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 further— making customer service excellence a defining organizational cornerstone and leveraging the city’s culture to deliver exceptional performance.

• 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.

• 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.

• 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…