County application form, (2) answers to the supplemental questions, and (3) letter of interest of how you meet or exceed the Experience, Qualifications, Knowledge, Skills requirements of this position.
UNION REPRESENTATION: This position is represented by PROTEC, Local 17.
QUESTIONS: Contact Melinda Dickie, Senior Human Resource Analyst at melinda.dickie@kingcounty.gov or (206) 477-3608 .
- Job Duties
This position will assist the division's Customer Service Administrator to track and address inquiries, provide clear and consistent public information, and develop equitable and efficient approaches to tracking and resolving customer issues. Responding to customer inquiries requires strong research and customer service skills, excellent writing and oral communications, a solid understanding of the services provided by the Roads Services Division, and demonstrated experience working with engineering and maintenance staff to understand and translate technical subject matter to laymen's terms. Duties will include:
- Assist Customer Service Administrator with coordinating and tracking data for Roads' customer service program.
- Enter, track and perform quality control in the Cityworks/Roadworks database.
- Research, gather and analyze data related to customer service inquiries and responses.
- Assist in producing monthly/quarterly reports on inquiries.
- Monitor Roads' main email inbox for inquiries and coordinate with Maintenance Section on distributing workload to ensure quality responses are issued in a timely manner.
- Respond to inquiries made via email that include managing customer expectations through accurate and thoughtful responses. Responses may be in writing or via telephone.
- Draft and/or edit external correspondence for Customer Service Administrator or department leadership or elected officials.
- Update Roads Wiki Sharepoint site.
- Be a contributing member of the Road Alert Team by editing and, as needed, creating Road Alert content.
- Tracking Road Alert project work.
- Establish document control for reports and ensure standards for professional presentation -formatting, editing and proofreading.
- Assign, monitor and track section responses to meet Customer Relationship Management (CRM) and other deadlines and ensure consistent messaging and responses.
- Support Lean initiatives and ongoing improvement work.
- Serve as a project manager or task lead for a variety of small and large scale customer service projects.
- Foster a spirt 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.
- Schedule, plan, and arrange facilitation and staffing for internal meetings and trainings.
- Edit and proofread content for printed materials and displays.
- Experience, Qualifications, Knowledge, Skills
- Experience working in the field of Transportation, particularly at the local level
- Experience and knowledge of the services provided by King County Road Services.
- Experience with Public Works issues, processes and procedures.
- Experience working with process improvement and LEAN principles
- Ability to translate engineering and planning jargon into plain clear language accessible to all.
- Knowledge of project management principles.
- Knowledge of research methods.
- Excellent written and verbal communication skills, with an emphasis on grammar and punctuation.
- Skill in gathering, manipulating and using data utilizing a computer and other tools.
- Excel, Word, Outlook, SharePoint and Cityworks/Roadworks database.
- Experience planning and organizing trainings and events.
- Experience communicating with individuals and groups with diverse backgrounds.
- Experience working in fast paced, high pressure environments with a variety of target audiences including: elected officials, regional transportation authorities, senior county management, transportation constituency groups, and internal staff and management.
- Demonstrated ability to support a culture of cooperation, superior customer service and teamwork.
- Communication skills that reflect well upon King County, the County Executive, the department, and the incumbent.
- Supplemental Information
Selection Process: Applications will be screened for clarity, completeness and qualifications, including background directly related to the job duties listed. The most competitive candidates may be invited to participate in an interview. Interviews are anticipated to be scheduled during the week of August 19. Reference checks will be conducted.
Necessary Requirements:
- Valid Washington Driver's License or the ability to obtain a Washington State license within 30 days of hire
King County values diverse perspectives, life experiences, and differences. The Department of Local Services encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, and veterans. We are committed to being equitable and fair in providing equal access to opportunities for all.
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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01The information provided in your application and letter of interest must support your selected answers in the supplemental questions. The information you provide will be verified and documentation may be required. Please be honest and accurate as possible. You may be asked to demonstrate your knowledge and skills in a work sample or during an interview. By completing this supplemental questionnaire, you are attesting that the information you have provided is accurate. Any misstatements, omissions, or falsification of information may eliminate you from consideration or result in dismissal. "See resume" is not an acceptable answer to application completion.
- Yes, I understand and agree.
- No, I do not agree.
02Are you a current King County career service or term limited temporary employee?- Yes
- No
03Do you have experience with the following software (please check all that apply):- Excel
- Word
- Outlook
- SharePoint
- Cityworks/Roadworks
- None of the above
04Do you have experience within the field of Transportation, particularly at the local level?- Yes
- No
05Do you have experience in public work issues?- Yes
- No
06Do you have experience in process improvement and LEAN principles?- Yes
- No
07Do you have experience working with a variety of target audiences including: elected officials, regional transportation authorities, senior county management, transportation constituency groups, and internal staff and management?- Yes
- No
Required Question