Job Description

Posting number: P1720-26

Department: Customer Experience & External Affairs

Division: TPU Customer Service

Job classification: Assistant Division Manager, Customer Service

Posting type: Open

Categories: Management, Customer Service

Summary

This posting is open continuous with priority consideration given to applications received by October 22, 2026.

Tacoma Public Utilities (TPU) is seeking an innovative, collaborative, and people-focused leader to join the Customer Experience and External Affairs Department (CXEA) as a Customer Services Assistant Division Manager.

In this role, you will provide strategic and operational leadership for Field Operations and Mail & Print Services within the Customer Services Division. Leading a team of approximately 35 employees, including three direct reports, you will oversee essential customer service functions, including field investigations, meter-related services, utility invoice distribution, and customer correspondence.

With TPU's Advanced Meter Infrastructure (AMI) project complete, Field Operations continues to evolve to meet changing customer and organizational needs. The successful candidate will work collaboratively with employees to identify practical improvements, strengthen service delivery, and explore new approaches to supporting customers.

We are seeking a leader who brings creativity, sound judgment, and a commitment to employee engagement. The successful candidate will build trust, foster productive labor-management relationships, and demonstrate a commitment to developing employees, strengthening operations, and delivering sustainable results over time.

This position supports TPU's Customer Experience North Star: "Customers and communities experience compassion and equity in action so they are understood, valued, and empowered."

Responsibilities Include:

Strategic Leadership and Operational Improvement

• Provide strategic direction and operational oversight for Field Operations and Mail & Print Services.
• Partner with employees to identify and implement creative solutions that improve customer service, operational effectiveness, and workplace processes.
• Explore opportunities for cross-training, expanded customer service capabilities, and improved coordination across Customer Services.
• Establish performance measures, evaluate operational results, and implement improvements to strengthen service quality and accountability.
• Evaluate emerging technologies and service delivery practices to identify practical improvements and opportunities for innovation.

Employee Engagement and Labor Relations

• Foster a positive work environment built on employee engagement, collaboration, accountability, and mutual respect.
• Build and maintain productive working relationships with represented employees, union representatives, Human Resources, and Labor Relations.
• Address employee concerns and complex personnel matters with consistency, fairness, and sound judgment.
• Engage employees in identifying workplace improvements and navigating operational changes.
• Provide leadership, coaching, and professional development to supervisors and employees, including performance management and succession planning.
• Support organizational change through clear communication, employee involvement, and effective change management.

Operational Management

• Direct field operations, including field investigations, service-related activities, and remaining manual meter reading requirements.
• Oversee the production and distribution of utility invoices, customer correspondence, and internal mail and print services.
• Evaluate workflows, staffing practices, and operational procedures to ensure effective service delivery.
• Collaborate with other Customer Services teams to identify opportunities for improved coordination and customer support.
• Ensure compliance with applicable policies, procedures, safety requirements, and collective bargaining agreements.

Financial and Organizational Leadership

• Develop and manage operating and capital budgets, including forecasting, cost allocation, and chargeback methodologies.
• Monitor expenditures, evaluate operational costs, and identify opportunities to improve financial and operational performance.
• Contribute to division-wide strategic planning, policy development, performance measurement, and organizational initiatives.
• Represent Customer Services on cross-functional teams, committees, and organizational improvement efforts.
• Respond to inquiries and provide recommendations to executive leadership, elected officials, internal departments, external organizations, and the public.

Technology and Business Improvement

• Represent Customer Services on assigned technology committees and cross-functional initiatives, including business system enhancements and project prioritization.
• Partner with IT and operational teams to identify business needs, evaluate proposed solutions, and coordinate implementation of approved system improvements.
• Coordinate assigned division-wide technology initiatives, monitor progress, and address operational issues to support successful implementation.

Examples of duties

Minimum Education*

Bachelor's degree in business or public administration, communications or directly related field

Minimum Experience*

6 years of progressively responsible customer service experience including 1 year prior as supervisor or manager

*Relevant education and experience may substitute for one another on a year-for-year basis.

Desired Qualifications

• Three or more years of experience managing supervisors or leading multiple operational teams.
• Demonstrated experience managing represented employees and building constructive relationships with union representatives and labor relations professionals.
• Experience leading organizational change, improving employee engagement, and developing high-performing teams.
• Demonstrated success developing creative operational solutions, improving customer service delivery, and engaging employees in identifying and implementing improvements.

Supplemental information

City of Tacoma Commitment to Diversity and Inclusion

At the City of Tacoma, we're on a mission to make our workforce as diverse and inclusive as the community we serve. We're committed to eliminating racial and other disparities, and we actively seek out candidates from a wide range of backgrounds and cultures. Join our team at the City of Tacoma and help us build a more vibrant, inclusive, and equitable community for all.

The City of Tacoma believes that diversity of thought, background, and experience contributes to our success and innovation. If you’re passionate about this role and our mission, we encourage you to apply. If you have a less traditional background, we want to hear about your transferrable skills and experience. We value a variety of perspectives and are excited to see what you bring to the table.

Apply

Interested individuals should apply online by completing the application and attaching a resume and cover letter by the closing date and time listed on the job announcement. Applications received without attaching the required materials may not progress in the selection process.

Compensation & Benefits

Pay Details:

Hourly Rate: $67.84 - $95.51

Annual Salary: $141,107.20 - $198,660.80

Employee Benefits | City of Tacoma

Get AssistanceFor assistance with the application process or questions regarding this job announcement please contact the Human Resources office at (253) 591-5400 by 4:00 p.m. of the closing date of the job announcement.For technical difficulties using the NEOGOV system, call the applicant support line at 1-855-524-5627 between 6:00 a.m. and 5:00 p.m. Pacific Standard Time. This will allow us to assist you before the job announcement closes.Communication with the City of TacomaWe primarily communicate via email during the application process. Emails from Tacoma.gov and/or governmentjobs.com should be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk email folders.