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Service excellence for an inspired future.
The City of Boulder requires all employees to be vaccinated for COVID-19.
The City of Boulder is a great place to live, work, grow and play.
With over 300 miles of dedicated bikeways and more than 150 miles of hiking trails, Boulder values active lifestyles and access to nature. Forty-six thousand acres of protected land provide open space for passive recreation, natural environments, and a green belt around the city. With world class restaurants and art and music venues, The City of Boulder values diverse culture.
Respect is one of our five City Values (including Customer Service, Collaboration, Integrity, and Innovation) and we are committed to equity, diversity, and inclusion. We celebrate and support our differences across all spectrums, including but not limited to ethnicity, gender, age, disability, and sexuality. Through our focus on Racial Equity, our employee benefits, and the many programs resources we offer our staff, we continually strive to weave respect for one another into the fabric of our organization.
Add your voice and talents to the City of Boulder and help us grow in service excellence for an inspired future.
OVERALL JOB OBJECTIVE:
Under general direction, coordinates, oversees and supervises operations staff and the departmental functions of permitting, development review, customer self-service, and customer inquiry for the Planning and Development Services department teams with others on continuous improvement efforts, and performs related duties as required.
Note: in accordance with city policy, this position will operate in a hybrid work environment – part-time on-site in city facilities, part-time from home, if desired. Full on-site work is also available.
The starting pay for this position is $67,579.20 – $82,596.80 annually, commensurate with experience.
DUTIES AND RESPONSIBILITIES:
Service Operations Team Supervision and Coordination
Supervises front-line operations staff and models excellent interaction with the public and city staff to ensure the best possible customer service and facilitates the most direct and efficient provision of services for customers. The focus of these operations include permitting, development review, customer self-service and customer inquiry, appointment scheduling, personnel system processes, program and project administration, and the utilization of software systems.
Provides leadership, coaching and mentoring to direct reports.
Effectively communicates expectations and desired outcomes and holds accountable.
Oversees effective business practices for staff operations to ensure that services provided to the community, customers and staff are streamlined and efficient, timely, predictable, and cost effective. Delegates accordingly.
Participates and contributes as a member of the division and department’s supervisory teams. Recognizes the needs of team members and is direct, specific and respectful in communication and behaviors.
Provides leadership and contributes to the design, implementation, monitoring, and reporting of the P&DS work program, operations, and customer services with a focus on continuous improvement through data-driven decisions and innovation tools.
Maintains a high level of professionalism and integrity.
May be assigned acting status in the absence of the division’s Senior Manager.
Collaboration and Customer Service
Identifies high priority work issues and items regarding department tasks and coordinates a prompt response; may delegate requests or questions to appropriate staff and/or prepare a response; tracks and manages the flow of information and responses for the work area; and holds staff accountable to service delivery standards.
Coordinates interactions with customers and staff and provides excellent customer service with a high degree of professionalism while interacting with customers, staff, and the public. Resolves problems, answers technical questions, and provides general information. Serves as an information resource for customers and/or staff regarding specific departmental and programmatic activities.
Remains aware of issues requiring special attention in response to city directives; proactively follows up with appropriate staff to assure that issues are addressed in a timely manner.
Responds to and resolves issues and complaints; performs research projects and prepares and modifies written materials such as correspondence, memos, and guidebooks.
Oversees the implementation and maintenance of administrative systems and procedures specific to departmental functions to ensure that business practices are effective and provide a high level of service to customers.
Analyzes and interprets data regarding departmental effectiveness, service levels and productivity; presents findings and influences outcomes.
Implements recommendations, including coordination and development of training programs as needed.
Supports leadership in achieving the departmental work plan, which includes but is not limited to: process and program development, coordination and execution; data collection and analysis; position recruitment; process management; and supporting internal and external customers to address evolving needs.
Manages projects designed to improve the department as a whole. This may include ongoing projects such as developing, implementing, and evaluating a customer contact tracking system, daily and weekly operational statistics, and/or one-time projects to develop and implement new systems.
Assists in the development of citywide management tools such as public notice systems, personnel systems and/or software application tools.
Performs related duties as required to meet the needs of the city.
Takes proper safety precautions, anticipates unsafe circumstances, and acts accordingly to prevent accidents. Responsible for the safety of self, others, materials, and equipment. Uses all required safety equipment and follows all safety regulations, policies and procedures. Reports all accidents and damage to city property.
Responsible for knowing and complying with all city and department policies; participating in professional trainings and development; and adhering to attendance and workplace attire policies.
Generally, duties and responsibilities are listed from most to least critical or time consuming.
The city of Boulder is committed to hiring employees who provide excellent customer service. Our employees act with a high level of integrity, and take responsibility for their words and actions.
City of Boulder employees strive to respect and appreciate each individual’s differences, and to work effectively with all people and their diverse backgrounds. We support candid and honest interactions which respect other points of view, and are sensitive to communication differences. We achieve organizational goals through inclusive problem solving, planning, and decision-making. Community partnerships are included in this effort.
Customer Focused: Dedicated to meeting customers’ needs through effective relationships and respect; researches customers’ needs and uses that information for service improvement.
Functional/Technical Skills: Is technically and functionally knowledgeable about the skills necessary to do the job at a superior level.
Time Management: Effectively manages time, concentrating efforts on more urgent priorities. Efficiently multi-tasks to get more done in less time enabling him/her to focus on a larger range of tasks.
Developing Direct Reports and Others: Is knowledgeable about each individual’s career goals and allows for appropriately challenging responsibilities and assignments. Conducts development discussions outside of the annual performance evaluation and leads all staff to a higher level of performance and goal achievement.
Building Effective Teams: Aligns the team with a common vision; provides the necessary structure and support for the team to achieve successful results; always celebrating the group effort.
All city supervisors are responsible for appropriately incorporating the principles of community sustainability into work on a routine basis; understanding and enforcing relevant collective bargaining agreements and management policies; hiring and firing supervised employees or making related recommendations; ensuring employees are trained initially and on an ongoing basis, as needed; providing appropriate feedback to employees by monitoring day-to-day performance; completing performance evaluations on time; correcting problems in employee work habits or performance in a timely manner; prioritizing and scheduling work functions and vacations; ensuring adherence to established safety standards; ensuring the timely completion and submission of all paperwork required by the city to process employee transactions, insurance or injury claims, etc.; maintaining related records; and ensuring the accuracy of reported time use.
(1) TITLE OF IMMEDIATE SUPERVISOR: Planning and Zoning Senior Manager
(2) TITLE(S) OF POSITIONS OVER WHICH THIS POSITION HAS DIRECT SUPERVISION: Permit and Operations Coordinators (4).
Bachelor’s degree in Business or Public Administration, or related field, or equivalent combination of education and experience. A minimum of three years progressively responsible experience supervising administrative or operations systems and staff. Ability to develop, implement, and maintain systems put into place, and to communicate these systems effectively to others. Customer service skills, including the interest, desire, and ability to communicate courteously and effectively with the public and city staff and to provide excellent customer service with a high degree of professionalism both in person and over the telephone to resolve problems, answer questions and provide general information; must be courteous, patient and personable. Previous professional experience in time and task management, process improvement strategies, innovation tools, writing, research and analysis, facilitating teams, or financial and/or budget tracking. Work experience demonstrating strong supervisory, administrative, and organizational skills. Experience providing leadership and building consensus with the public or employees. Ability to prioritize and resolve problems; meet deadlines and to complete tasks while working under pressure. Demonstrated ability to assume responsibility, to pay close attention to detail, to coordinate tasks to completion and to provide quality control for responsiveness and customer satisfaction. Demonstrated ability to work independently with minimal supervision and to complete tasks while working under pressure and deadlines in a fast-paced environment. Experience using word processing, database and spreadsheet software. Have and maintain acceptable background information including criminal conviction record, driving record and credit history.
Municipal government experience. Advanced degree in Business or Public Administration, or related field. Five or more years progressively responsible experience supervising administrative or operations systems and staff, or equivalent combination of education and experience. Experience using MS Word, Excel, Outlook, the City of Boulder Financial System (Munis), the city’s Development and Information Tracking System (EnerGov), the city’s constituent management software (InquireBoulder), and/or the department’s appointment scheduling software (Microsoft Bookings. Familiarity with municipal codes and design standards, the International Building and related Codes, sections of the Boulder Revised Code related to land use and development, and engineering methods and materials.
WORKING CONDITIONS – Required Physical and Mental Effort, and Environmental Conditions:
Physical and Mental Effort: Sufficient clarity of speech and hearing or other communication capabilities that permits the employee to communicate effectively on the telephone and in person. Sufficient vision or other powers of observation that permits the employee to review, evaluate and prepare a variety of written documents and materials. Sufficient manual dexterity that permits the employee to operate computer equipment and other office equipment. Sufficient personal mobility and physical reflexes, which permits the employee to work in an office setting. Work may include extended periods of time viewing a computer video monitor and/ or operating a keyboard. Ability to work under stress from demanding deadlines, public contact, and changing priorities and conditions.
Work Environment: Works primarily in a clean, comfortable environment. Works in a setting subject to continuous interruptions and background noises.
Machines and equipment used include, but are not limited to the following: Frequently uses standard office equipment including personal computers, telephones, calculators and copy/fax machines. City vehicle.
ACCOMMODATIONS: Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.
The City of Boulder provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or any other status protected under federal, state, and/or local law.
To apply for this job please visit www.governmentjobs.com.