311 Director and Customer Service Strategist presso City of Hampton, VA
City of Hampton, VA · Hampton, Stati Uniti d'America · Onsite
- Senior
- Ufficio in Hampton
About the Department
Join Our Team: 311 Director and Customer Service Strategist
Do you have a passion for leadership, innovation, and exceptional customer service?
The City of Hampton is seeking a visionary to lead the Citizens Contact Center—our community’s first stop for reliable, responsive, and trusted city services.
As the 311 Director, you’ll play a critical role in shaping how residents experience their city by delivering one-contact resolutions, modernized technology solutions, and service excellence that builds trust in government.
What You’ll Do
- Lead operations for the City’s 311 Citizens Contact Center.
- Drive customer service excellence with a focus on one-call solutions.
- Manage Customer Relationship Management (CRM) systems, Artificial Intelligence (AI) tools, and telecommunications software.
- Supervise and inspire a high-performing team through training and performance development.
- Analyze data and report on performance for city leadership.
- Oversee the budget, resources, and long-term strategic planning.
- Represent the Contact Center in public forums and community engagement.
- Serve as essential personnel during citywide emergency operations.
What We’re Looking For
- Bachelor’s degree in Business/Public Administration, Communications, or a related field (Master’s preferred).
- 6 years of progressive experience in customer service, ideally within a contact center.
- 5 years in a leadership/management role, preferably in municipal, government, or non-profit settings.
- Expertise in Customer Relationship Management (CRM) systems, telecommunications, contact center technologies, Artificial Intelligence (AI) tools, and knowledge base management.
- Strong analytical, interpersonal, and communication skills.
- Commitment to innovation, adaptability, and public service.
- A combination of education and experience may be considered for this position.
Additional Details
- Must successfully pass a background check and hold a valid driver’s license.
- Flexible schedule required, including evenings, weekends, and holidays.
Why Hampton
Joining our team means shaping the future of customer service and making a direct impact on residents’ daily lives. You’ll be at the frontline of connecting people to services, building trust in government, and shaping the city’s future. This is more than a leadership role—it’s a chance to create a legacy of service and innovative solutions in technology and citizen engagement.Apply Today!
The City of Hampton is an Equal Opportunity Employer.
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