Director, Customer Experience & Digital Services

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Position Status:Full-time

Job Code and Title:0953 Director of 311 Customer Service Center

Compensation information:$93.1250 - $118.8750 (hourly) / $193,700 to $247,260 (annually)

Fill Type:Permanent Exempt:
This is an Exempt position excluded by the Charter from the competitive Civil Service examination process, pursuant to the City and County of San Francisco, Charter Section 10.104. It is considered "at will" and shall serve at the discretion of the Appointing Officer.

Job Announcement Posting Date:
Thursday, September 4, 2025

Job Announcement Deadline:
Apply Immediately
. Application filing will be open at least through Thursday, September 25, 2025, 11:59 PM PST and will close any time thereafter.

The Office of the City Administrator’s Mission and Vision

Our vision is to lead the nation in public administration and to enable City departments to effectively deliver critical public services. We aim to help the city run better, to connect San Francisco residents and constituents to the vital public services they seek, and to create a meaningful and diverse work culture that is the place of choice for people who are invested in a career in public service.

To learn more about our departments, divisions, and programs, :(Use the "Apply for this Job" box below).-administrator

We are committed to ensuring that the City's services are inclusive, efficient, equitable, and culturally competent for San Franciscans of all races, ethnic backgrounds, religions, and sexual orientations. This commitment requires comprehensive review and thorough analysis of existing practices and policies to remove barriers to real inclusion.

We are also committed to ensuring that we have a safe, equitable, and inclusive workplace for individuals of all races. This includes creating opportunities for hiring, promotion, training, and development for all employees, including but not limited to Black, Indigenous, and people of color (BIPOC).

The SF311 Customer Service Center (SF311) is an agency under the Office of the City Administrator. It has an operating budget of over $21 million, with an active headcount of over 100 employees. SF311 has a hybrid work schedule.

SF311 serves as the City’s central information and customer services hub, providing general information and access to government services 24 hours a day to San Francisco residents, visitors and businesses. Because of this, the division stewards some of SF’s richest data about city service needs, response and satisfaction. It does so through the following:

Call Center:
Customer Service Representatives answer calls for general information and service requests in over 160 languages, 24 hours a day, every day of the year. Since its launch in 2007, SF311 has answered over 25 million calls.

Online services: 311 maintains extensive city service information on the SF.gov website, and service requests are accepted via self-service (mobile and web) and X (formerly Twitter). Approximately 80% of the roughly 775,000 service requests SF311 receives each year are submitted through these self-service options.

SF311 partners with over 50 City departments and agencies to meet its performance goals, including serving as a single point of entry for information and service requests, integrating updated information across the government’s online and offline channels, enabling improved service delivery through data reporting and analysis, and supporting emergency response efforts through critical information and communication.

The Office of the City Administrator seeks a collaborative and innovative leader with a background in both direct customer service and multichannel customer experience to serve as the next SF311 Director.

The ideal candidate is an excellent and clear communicator, a visionary and accountable leader, an innovative thinker, and an effective collaborator and partner who inspires trust through integrity and transparency. They are adept at partnering with a wide range of senior peers from policymakers and directors to…