City of San Diego
System & Workforce Program Manager - Public Utilities Department – U2516 (Uncl
City of San Diego, National City, California, United States, 92180
The System Performance & Workforce Analytics Program Manager is responsible for the effective operation of the Customer Support Division’s information technology systems in a busy contact center. This position additionally reviews system and performance related data and determines the most effective use of data to enhance or create processes that improve customer service. This position is intended to make the operation of the Customer Support Division more transparent, effective, and accountable to the public and to help identify efficient solutions for the division. This is a hybrid position.
There's no such thing as a "perfect" candidate. The City is looking for exceptional people who want to make a positive impact through their work, will serve their community proudly, and be excited to come to work every day. Education and experience studies have shown that people are less likely to apply for jobs unless they believe they can perform every task listed in the job description. The City may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications and we encourage you to apply if you are interested.
Key Areas of Responsibility:
Support Division systems including Amazon Connect, SAP CCS, Salesforce, BlueWorx, Seamless Docs and others used by staff to provide service to customers.Develop and support information technology and/or operational system enhancements based on available data and Division goals.Serve as the primary liaison from the Division to IT professionals.Identify and resolve issues through data analysis.Complete system audits and analyses to manage system and process improvement and quality assurance programs.Provide data to ensure the Division can monitor and achieve its goals and service levels.Develop and implement policies and procedures to enhance customer service.Minimum Qualifications:Bachelor's Degree in Data Science, Information Technology, Business Administration, Finance, Public Administration, Management, Program Management, or a closely related field,
andFive (5) years of progressively responsible professional experience in the public and/or private sector that demonstrates ability and understanding of information technology, data analysis, research, performance metrics, and clear communication.Desirable Qualifications:Proven success leading IT projects and initiatives including developing business requirements with end users.Strong quantitative analytical abilities, including a thorough understanding of specialized data analysis tools and programs to enhance services, improve business operations and increase customer satisfaction.Experience conducting thorough analysis of large amounts of data in support of operations.A proven team leader with the ability to work harmoniously with others.Excellent writing and communication skills.Ability to communicate effectively to different audiences, including elected officials, various levels of City management, ratepayers, and members of the public.Ability to comprehend technical details and understand how they relate to and impact the “big picture.”Energetic and motivated with the ability and desire to take initiative.Demonstrated ability in successfully supervising team members including development of expectations and ongoing accountability and feedback.Ability to work both independently and as part of a team in a fast-paced, high-pressure environment with tight time constraints.Highly ethical and objective, with the ability to navigate in a political environment without being political.Commitment to public service, fiscal responsibility, and innovation in government.Experience in a customer support and/or customer contact center environment.Benefits:The City offers a robust benefits package that includes:Defined retirement plan, including pension reciprocity, dependent on an employee’s eligibility status (new hire, rehire, etc.).A wide variety of cafeteria-style health and wellness plans or in-lieu cash waiver.11 paid City holidays per calendar year and 1 floating holiday per fiscal year.Approximately 176 hours of paid annual leave for an employee’s first 15 years of service, and approximately 216 hours for 16+ years of service.Up to 24 hours of paid discretionary leave per fiscal year.Up to 320 hours of paid Parental Leave per childbirth or placement of a child.Up to 40 hours of paid Bereavement Leave per fiscal year.Tuition reimbursement up to $2,000 per fiscal year, and complimentary LinkedIn Learning professional development opportunities.Free transit pass (including MTS Trolley, MTS Bus, and all Rapid and Rapid Express bus services).Access to premier City golf courses at a discounted rate.Reduced-rate fitness center memberships.City-paid life insurance.For additional details, please review the
Benefits Summary for Unclassified Employees
or contact the Benefits Division of the Risk Management Department at (619) 236-5924.
Pre-Employment Requirements and Screening Process:Employment offers are conditional, pending the results of all screening processes applicable to the position. All the processes required by the City of San Diego must be successfully completed before employment begins. Please refer to the
City’s pre-employment requirements and screening process webpage
for additional information. Nothing in this job posting constitutes or should be construed as part of an express or implied contract for employment with the City of San Diego.
Application Instructions:
Kindly adhere to the instructions provided in the "Selection/Application Process" section below, we regret to inform you that online applications will not be considered.
Selection/Application Process:To be considered for this position, you must submit the following items to the Human Resources Department at:
HumanResources@sandiego.gov1)
Resume;2)
Letter of Interest, highlighting your relevant work experience and qualifications for this position; and3)
List of three professional references.
NOTE(S):
Attachments must be submitted in either PDF or Word Document format.Reference Recruitment Number U2516 in the Subject Line.Candidates are encouraged to apply promptly as interviews and selection may begin upon receipt of resumes from qualified individuals.Following the closing date, resumes will be screened according to the qualifications outlined above and the most qualified candidates will be invited to interview. If you have any questions, please email the City’s Human Resources Department at
HumanResources@sandiego.gov .#J-18808-Ljbffr
There's no such thing as a "perfect" candidate. The City is looking for exceptional people who want to make a positive impact through their work, will serve their community proudly, and be excited to come to work every day. Education and experience studies have shown that people are less likely to apply for jobs unless they believe they can perform every task listed in the job description. The City may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications and we encourage you to apply if you are interested.
Key Areas of Responsibility:
Support Division systems including Amazon Connect, SAP CCS, Salesforce, BlueWorx, Seamless Docs and others used by staff to provide service to customers.Develop and support information technology and/or operational system enhancements based on available data and Division goals.Serve as the primary liaison from the Division to IT professionals.Identify and resolve issues through data analysis.Complete system audits and analyses to manage system and process improvement and quality assurance programs.Provide data to ensure the Division can monitor and achieve its goals and service levels.Develop and implement policies and procedures to enhance customer service.Minimum Qualifications:Bachelor's Degree in Data Science, Information Technology, Business Administration, Finance, Public Administration, Management, Program Management, or a closely related field,
andFive (5) years of progressively responsible professional experience in the public and/or private sector that demonstrates ability and understanding of information technology, data analysis, research, performance metrics, and clear communication.Desirable Qualifications:Proven success leading IT projects and initiatives including developing business requirements with end users.Strong quantitative analytical abilities, including a thorough understanding of specialized data analysis tools and programs to enhance services, improve business operations and increase customer satisfaction.Experience conducting thorough analysis of large amounts of data in support of operations.A proven team leader with the ability to work harmoniously with others.Excellent writing and communication skills.Ability to communicate effectively to different audiences, including elected officials, various levels of City management, ratepayers, and members of the public.Ability to comprehend technical details and understand how they relate to and impact the “big picture.”Energetic and motivated with the ability and desire to take initiative.Demonstrated ability in successfully supervising team members including development of expectations and ongoing accountability and feedback.Ability to work both independently and as part of a team in a fast-paced, high-pressure environment with tight time constraints.Highly ethical and objective, with the ability to navigate in a political environment without being political.Commitment to public service, fiscal responsibility, and innovation in government.Experience in a customer support and/or customer contact center environment.Benefits:The City offers a robust benefits package that includes:Defined retirement plan, including pension reciprocity, dependent on an employee’s eligibility status (new hire, rehire, etc.).A wide variety of cafeteria-style health and wellness plans or in-lieu cash waiver.11 paid City holidays per calendar year and 1 floating holiday per fiscal year.Approximately 176 hours of paid annual leave for an employee’s first 15 years of service, and approximately 216 hours for 16+ years of service.Up to 24 hours of paid discretionary leave per fiscal year.Up to 320 hours of paid Parental Leave per childbirth or placement of a child.Up to 40 hours of paid Bereavement Leave per fiscal year.Tuition reimbursement up to $2,000 per fiscal year, and complimentary LinkedIn Learning professional development opportunities.Free transit pass (including MTS Trolley, MTS Bus, and all Rapid and Rapid Express bus services).Access to premier City golf courses at a discounted rate.Reduced-rate fitness center memberships.City-paid life insurance.For additional details, please review the
Benefits Summary for Unclassified Employees
or contact the Benefits Division of the Risk Management Department at (619) 236-5924.
Pre-Employment Requirements and Screening Process:Employment offers are conditional, pending the results of all screening processes applicable to the position. All the processes required by the City of San Diego must be successfully completed before employment begins. Please refer to the
City’s pre-employment requirements and screening process webpage
for additional information. Nothing in this job posting constitutes or should be construed as part of an express or implied contract for employment with the City of San Diego.
Application Instructions:
Kindly adhere to the instructions provided in the "Selection/Application Process" section below, we regret to inform you that online applications will not be considered.
Selection/Application Process:To be considered for this position, you must submit the following items to the Human Resources Department at:
HumanResources@sandiego.gov1)
Resume;2)
Letter of Interest, highlighting your relevant work experience and qualifications for this position; and3)
List of three professional references.
NOTE(S):
Attachments must be submitted in either PDF or Word Document format.Reference Recruitment Number U2516 in the Subject Line.Candidates are encouraged to apply promptly as interviews and selection may begin upon receipt of resumes from qualified individuals.Following the closing date, resumes will be screened according to the qualifications outlined above and the most qualified candidates will be invited to interview. If you have any questions, please email the City’s Human Resources Department at
HumanResources@sandiego.gov .#J-18808-Ljbffr