Salary: $83,980.00 – $148,648.00 Annually
Location : Prince George’s County, MD
Job Type: Career
Job Number: 11771
Department: PGC Parks and Recreation
Division: Management Services Division
Opening Date: 10/13/2023
Closing Date: 10/27/2023 11:59 PM Eastern
Description
THIS IS A RE-ADVERTISEMENT; PREVIOUS CANDIDATES NEED NOT RE-APPLY!
The Maryland-National Capital Park and Planning Commission, Prince George’s County Department of Parks and Recreation, is seeking to fill an Assistant Division Chief (Department Program Manager) of Customer Experience position within the Management Services Division. Under the general direction of the Division Chief, this role will provide strategic leadership and oversight of highly complex and technical units and work programs that fulfill customer service needs within the Department and the external communities we serve.
The Assistant Division Chief of Customer Experience will be responsible for creating a consistent and unified strategy focused on information management and customer service delivery. The ideal candidate will establish standards for the following work units: Customer Service Help Desk Operations and Projects, and Park Property/Permits.
The Help Desk serves as the first line of support to the public as well as Department facilities and staff. Support is offered through designing and conducting software training, live technical support, and database administration and configuration of various platforms and applications. The Help Desk Call Center fields over 800 phone calls on peak days and handles a myriad of tasks, including disseminating information about general Commission activities, policies, programming, and troubleshooting the use of the publicly accessible Parks Direct registration system.
The Park Property/Permits office provides administrative, leasing, and permitting services for nearly 100 recreation facilities. The unit is responsible for permitting and establishing user fees via the Parks Direct system to coordinate all reservations and rentals. The office is also responsible for administering landlord duties for park properties to include lease agreements, renovations, and property maintenance.
The ideal candidate will need to build relationships with key stakeholders and have a board knowledge of business operations, technology, and consumer products to effectively leverage the product/service offerings, satisfy client needs, identify opportunities, and maximize results.
Examples of Important Duties
Customer Service Delivery:
- Drive continuous improvement to implement industry best practices, strategies and processes to improve service delivery.
- Leverage Parks Direct data and customer feedback for reporting and collaboration across business units to improve the customer experience.
- Design, build, and optimize data tools to provide actionable insight to enhance business decision making.
- Execute key performance metrics to ensure superior levels of customer satisfaction and drive accountability.
- Establish the strategic direction and roadmap for building the Department’s information management program.
- Lead and develop an enterprise approach to operational analytics, data visualization, analysis, and modeling.
- Benchmark and evaluate business intelligence best practices and solutions related to data management that will be valued, sustainable, and align with operations.
- Implement customer facing initiatives, operational improvements, and strategies for business improvement including revenue recovery strategies.
Relationship Management:
- Effectively understand the client’s needs, identify solutions, and resolve complex customer issues.
- Provide continuous proactive communication on data strategy priorities, road map, and focus areas.
- Maintain strong relationships with key stakeholders and ensure business outcomes are achieved and communicated appropriately.
- Manage cross-functional data governance policies to ensure adoption and adherence to data quality and process governance with collaborating Commission departments and/or divisions.
Program Management:
- Manage the portfolio of system upgrade and configuration projects to ensure on-time delivery and alignment with client needs.
- Oversee staffing, scaling, and managing of project teams that execute business intelligence solutions and customer service delivery.
- Serve as member of the department’s management leadership team and as a senior internal consultant on administrative management matters by applying special expertise in assigned functional areas.
- Manage projects by coordinating resources and timetables with senior management, coordinate software upgrades and project implementation.
- Responsible for vendor maintenance contracts and developing service specification and contracts, monitor vendor performance; and recommend changes as necessary.
Supervisory Duties:
- Provide managerial leadership to the assigned units, work programs, priorities, and goals (Helpdesk Operations, Helpdesk Permits, and Permits/Park Property).
- Oversee the hiring and training of new and existing staff, conduct performance reviews, and provide guidance and coaching to staff.
- Manage the budget by monitoring and controlling resources, expenses, and capital costs against the budget.
- Perform full range of supervisory functions for assigned Units.
Preferred Knowledge, Skills and Abilities:
- Bachelor’s Degree in Information Systems, Computer/Data Science, or Business Administration.
- Experience driving organization change across a large enterprise.
- 10+ years’ experience in data/information management, strategy, and operations.
- Strong analytical and problem resolution skills.
- Ability to communicate in a manner understandable to end users at all levels.
- Demonstrates project management experience.
- Experience managing an IT Customer Service Help Desk.
- Experience as a Systems Administrator of a critical enterprise-wide application.
- Strong writing skills and oral presentation ability.
- An understanding of SQL/DB reporting.
Minimum Qualifications
1. Bachelor’s Degree in Human Resource Management, Finance, Business Administration or Public Administration or any related field.
2. Six (6) years of progressively responsible experience that includes substantive work in the range of duties and responsibilities in this class specification.
3. An equivalent combination of education and experience may be substituted, which together total 10 years.
Supplemental Information
Classification Specification: Department Program Manager
The Maryland-National Capital Park and Planning Commission (M-NCPPC) is an Equal Opportunity Employer. We celebrate a workplace culture of diversity, equity and inclusion without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, sexual orientation, marital status, disability, genetic information, gender identity, or any other non-merit factor.
We will do what we can to provide reasonable accommodation to individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at 301-495-4525 to request accommodation.
Applicants with Disabilities under the Americans with Disabilities Act.
If you require accommodations or special arrangements due to a qualifying disability, please notify the Recruitment & Selections Services Unit at the time of applications at or 301-454-1411 (Maryland Relay 7-1-1)
M-NCPPC will make all efforts to reasonably accommodate you.
THE MARYLAND-NATIONAL CAPITAL PARK AND PLANNING COMMISSION
2023 BENEFIT SUMMARY FOR MERIT SYSTEM EMPLOYEES
The following benefit summary is provided for informational purposes only and is not, nor should be construed as an employment agreement with the M-NCPPC, implied or actual. It is not all-inclusive and is subject to change. Benefits listed are extended to all Merit System employees of the Maryland-National Capital Park and Planning Commission (M-NCPPC). All plans are optional except the Defined Benefit and Long-Term Disability plans.
Eligibility
You have 45 days from your hire date to elect your benefits. Your coverage begins on the first of the month following receipt of your enrollment forms and required documentation.
Retirement Programs
- Defined Benefit Plan (Mandatory Participation) – Plan E excludes FOP members.
Plan: Employee Contribution
Plan C: 9%* of base salary (FOP members only) – *9.5% Effective 4/1/2023
Plan E: 4% of base salary up to maximum Social Security Wage Base (SSWB) and 8% in excess of SSWB.
- Deferred Compensation MissionSquare 457 plan (Optional)
- Traditional and Roth IRAs (Optional)
Health Insurance Plans (FOP Members Pay 23% for Medical, Prescription and Dental and same as all other employees for Vision.) All other employees pay percentage below.
- Medical
- Kaiser Permanente Health Maintenance Organization (HMO) with Prescription Plan – (15%)
- UnitedHealthcare Select Exclusive Provider Organization Health Plan (EPO) – (20%)
- UnitedHealthcare Choice Plus Point of Service (POS) – (20%)
- Low, moderate, and high options are available. Frequency of covered services differs.
Flexible Spending Accounts (Employee Pays 100%)
- Medical Account – Maximum annual contribution: $2,850
- Dependent Care Account – Maximum annual contribution: $5,000
Long-Term Disability Insurance (Mandatory Participation)
- Employee Pays 20%: Commission Pays 80% (FOP Members Pay 100%)
- Benefits paid at 66 2/3% of base salary, maximum of $6,000/month
Supplemental Long-Term Disability Insurance (Employee Pays 100%)
- Benefits paid at 66 2/3% of base salary that exceeds $108,000; capped at $216,000
Basic Life and AD&D Insurance (Employee Pays 20%: Commission Pays 80%)
- Two (2) times base salary; maximum benefit is $200,000 for each
- Automatic coverage with opt-out provision
Supplemental and Spouse/Dependent Life Insurance (Employee Pays 100%)
- Supplemental – 1,2,3,4, or 5 times base salary; maximum benefit is $750,000
- Spouse/Dependent Combination – $10,000/$5,000, $20,000/$10,000, or $30,000/$15,000
Sick Leave Bank (Contribution and Benefit hours prorated for part-time employees)
- Employees have 60 days from date of hire to enroll.
- Employee contributes 8 leave hours each year
- Annually covers up to 688 hours for own serious medical condition, and 480 hours for parental responsibilities (birthadoption or foster care), and 80-160 hours for serious medical condition of an immediate family member
Leave Programs
- Annual: 15 days per year
- Personal: 3 days per year (12-month waiting period)
- Sick: 15 days per year
- Holidays: 11 days per year
Other Benefits
- Credit Union
- Employee Assistance Plan
- Legal Services Plan
- Tuition Assistance Program
- Wellness Program
- Work-Life Program
For a more detailed description of benefits, please contact the Commission’s Health and Benefits Office at benefits@mncppc.org or 301-454-1694.