Director, Customer Services

Director, Customer Services Job Description

The Director, Customer Services directs, plans, and coordinates operational activities for the Customer Services department along with devising policies and strategies to meet Road Commission for Oakland County (RCOC) goals. They will attend meetings and conferences as a liaison for RCOC. This position evaluates department activities and devises strategies to meet the needs of Oakland County and its residents. They will monitor permits for commercial and residential activities, as well as overweight/loaded vehicles on roads.

The Director, Customer Services supervises the Manager, Permits Engineer;
Chief Weighmaster;
Administrative Assistant II; and all Citizen Services Representatives. This position reports to the Executive Managing Director.

• Supervises, directs, and evaluates assigned staff. Supervisory functions include: making hiring and termination decisions; prioritizing assignments and directing work; developing and overseeing employee work schedules and approving time away from work; providing and/or facilitating employee training and development; approving/processing employee concerns/problems and counseling or disciplining as appropriate; completing employee performance appraisals; determining or making recommendations regarding new hire salaries and salary changes;
  
  and acting as liaison between employees and management.
• Evaluates department activities and devises strategies for improvement.
• Participates in organizational planning by preparing strategic and financial plans, preparing for and attending meetings, and developing departmental goals in support of agency plan.
• Achieves financial objectives by developing and recommending an annual departmental budget. Manages department activity by scheduling and approving departmental expenditures, analyzing variances, initiating corrective actions, and anticipating long-term issues.
• Monitors and reviews resident concerns, permits, and weight restrictions within the Cityworks system and checks information accuracy.
• Coordinates and monitors assigned RCOC programs such as the chloride program and Adopt-A-Road.
• Maintains and enhances RCOC reputation and value to the community by meeting with elected officials, community leaders, private organizations, citizens, and advisory groups to resolve concerns and promote RCOC.
• Performs related work as required.

• Proven leadership skills.
• Demonstrated ability to solve problems and formulate recommendations utilizing critical thinking.
• Capable of managing multiple tasks and projects simultaneously with attention to detail while using strong organizational and prioritization skills.
• Effective written and verbal communication skills.
• Total commitment to the public.
• Position requires on-site, 5 days per week work schedule.

• Bachelor’s degree in Business Administration, Communication, Public Relations, or Public Administration.
• Minimum of 5 years of supervisory experience.
• Experience consulting executive leaders.
• Experience managing union / non-union employees.
• Computer software including Oxcart, Cityworks, and Bluebeam.
• Civil Engineering construction standards and techniques along with field experience.
• Knowledge of RCOC departments and functions.
• Experience in Government sector a plus.
• Willingness and ability to travel throughout Oakland County.
• Must possess and maintain a valid State of Michigan Driver’s license.

• Must be legally eligible to work in the United States and possess a valid Driver’s License.
• Attractive benefits package:
  • Hybrid Pension, including Employer Match 401(a)
  • Medical Insurance
  • Employer Paid Dental Insurance
  • Vision Insurance
  • Employer Paid Basic Life and AD&D Insurance
  • 14 Paid Holidays
  • Employer Paid Telemedicine
  • Up to 31 days of paid time off.
• EOE/ADA/Drug Free Workplace.