Field Operations Assistant Division Manager

This posting is open continuous with priority consideration given to applications received by October 22, 2026.

Tacoma Public Utilities (TPU) is seeking an innovative, collaborative, and people-focused leader to join the Customer Experience and External Affairs Department (CXEA) as a Customer Services Assistant Division Manager.

In this role, you will provide strategic and operational leadership for Field Operations and Mail & Print Services within the Customer Services Division. Leading a team of approximately 35 employees, including three direct reports, you will oversee essential customer service functions, including field investigations, meter-related services, utility invoice distribution, and customer correspondence.

With TPU's Advanced Meter Infrastructure (AMI) project complete, Field Operations continues to evolve to meet changing customer and organizational needs. The successful candidate will work collaboratively with employees to identify practical improvements, strengthen service delivery, and explore new approaches to supporting customers.

We are seeking a leader who brings creativity, sound judgment, and a commitment to employee engagement. The successful candidate will build trust, foster productive labor-management relationships, and demonstrate a commitment to developing employees, strengthening operations, and delivering sustainable results over time.

This position supports TPU's Customer Experience North Star: "Customers and communities experience compassion and equity in action so they are understood, valued, and empowered."

• Provide strategic direction and operational oversight for Field Operations and Mail & Print Services.
• Partner with employees to identify and implement creative solutions that improve customer service, operational effectiveness, and workplace processes.
• Explore opportunities for cross-training, expanded customer service capabilities, and improved coordination across Customer Services.
• Establish performance measures, evaluate operational results, and implement improvements to strengthen service quality and accountability.
• Evaluate emerging technologies and service delivery practices to identify practical improvements and opportunities for innovation.

• Foster a positive work environment built on employee engagement, collaboration, accountability, and mutual respect.
• Build and maintain productive working relationships with represented employees, union representatives, Human Resources, and Labor Relations.
• Address employee concerns and complex personnel matters with consistency, fairness, and sound judgment.
• Engage employees in identifying workplace improvements and navigating operational changes.
• Provide leadership, coaching, and professional development to supervisors and employees, including performance management and succession planning.
• Support organizational change through clear communication, employee involvement, and effective change management.

• Direct field operations, including field investigations, service-related activities, and remaining manual meter reading requirements.
• Oversee the production and distribution of utility invoices, customer correspondence, and internal mail and print services.
• Evaluate workflows, staffing practices, and operational procedures to ensure effective service delivery.
• Collaborate with other Customer Services teams to identify opportunities for improved coordination and customer support.
• Ensure compliance with applicable policies, procedures, safety requirements, and collective bargaining agreements.

• Develop and manage operating and capital budgets, including forecasting, cost allocation, and chargeback methodologies.
• Monitor expenditures, evaluate operational costs, and identify opportunities to improve financial and operational performance.
• Contribute to division-wide strategic planning, policy development, performance measurement, and organizational initiatives.
• Represent Customer Services on cross-functional teams, committees, and organizational improvement efforts.
• Respond to inquiries and provide recommendations to executive leadership, elected officials, internal departments, external organizations, and the public.

• Represent Customer Services on assigned technology committees and cross-functional initiatives, including business system enhancements and…