DIRECTOR, 311 CUSTOMER SERVICE CENTER (0953) - Office of the City Administrator bei City and County of San Francisco

Work Location: 1 South Van Ness, San Francisco, CA 94103

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, click here:  https://sf.gov/departments/city-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 Office of the City Administrator and its 23+ divisions and departments operate core internal and public-facing services in San Francisco.   

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. 

For more information, please visit: https://www.sf.gov/departments--311-customer-service-center 

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 technologists; and at actively mentoring staff to maintain the highest level of professionalism, courtesy, efficacy and accuracy in public service delivery.  They bring demonstrated experience delivering diverse services across multiple online and offline channels, together with a strong background in modern data and analytics practices.  They have an informed perspective on current and emerging technologies as well as best practice industry standards in customer service and customer service centers operations.     

Under general direction of the City Administrator, the SF311 Director is directly responsible for planning, managing and directing the operations and staff of SF311.  Key responsibilities include, but are not limited to:  

• Delivering excellent, equitable service and information to the public across web, app, and call center channels, on behalf of departments across the city.
• Directing, hiring, coaching and coordinating a large team of managerial, professional customer service and technical staff engaged in the implementation, administration and 24x7 operations of SF311, to ensure effective management and the highest standards of customer service and technologies.
• Developing and implementing policies, programs, priorities and objectives for SF311 and its staff to achieve the short- and long-term goals of the organization.
• Managing, allocating and monitoring SF311 staff and resources to timely and effectively achieve the missions and goals of SF311 within budget allocations.
• Ensuring that Customer Service Representatives are supported, motivated, trained and optimally scheduled to ensure the most effective and efficient services to the public and partner agencies. -
• Collaborating with other internal and external partner agencies and City leadership on business process improvements and reporting requirements.
• Working closely with technology staff to continuously improve the customer experience and efficiency of the call center, website and app (particularly through the thoughtful use of AI technologies and strategies).
• Monitoring key performance indicators and analyzing data to identify areas for improvement in SF311 operations and developing strategies to support City agencies to ensure the highest standards of service and excellence.
• Leveraging data and technology to streamline and optimize SF311 and Citywide operations and systems; facilitating and ensuring accountability in the services of partner agencies; and enhancing the customer/user experience in accessing and using 311’s systems.
• Ensuring compliance with the City’s digital accessibility and language access standards in 311’s services.
• Applying sound supervisory principles and management techniques in building and maintaining an effective and motivated workforce.
• Representing SF311 before policymakers, including the Mayor, Board of Supervisors, City commissioners and fellow City agency directors.
• Participating in the City’s disaster response and recovery activities as necessary

IMPORTANT: HOW TO APPLY:

Please submit a cover letter and resume explaining why and how you believe you are the ideal candidate, including whether you also meet any of the desirable qualifications.

MINIMUM QUALIFICATIONS:

Possession of a baccalaureate degree from an accredited college or university; AND

Four (4) years of progressively responsible experience performing high-level management work in customer service center operations; of which all four (4) years must be directly supervising customer service or call center staff, or technical staff engaged in developing and implementing customer service center technologies.  

Substitution: Additional qualifying work experience as described above may be substituted for the required education on a year-for-year basis (30 semester/ 45 quarter units equals one year).

DESIRABLE QUALIFICATIONS:

• Experience in overseeing and managing a team that is directly responsible for developing and implementing call center technologies.
• Experience in specialized training in areas such as customer service center workforce management, quality assurance and/or customer relationship management (CRM) software.
• Past or current direct responsibility for a website or app with a wide audience.
• Experience with modern data management and analysis practices in a shared data setting.
• Demonstrated experience fostering digital and language equity in service delivery.

Additional Information Regarding Employment with the City and County of San Francisco:

• Information About the Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Right to Work
• Copies of Application Documents
• Diversity Statement

Applicants will receive a confirmation email from [email protected] that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

How to Apply:

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

a) Your application MUST include a RESUME AND A COVER LETTER.  To upload, please attach using the "additional attachments" function.

b) You may contact Jason Wong via email at [email protected] with questions regarding this opportunity.

c) Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.