DIVISION MANAGER (311)

POSITION OVERVIEW

Applications accepted from: Open to All
Job Classification: Division Manager
Division:3-1-1
Reporting Location:2805 McKinney Street, Houston, TX 77003
Workdays & Hours: Monday - Friday, 8:00am - 5:00pm* *Subject to change.

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
The 311 Division Manager oversees the strategic direction, daily operations, and continuous improvement of the city’s 311 customer service operations. This position is responsible for managing personnel, budget, technology systems, and service delivery standards to ensure the public receives high-quality, responsive, and efficient access to non-emergency city services and information.

Key Responsibilities:

• Provide leadership and vision for the 311 operations, aligning with city goals and community needs.
• Manage departmental budgets, staffing plans, and performance metrics.
• Develop policies and procedures to improve service delivery, customer experience, and operational efficiency.
• Collaborate with other city departments and external stakeholders to ensure seamless communication and information flow.
• Oversee implementation and upgrades of 311 technology systems, including CRM platforms and call center infrastructure.
• Monitor and report on KPIs, service levels, and quality assurance metrics.
• Supervise and develop a team of section chiefs, supervisors, and administrative staff.

Essential Skills:

• Leadership & Team Management
• Customer Service Excellence
• Problem-Solving & Decision-Making
• Time Management & Organizational Skills
• Performance Evaluation & Feedback
• Communication & Interpersonal Skills

WORKING CONDITIONS

A portion of these duties will involve the ability to be detailed, speak and write effectively, and navigate situations with people in tense situations; otherwise, regular office atmosphere with occasional periods of stooping, bending, and lifting, up to 20 pounds.

This is an Administration and Regulatory Affairs management position at the Tier 1 Level.

MINIMUM REQUIREMENTS

EDUCATIONAL:
Requires a Bachelor's degree in Business Administration, Accounting, Engineering or a field closely related to activities of the division.

EXPERIENCE: Seven years of progressive professional experience closely related to the activities of the division are required, with at least three years in a supervisory capacity .
A Master's Degree in Business Administration, Public Administration or a field closely related to the activities of the division may be substituted for two years of experience.
Directly related professional experience may be substituted for the education requirement on a year-for-year basis.

PREFERENCES

Preference will be given to applicants with:

• Experience interacting with Executives and/or Elected Officials (strong verbal communication skills).
• Ability to multi-task and manage stressful situations and rapid change with diplomacy and confidentiality.
• Proficiency with Word, Excel

**Preference shall be given to eligible veteran applicants provided such person possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.**

GENERAL INFORMATION

SELECTION/SKILLS TESTS REQUIRED
None. The Division may administer skills assessment relevant to job description.

SAFETY IMPACT POSITION No
If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

SALARY INFORMATION
Factors used in determining the salary offered include the candidate’s qualifications as well as the pay rates of other employees in this classification.

Pay Grade: 29

APPLICATION PROCEDURES

Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during posting opening and closing dates shown. Applications must be submitted online at: www.houstontx.gov .

To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call (832)393-6214.

If you need special services or accommodation, call (832)393-6214.

If you need login assistance or technical support call 855-524-5627.

Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.

All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information.

EOE - Equal Opportunity Employment
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.

The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:

• Medical
• Dental
• Vision
• Wellness
• Supplemental Insurance
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 11 city holidays, plus one floating holiday
• Compensable Sick Leave
• Personal Leave
• Flexible schedules
• Hybrid-Telework for eligible positions
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Paid Prenatal, Parental and Infant Wellness Leaves
• Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html

Closing Date/Time: 5/9/2025 11:59 PM Central

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• Houston Airport System

• 2812331839

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