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The role ensures effective customer service delivery across internal and operating departments, supports communication and marketing initiatives, and reports directly to the City Manager. 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The Operations Manager, Customer Relations will serve as the responsible administrator for developing, implementing, and monitoring a strategic customer service and citizen engagement plan for the City of Southlake with the goal of ensuring outstanding and empathetic interactions with the City’s customers. Additionally, the Manager will develop plans and manage initiatives to ensure that effective customer service is provided from internal support departments to operating departments within the organization. This position will also support communication and marketing initiatives to address customer needs. The Operations Manager, Customer Relations is a staff member of the City Manager’s Office and reports directly to the City Manager.\u003Cbr>ESSENTIAL FUNCTIONS:\u003Cbr>Note: This information is intended to be descriptive of the key responsibilities of the position. The list of essential functions below does not identify all duties performed by any single incumbent in this position. |  |  |  |\n|  | Demonstrates technical excellence and ensures implementation of program goals in conformance with established strategies and organizational expectations. |  |  |\n| Customer Focus: Exhibits a commitment to delighting both internal and external customers by providing an exceptional customer experience. Understands and applies the principles of quality customer service by responding promptly to customer needs and requests. Seeks to understand customers’ circumstances, problems, expectations , and needs. Answers phone calls, visitors, emails, and letters in a professional, helpful manner by providing accurate and informative information with the ability to resolve problems or refer inquiries to the correct contact. Corporate Customer Relations Program: Assumes full management responsibility for corporate customer relations programs as a member of the City Manager’s Office by developing, implementing, and monitoring a strategic customer service and citizen engagement plan for the City of Southlake with the goal of ensuring outstanding and empathetic interactions with the City’s customers. Plans and monitors the day-to-day running of customer service operations to ensure smooth maintenance and progress. Removes barriers to customer self-help and represents the voice of the customer in the development of City programs, projects and policies. Researches, implements, and maintains tools to ensure outstanding customer engagement/service. Identifies solutionsand optimizes the use of technology for strong interaction between the City of Southlake and its customers. May oversee the implementation and maintenance of enterprise customer relationship solutions. Uses information and data to understand customer pull and advises the Executive Leadership Team accordingly. Strategic Management: Provides oversight and management of the customer relations program’s strategic elements, including the development and implementation of the business plan and scorecard and assists departments with the development of customer |  |  |  |\n\n| service goals and performance measures. Evaluates overall performance by gathering, analyzing and interpreting data and metrics. Participates in the development and implementation of strategic goals, objectives, policies , and priorities relating to customer relations programs. Identifies opportunities for improving methods and procedures, identifies resource needs and implements improvements. Understands and applies fundamentals of business strategic management such as with balanced scorecards and metrics. Develops strategies to achieve departmental goals , ensuring implementation of the City management’s","cbCaimK5RQ4WOT3k","https://ap.wps.com/l/cbCaimK5RQ4WOT3k","pdf",275321,"English","# Job Description\n## Job Summary\n## Essential Functions\n## Core Responsibilities","[{\"question\":\"What is the main purpose of the Operations Manager, Customer Relations role?\",\"answer\":\"The role plans, manages, and oversees the corporate-level customer relations program, including developing, implementing, and monitoring a strategic customer service and citizen engagement plan for the City of Southlake.\"},{\"question\":\"What essential functions does the position cover?\",\"answer\":\"Key functions include customer focus and service excellence, strategic management of customer relations elements, handling customer feedback and surveys, developing training materials, and providing operational support to departments and leadership.\"},{\"question\":\"How does the position handle complaints and partner relationships?\",\"answer\":\"The role resolves corporate-level customer complaints in a timely manner, coordinates with executive leadership and department staff as needed, and tracks requests and inquiries. It also manages relationships and agreements with external partners and vendors.\"}]","Operations Manager, Customer Relations - Job Description - January 2020 | PDF",1789370309]