Director of Customer Service and Innovation

Director of Customer Service and Innovation

Salary

$149,518.56 - $221,960.94 Annually

Location

Goodyear, AZ

Job Type

Full-Time

Job Number

FY2600772

Division

City Manager

Department

City Manager

Opening Date

07/24/2026

Closing Date

Continuous

FLSA

Exempt

• Description
• Benefits
• Questions

Job Description Summary

The position will be open until filled with a first review date of August 14, 2026

The Director of Customer Service and Innovation leads organizational efforts to enhance customer experience, drive service excellence, and implement innovative practices across all service channels. This role is responsible for strategic planning, continuous improvement, performance measurement, and oversight of customer-facing operations, including the 311 Call Center.

Director of Customer Service and Innovation Recruitment Brochure

The ideal candidate for this newly created leadership role will be an experienced, forward-thinking professional who brings a blend of strategic vision, analytical strength, people-centered leadership, and deep expertise in customer experience. Joining an organization with an award-winning workplace culture, the chosen candidate must be capable of elevating that culture even further- making customer service excellence a defining organizational cornerstone and leveraging the city's culture to deliver exceptional performance.

Key attributes of the Ideal Candidate:

• Strategic and innovative thinker
• Expert in performance management and KPI frameworks
• Strong continuous improvement leader
• Call center operations expertise
• Culture builder and people - centered leader
• Collaborative relationship builder
• Skilled communicator and change champion
• Results - driven, purpose - driven leader

At the City of Goodyear, you will be a part of an organization that values its employees as its greatest asset. You will become part of a dedicated team of professionals who are committed to building and maintaining a highly engaged workforce. You will be challenged to learn and grow in an environment that values employee development and career-building. You will thrive in a culture of innovation. We believe that successful employees are those that possess these six core values:

Adaptability - Integrity - Initiative - Empathy - Optimism - Innovation

Only a limited number of the most qualified applicants meeting the Citys requirements will be invited for an interview. The examination process for this position will consist of a panel interview. All communication regarding application status and interview notifications will be sent via email- please monitor your junk/spam email for communication as it will come from a system generated source.

Essential Functions

• Directs organization-wide customer service strategies, aligning service delivery with strategic objectives, performance expectations, and long-term planning priorities.
• Leads the design, implementation, and monitoring of organizational performance measures, KPI frameworks, and customer experience dashboards used to guide decision-making and resource allocation.
• Oversees continuous improvement initiatives to streamline workflows, reduce service friction, and enhance operational efficiency across all customer service functions.
• Provides strategic leadership for the 311 Call Center, ensuring responsive, accurate, and high-quality service through modern tools, clear procedures, and effective staff development.
• Introduces and evaluates innovative technologies, service platforms, and process enhancements that strengthen customer engagement and support modernization of services.
• Collaborates with departments to improve customer touchpoints, integrate service systems, and promote organization-wide service consistency and accessibility.
• Develops and maintains customer feedback systems and analytics processes that identify service trends, monitor satisfaction levels, and guide continuous improvement efforts.
• Leads, mentors, and evaluates staff within customer service and innovation teams, cultivating a culture focused on service excellence, problem solving, adaptability, and innovation.

Requirements

• Formal Education/Knowledge: Work requires broad knowledge in a general professional or technical field. Knowledge is normally acquired through four years of college resulting in a Bachelors degree or equivalent combination of education and experience.
• Experience: Seven or more years of progressive experience in customer service management, operations, innovation, or process improvement.
• Certifications and Other Requirements: Lean Six Sigma Black Belt Certification is highly desirable, but not required, Valid Driver's License
• Reading: Work requires the ability to read and comprehend complex legal documents, development agreements and contracts, executive business letters and communications, development-related documents, master plans, design guidelines, construction site plans, budget documents, business magazine, journals, newspapers and technical reports, strategic or operational plans.
• Math: Work requires the ability to perform moderately complex math calculations such as addition, subtraction, multiplication, division, college algebra, and statistics.
• Writing: Work requires college-level ability to write communication with executive management, City Council, and business executives; and prepare marketing documents, development agreements, and concise, professional letters.
• Managerial: Complex - Work requires managing and monitoring work performance of a department including evaluating program/work objectives and effectiveness, establishing broad organizational goals and realigning work and staffing assignments for the department.
• Budget Responsibility: Significant - Has responsibility for final approval of a department's budgetary recommendations to a Deputy City Manager/City Manager. Monitors progress toward fiscal objectives and adjusts plans as necessary to reach them.
• Policy/Decision Making: Significant - The employee normally performs the duty assignments within broad parameters defined by general organizational requirements and accepted practices. End results determine effectiveness of job performance. This position independently decides how objectives are achieved and what resources are needed. Typical positions in this category are upper management to executive level jobs.
• Technical Skills: Comprehensive Application - Work requires advanced skills and knowledge in approaches and systems, which affect the design and implementation of major programs, solutions for highly complex issues, and/or processes organization-wide. Independent judgment and decision-making abilities are necessary to apply technical skills effectively.
• Interpersonal/Human Relations Skills: High - Interactions involve overseeing and/or approving final decisions regarding policy development and implementation. This level often involves interaction with others outside the organization or department on key departmental/organizational /regional issues and requires exercising participative management skills, high levels of emotional intelligence, networking and relationship building skills, negotiation, and the ability to reach consensus on complex issues to achieve organizational goals and objectives.

The City of Goodyear offers a highly competitive benefits package including:

• Vacation Leave: 14 days per year, increasing with longevity. Goodyear offers an enhanced vacation benefit of recognizing total years of service under all Arizona public retirement systems for accruing vacation.
• Sick Leave: 12 days per year
• Holidays: 12 paid holidays per year, including one floating holiday the first full pay period of January
• Flexible Holiday: 24 hours per calendar year (prorated based on hire date)
• Health Insurance: Three health plans available to select from at a group rate
• Dental Insurance: Two dental plans available to select from at a group rate
• Vision Insurance: Available at a group rate
• Flexible Spending Accounts: Health Care and Dependent Care accounts available
• Short Term Disability Insurance: City-paid coverage
• Cancer Benefit: City-paid coverage
• Life Insurance: City-paid insurance valued at twice the annual salary ($400,000 maximum); additional life insurance for self and/or dependent is available at employees cost
• Longevity pay beginning at year six
• Tuition Assistance: $5,250 per calendar year
• Employee Assistance Program
• Onsite wellness center/clinic
• Access to the Goodyear Recreation Center
• Robust employee well-being program
• Free identify theft monitoring and protection with Aura
• 457 Deferred Compensation Plan: 2% city match (employee contributes 1%)
• Retirement Health Savings: $22.50 city contribution (employee contributes $12.50 per pay period)
• Retirement: Arizona State Retirement System (ASRS) Defined Benefit plan with mandatory city and employee contributions currently at 12.00%. Plan includes Long Term Disability Benefit.

01

Please indicate your highest level of education completed:

• High School Diploma or GED
• Associates Degree
• Bachelors Degree
• Masters Degree or higher

02

Please indicate your years of professional experience in customer service management, operations, innovation, or process improvement.

• Under 7 years
• 7-8 years
• 9-10 years
• 11 years or more

03

Do you currently possess a Lean Six Sigma Black Belt Certification?

• Yes
• No

Required Question

Employer City of Goodyear

Address 1900 N. Civic Square

Goodyear, Arizona, 85395

Website http://www.goodyearaz.gov