Customer Experience Manager Print (https://www.governmentjobs.com/careers/missoulacity/jobs/newprint/4803164) Apply  Customer Experience Manager Salary $70,595.20 - $80,204.80 Annually Location Missoula, Montana Job Type Regular, Full-Time Job Number 00485 Department Parks & Recreation Division P&R Recreation Opening Date 01/23/2025 + Description + Benefits + Questions Overview Are you passionate about creating exceptional customer experiences? TheCustomer Experience Managerfor Missoula Parks & Recreation plays a key role in shaping how our community interacts with our facilities, programs, and services. This position oversees front-line customer service, food and beverage operations, and the integration of recreation management software with registration guides, websites, and social media. With a focus on customer feedback, process improvement, and staff leadership, this role ensures a seamless and engaging experience for residents and visitors alike. If you have strong leadership skills, a background in customer service or recreation management, and a drive to enhance community engagement, we encourage you to apply! Priority screening of applications will begin on Monday, February 10, 2025. Applicants applying on or after this date will only be considered if a competitive applicant pool is not received. To Apply: All applicants must submitthe City of Missoula application. Resumes will not be reviewed. All details should be entered on the application. ** The full range for the position is $33.94 - $40.88/hour and will increase each year for longevity and cost of living adjustments. Essential Functions + Oversee and coordinate program service, customer experience, and concessions functions in support of department goals. + Supervise various employees, including assigning and reviewing work, performance evaluations, and training; participate in hiring, discipline, and termination decisions; provide support by correcting deficiencies, and building strengths to ensure effective working relationships. + Monitor, analyze, and gather insights from customer feedback through surveys, reviews, and direct interactions to identify pain points and opportunities for improvement; act as the voice of the customer within the organization; provide actionable recommendations to senior leadership on customer experience enhancements. + Coordinate the promotion of facilities and events, pricing fee structures, and cost-benefit analysis, including in person and web-based registration of all facilities and programs. + Collaborate with Communication Specialist to communicate with multiple recreation and maintenance program divisions to update website and social media presence; align recreation management software with website narrative to maintain brand consistency across multiple marketing and communication channels. + Serve as project coordinator and/or liaison for the department in City Council, interdepartmental, community, and other professional meetings. + Oversee the administration of the recreation management software, including payment processing, program registration, facility reservation, program/ facility waiver and survey administration, web based and point of sale (POS) systems, scholarships, sliding fee program, special events, etc. + Coordinate and oversee the creation of cyclical recreation guides for input into the recreation management system. + Coordinate the events and activities of concessions and customer experience with other department managers to facilitate efficient, effective, and professional departmental operations and delivery of services; coordinate with other agencies and groups to implement department plans. + Develop and maintain program logistics, including schedules, policies, procedures, and marketing strategies. + Continuously evaluate and improve internal processes to enhance service efficiency, reduce friction, and increase customer satisfaction. + Serve as the subject matter expert and IT liaison to maintain and advance associated hardware to meet customer needs. + Assist with strategic planning for the department. + Prepare reports, planning documents, and various other materials. + Respond to various inquiries and complaints. + Perform other duties, as assigned. Knowledge, Skills and Abilities + Knowledge of the principles and practices of business administration, including operations management, staff supervision, training, project management, risk mitigation, evaluating the effectiveness and efficiency of operations and proposed programs, etc. + Knowledge of recreation management or customer management solutions, including policy/program development and implementation, budgeting, etc. + Knowledge of basic cash flow procedure and accounting practices. + Knowledge of, or the ability to learn, the principles and practices of public administration, including public relations, strategic planning, reporting, budgeting, etc. + Knowledge of, or the ability to learn, adopted Master Plans and Initiatives related to fee recovery, inclusion, equity, conservation, etc. + Knowledge of and ability to promote department safety considerations, City safety policies, OSHA standards and guidelines, and the Americans with Disabilities Act. + Skill in utilizing various computer software and databases, including Microsoft 365, and the ability to learn job-specific applications and equipment. + Skill in managing multiple programs/projects with shifting priorities and timeline demands. + Skill in organization, time management and prioritizing with the proven ability to have keen attention to detail and accuracy in performing work with adherence to strict deadlines. + Skill in negotiating and communicating, in person and writing, with the proven ability to establish and maintain effective working relationships with diverse individuals. + Ability to coordinate logistics for multiple programs and events, including staff scheduling, budgets, pricing of services, etc. + Ability to learn various job-specific standards and guidelines, including planning, developing, and implementing use management and reservation systems for parks and recreation facilities. + Ability to maintain current knowledge, developments, and trends related to specific area of focus and/or assigned projects. + Ability to maintain and exhibit integrity and discretion in handling confidential and sensitive information. + Ability to maintain and foster a culture of professionalism, adhere to departmental and City standards and specifications, and support a positive team environment. + Ability to address public inquiries and complaints, problem-solve, and resolve conflicts with facilitating outcomes while maintaining a calm demeanor. + Ability to learn, interpret, and apply departmental and City of Missoula practices and procedures, including various laws, regulations, polices, and guidelines. Qualifications and Additional Application Materials + Any combination of education and experience equivalent to six (6) years’ experience in customer service, recreation management, business management, administration, or another relevant field. + Must have prior supervisory experience. + Must have a valid Montana driver’s license with a verified acceptable driving record, or the ability to obtain within 60 days of hire. + Certified Parks and Recreation Professional, preferred. + Public sector experience, preferred. This summary outlines the benefit programs; actual benefits may vary depending on bargaining unit and employment status. The City of Missoula will reward your contributions to our community with competitive compensation and generous benefits, including but not limited to: + Market-Competitive Salary + Work/life balance, including the possibility of flexible schedules and remote work opportunities + $0 premium for health and dental coverage for employees and affordable premiums for family coverage + $10,000 Employer-sponsored Accidental Death and Dismemberment Life Insurance Policy + Options for supplemental life, disability, critical illness, and accident + Constitutionally guaranteed retirement plan (http://mpera.mt.gov/) with the City contributing 8.77% of salary on your behalf and the ability to contribute to a supplemental deferred compensation program + Generous paid vacation, sick leave, and holidays + Pre-tax flexible spending accounts + The City of Missoula may qualify you to receive student loan forgiveness under the Public Service Loan Forgiveness. Look here (https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service) to learn more and understand whether you may be eligible. Additional benefits package information is available here (https://www.ci.missoula.mt.us/DocumentCenter/View/53956/Benefits-at-a-Glance?bidId=) . 01 Describe your leadership style in a couple sentences. What strategies do you use to motivate and retain staff? 02 Have you ever implemented a new customer experience strategy or technology in the workplace? If so, briefly describe the change and the outcome. 03 Describe a time you helped improve a process at work. What was the process and what role did you play? 04 Briefly describe how you identify areas where a process needs improvement. What steps would you take to correct or improvement it? Required Question Employer City of Missoula Address 435 Ryman Street Human Resources Missoula, Montana, 59802 Phone 406-552-6130 Website https://www.ci.missoula.mt.us/ Apply Please verify your email addressVerify Email