Job Description

Position open until 10/9/2026

Salary Range $82,000 - $95,000 annually

General Description and Classification Standards

The Manager of Programs & Performance serves as the operational and technology-focused leader within the Department of Customer Service (DCS)/ATL311, overseeing the Technology and Project Delivery functions within the Innovation, Performance, & Accountability (IPA) division. This role is responsible for leading the execution of technology initiatives, business systems enhancements, service improvement projects, and IT support operations that advance customer service delivery.

This position reports to the DCS Director of Innovation, Performance, & Accountability and acts as a key liaison between business stakeholders, vendors, and internal technical teams to ensure successful delivery of technology solutions and operational improvements.

Supervision Received

Receives general direction regarding strategic objectives, departmental priorities, and performance expectations. Works independently in planning and executing initiatives while collaborating with leadership on budget, policy, and operational alignment.

Responsibilities

Essential Duties and Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• Provide leadership and oversight of technology, systems, and project delivery functions for DCS Customer Service operations.
• Develop and manage project strategies, implementation plans, scopes, timelines, and deliverables.
• Serve as the primary point of contact for third-party technology vendors and implementation partners.
• Oversee desktop support operations and ensure timely resolution of technical issues and service requests.
• Guide business systems enhancement initiatives and platform optimization efforts.
• Lead cross-functional projects using structured project management and analytical methodologies.
• Ensure alignment of technology solutions with operational goals and customer service strategies.
• Drive process improvement initiatives to streamline workflows and enhance service delivery efficiency.
• Oversee system implementation, configuration, and enhancement activities across supported platforms.
• Ensure adherence to IT governance, documentation standards, and operational procedures.
• Coordinate system support priorities between desktop support, business systems, and project teams.
• Provide oversight of requirements gathering, validation, and documentation for system enhancements.
• Support stakeholder engagement across departments to define and deliver technology solutions.
• Provide executive-level updates on project status, risks, and outcomes.
• Makes recommendations impacting technology direction, staffing priorities, and project execution.
• Interprets policies and applies organizational guidelines to operational decisions.
• Exercises authority in prioritizing technical support workload and project sequencing.
• Provides input into strategic planning and departmental technology investments.
• Provides direct supervision and coaching to technical and project staff.
• Leads cross-functional teams and facilitates collaboration across departments.
• Ensures accountability for project delivery, system support, and service outcomes.
• Promotes a culture of customer service, innovation, and continuous improvement.
• May perform other duties as assigned.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Qualifications

Knowledge Skills and Abilities This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• Strong leadership and team management skills.
• Advanced project management and organizational planning capabilities.
• Strong understanding of IT service delivery and enterprise systems.
• Excellent communication, facilitation, and stakeholder engagement skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving abilities.
• Proficiency in Microsoft 365, SharePoint, and project tracking tools.
• Ability to translate business needs into technical requirements.

Minimum Qualifications

Education and Experience

• Bachelor's degree in Business Administration, Information Systems, Technology, or related field (Additional years of experience may be considered as a substitute for the required degree on an exceptional basis, with a minimum of nine (9) years of professional related experience.
• 2+ years of supervisory or managerial experience.
• 5+ years of experience in customer service, technology operations, or systems management.
• 3+ years of project management experience.
• Experience working with Customer Relationship Management (CRM) and Call Management System (CMS) platforms.
• Experience in reporting, systems analysis, or business systems support.
• Advanced proficiency in Microsoft Office Suite, and SharePoint.

Licensures and Certifications

None

Preferred Requirements

• Master's degree in Business, IT, Public Administration, or related field.
• Experience with enterprise systems such as Microsoft Dynamics 365, Calabrio/Verint, AWS Connect, Accela, Hansen, or similar platforms.
• PMP, Six Sigma, or related certifications.
• Advanced proficiency in Power BI.

Work Environment

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.

Work Schedule

This is a hybrid role requiring flexibility to support operational needs outside normal business hours, including evenings, weekends, holidays, and emergency situations. The position requires both in-office and telework participation based on business needs.

The Manager of Programs & Performance is designated as essential personnel and may be required to work evenings, weekends, holidays, or extended hours during emergency operations, severe weather events, or other critical City events requiring DCS/ATL311 management support.

Lifting Requirements: Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.