Customer Experience Supervisor

Program Supervisor – Customer Experience

Missoula Parks & Recreation is hiring a Program Supervisor – Customer Experience to help create welcoming, positive experiences for community members using our parks, programs, and facilities. This role combines frontline customer service leadership with staff supervision, operational oversight, and program coordination across multiple locations.

All applicants must submit a City of Missoula application.

Resumes will not be reviewed. All details should be entered on the application.

The wage range posted is the starting range for the Customer Experience Supervisor position and will increase each year for longevity and cost of living adjustments. The full wage range: $29.29/hr - $34.19/hr.

• Train and provide daily supervision of assigned staff, including developing workflow and schedules, monitoring performance; assist in the hiring, onboarding, evaluation, and discipline process; work to correct deficiencies and build strengths within team members; review, update, and propose job descriptions for program positions.
• Review, enter, and approve employee timecards and payroll data into the City’s payroll system to ensure accuracy in accordance with established deadlines and polices.
• Enforce City policies, procedures, and code of conduct standards.
• Oversee program and event schedules, facility rentals, concessions, participant communication, marketing and community outreach, on-site evaluations of programs and special events, including coordinating volunteers for events and other programs, as necessary.
• Develop proposed program budgets, and fee schedules; apply for and administer grants.
• Monitor adherence to safety and risk management policies and procedures; assist with coordinating safety and training for aquatics, facilities, and recreation programs.
• Conduct follow-up evaluations with program participants and staff; assess program success rates and recommend future changes; develop and implement various measurement tools for evaluating programs.
• Oversee safety and sanitation of facilities and equipment, including maintenance, repair, and custodial management, to ensure cleanliness and safety for participants and staff; manage inventory and purchase equipment and supplies.
• Oversee invoicing for user groups, organizations, and/or outstanding balances relevant to program area of focus.
• Prepare and analyze various statistical reports from program areas to better develop customers understanding and program needs to assist the manager in making informed decisions.
• Organize and assist with department policies, goals and objectives, including reviewing operations, recommending and implementing organizational and/or procedural changes, etc.
• Prepare a variety of reports, correspondence, and other documents.
• Perform other duties as assigned, based on training and qualifications.

• Greet and provide customer service to patrons, by phone and in person, regarding Parks & Recreation services, and opportunities, including rules and regulations.
• Process cash and credit card payments, refunds, and activity transfers; reconcile cash irregularities and daily cash-outs; oversee daily deposits and work out discrepancies with the Finance Department and Customer Experience Manager.
• Manage and maintain the back end of Parks & Recreation phone line.
• Assist with maintaining customer experience technology to ensure smooth operations, proper connections, and regular software updates for point-of-sale, credit card readers and other associated peripherals.
• Compile, create and organize front desk manuals, materials, and documents.
• Maintain inventory and purchase of office supplies for all facilities.
• Schedule and lead staff meetings.
• Plan, coordinate, and oversee food and beverage programs at multiple locations to ensure compliance with health, safety, and operational standards.

• Knowledge of the principles and practices of public administration, including budgets, planning,…