City of Seattle

Compensation

Full Description

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Seattle Public Utilities' (SPU) Customer Care Division has an exciting opportunity for a TERM LIMITED TEMPORARY (TLT) Utility Assistance (UA) Programs Implementation Manager (SA2, Utils L21) to lead the implementation of the Utility Assistance Redesign Project for SPU. This strategic initiative will modernize how customers access affordability programs by improving application processes, strengthening language access, and increasing overall program awareness. In addition to leading project implementation, this position will partner closely with the Customer Affordability Programs and Services (CAPS) team to support planning and strategy development associated with operational process, procedure, and policy changes resulting from the redesign. This includes ensuring that internal operations, workflows, and service models are aligned with the new program design—and that improvements to customer service delivery are sustainable, efficient, and customer-centered. Serving as the central point of accountability for cross-department coordination, community engagement, and change management, the Implementation Manager will work with City partners, technical teams, leadership, and community stakeholders to deliver an equitable and accessible customer experience for SPU’s affordability programs. This Temporary opportunity is fully benefitted and expected to last up to 35-months. Qualifications • Five (5) years professional experience related to utility or customer service program management. • Bachelor's degree in Business Administration, Public Administration or related discipline. (If no degree, an additional two (2) years of relevant experience is required) • Combinations of appropriate education, training, certification, and experience(s) will be evaluated on an individual basis for comparability. Requirements • Understanding of the City of Seattle Utility Assistance Programs or familiarity with operational, policy, or service models used in utility assistance and other public assistance programs. • Documented experience implementing community focused, customer-facing, or public service programs. • Experience building partnerships with communities, community-based organizations, non-government agencies, and other groups to establish new behaviors, projects, and/or programs. • Understanding and experience with equitable and inclusive outreach and program development. • Proficiency with Microsoft 365, including Word, Excel, PowerPoint, Teams, and SharePoint, for drafting materials, analyzing data, and delivering presentations. • Strong ability to create clear, concise written materials such as briefings, decision memos, presentations, and community-facing content. • Excellent time management and priority-setting skills. Benefits • Comprehensive benefits package including vacation, holiday, and sick leave. • Medical, dental, vision, life, and long-term disability insurance for employees and their dependents. Additional Information • In addition to fully completing the online application, candidates are required to attach a resume and cover letter. Your cover letter should address how your knowledge, skills and experience(s) relate to this position. • The full salary range for this position is $56.57 per hour - $84.88 per hour. • This position allows for the flexibility of a hybrid work schedule. City employees will have the option to work remotely two days a week. Individual schedules will be agreed upon by the employee and their supervisor. • This hiring process involves a background check of conviction and arrest records in compliance with Seattle’s Fair Chance Employment Ordinance, SMC 14.17. Applicants will be provided an opportunity to explain or correct background information. • The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. • If you have any questions, please contact Heather Baldwin-Stewart at Heather.Baldwin-Stewart@seattle.gov.