Director of Customer Service and Innovation

Director of Customer Service and Innovation

The position will be open until filled with a first review date of August 14, 2026. The Director of Customer Service and Innovation leads organizational efforts to enhance customer experience, drive service excellence, and implement innovative practices across all service channels. This role is responsible for strategic planning, continuous improvement, performance measurement, and oversight of customer-facing operations, including the 311 Call Center.

The ideal candidate for this newly created leadership role will be an experienced, forward-thinking professional who brings a blend of strategic vision, analytical strength, people-centered leadership, and deep expertise in customer experience. Joining an organization with an award-winning workplace culture, the chosen candidate must be capable of elevating that culture even furthermaking customer service excellence a defining organizational cornerstone and leveraging the city's culture to deliver exceptional performance.

Key attributes of the Ideal Candidate:

• Strategic and innovative thinker
• Expert in performance management and KPI frameworks
• Strong continuous improvement leader
• Call center operations expertise
• Culture builder and people-centered leader
• Collaborative relationship builder
• Skilled communicator and change champion
• Results-driven, purpose-driven leader

At the City of Goodyear, you will be a part of an organization that values its employees as its greatest asset. You will become part of a dedicated team of professionals who are committed to building and maintaining a highly engaged workforce. You will be challenged to learn and grow in an environment that values employee development and career-building. You will thrive in a culture of innovation. We believe that successful employees are those that possess these six core values: Adaptability - Integrity - Initiative - Empathy - Optimism Innovation.

Only a limited number of the most qualified applicants meeting the City's requirements will be invited for an interview. The examination process for this position will consist of a panel interview. All communication regarding application status and interview notifications will be sent via emailplease monitor your junk/spam email for communication as it will come from a system generated source.

Essential Functions

• Directs organization-wide customer service strategies, aligning service delivery with strategic objectives, performance expectations, and long-term planning priorities.
• Leads the design, implementation, and monitoring of organizational performance measures, KPI frameworks, and customer experience dashboards used to guide decision-making and resource allocation.
• Oversees continuous improvement initiatives to streamline workflows, reduce service friction, and enhance operational efficiency across all customer service functions.
• Provides strategic leadership for the 311 Call Center, ensuring responsive, accurate, and high-quality service through modern tools, clear procedures, and effective staff development.
• Introduces and evaluates innovative technologies, service platforms, and process enhancements that strengthen customer engagement and support modernization of services.
• Collaborates with departments to improve customer touchpoints, integrate service systems, and promote organization-wide service consistency and accessibility.
• Develops and maintains customer feedback systems and analytics processes that identify service trends, monitor satisfaction levels, and guide continuous improvement efforts.
• Leads, mentors, and evaluates staff within customer service and innovation teams, cultivating a culture focused on service excellence, problem solving, adaptability, and innovation.

Requirements

• Formal Education/Knowledge: Work requires broad knowledge in a general professional or technical field. Knowledge is normally acquired through four years of college resulting in a Bachelor's degree or equivalent combination of education and experience.
• Experience: Seven or more years of progressive experience in customer service management, operations, innovation, or process improvement.
• Certifications and Other Requirements: Lean Six Sigma Black Belt Certification is highly desirable, but not required, Valid Driver's License
• Reading: Work requires the ability to read and comprehend complex legal documents, development agreements and contracts, executive business letters and communications, development-related documents, master plans, design guidelines, construction site plans, budget documents, business magazine, journals, newspapers and technical reports, strategic or operational plans.
• Math: Work requires the ability to perform moderately complex math calculations such as addition, subtraction, multiplication, division, college algebra, and statistics.
• Writing: Work requires college-level ability to write communication with executive management, City Council, and business executives; and prepare marketing documents, development agreements, and concise, professional letters.
• Managerial: Complex - Work requires managing and monitoring work performance of a department including evaluating program/work objectives and effectiveness, establishing broad organizational goals and realigning work and staffing assignments for the department.
• Budget Responsibility: Significant - Has responsibility for final approval of a department's budgetary recommendations to a Deputy City Manager/City Manager. Monitors progress toward fiscal objectives and adjusts plans as necessary to reach them.
• Policy/Decision Making: Significant - The employee normally performs the duty assignments within broad parameters defined by general organizational requirements and accepted practices. End results determine effectiveness of job performance. This position independently decides how objectives are achieved and what resources are needed. Typical positions in this category are upper management to executive level jobs.
• Technical Skills: Comprehensive Application - Work requires advanced skills and knowledge in approaches and systems, which affect the design and implementation of major programs, solutions for highly complex issues, and/or processes organization-wide. Independent judgment and decision-making abilities are necessary to apply technical skills effectively.
• Interpersonal/Human Relations Skills: High - Interactions involve overseeing and/or approving final decisions regarding policy development and implementation. This level often involves interaction with others outside the organization or department on key departmental/organizational/regional issues and requires exercising participative management skills, high levels of emotional intelligence, networking and relationship building skills, negotiation, and the ability to reach consensus on complex issues to achieve organizational goals and objectives.