Salary : $176,924.88 - $206,939.28 Annually
Location : 250 A Street, Springfield OR, 97477
Job Type: Full-Time
Job Number: 92
Department: Customer Service & Marketing
Opening Date: 11/10/2026
Closing Date: 11/24/2026 5:00 PM Pacific
DescriptionSpringfield Utility Board is recruiting for a Director of Customer Experience and ServicesDIVISION: Customer Service
REPORTS TO: CEO/General Manager
STATUS/HOURS: Exempt / Non-Union / Full Time / M - F / 8:00 - 5:00
SALARY: $14,743.74/month - $17,244.94/month (position will start at $14,743.74/month)
POSTING DATE: Tuesday, November 10, 2026
CLOSING DATE: Tuesday, November 24, 2026 at 5:00 p.m.
WORK LOCATION: This position is on-site at our 250 A Street Springfield, OR 97477 location.
JOB DESCRIPTION Please visit our website at to read the Director of Customer Experience and Servicesjob description prior to applying for this position to learn the Major Responsibilities of the position and the required Minimum Qualifications. The job description also lists the Physical and Mental Requirements for the position.
Typical QualificationsMINIMUM QUALIFICATIONSExperience- Minimum of ten (10) years of progressively responsible experience in customer service, customer experience, customer operations, communications, community relations, customer programs, marketing, or related business functions.
- Minimum of five (5) years of executive or senior management experience leading customer service, public information, and/or related functions.
- Minimum of five (5) years of experience supervising professional, technical, or administrative staff, including performance management, staff development, and operational oversight.
- Demonstrated experience developing and administering departmental operating and capital budgets.
- Demonstrated experience leading customer-focused initiatives, organizational change efforts, business process improvements, or technology implementations.
- Preferred experience in utilities or a similarly complex service delivery organization of comparable size and scope.
Education/Licenses/Certifications - Bachelor's degree in Business Administration, Public Administration, Communications, Marketing, or a closely related field. An equivalent combination of education and progressively responsible executive-level experience may be considered.
- Master's degree in Business Administration (MBA), Public Administration (MPA), Communications, or a closely related field preferred.
- Completion of ICS 100, ICS 200 and PIO training certifications within six months of hire.
SUBMITTING YOUR APPLICATION MATERIALS The following application materials are required:
- Applications can be submitted online at:
- Cover Letter
- Resume
What to Expect from our Selection ProcessApplicants are screened based upon their relevant knowledge, abilities, skills, qualifications, experience, education and training. Information related to education, certification/licensures and experience must be verifiable on your application to be given credit. Avoid referencing your resume in the job duties section of the application. Incomplete applications may be disqualified. The selection process varies according to the position and can include but is not limited to supplemental questionnaires, written or skill tests, interviews, and job-specific assessment processes. All testing and selection processes will be done in accordance with the Oregon Veterans' Preference in Public Employment Law. In addition, reference checks, driving record checks and criminal background checks may be required dependent on the position. Specific positions also require applicants to have an Oregon driver's license, physical examination and/or a drug test prior to employment.
NOTE: This announcement is intended as a general recruitment guide and is subject to change. It does not constitute either an expressed or implied contract.
We offer a complete benefits package to full-time employees including:
- Health Insurance
- Dental Insurance
- Vision Insurance
- Retirement Plan
- Deferred Compensation Plan
- Flexible Spending Account
- Life Insurance
- Long-Term Disability
- Short-Term Disability
- 11 Paid Holidays
- Competitive Paid Time Off Plan
- Yearly Cost of Living Increase - Subject To Board Approval
01
Do you have a minimum of ten (10) years of progressively responsible experience in customer service, customer experience, customer operations, communications, community relations, customer programs, marketing, or related business functions?
02
If you answered yes to the previous question, please explain your ten (10) years of progressively responsible experience in customer service, customer experience, customer operations, communications, community relations, customer programs, marketing, or related business functions. If not applicable, mark N/A.
03
Do you have a minimum of five (5) years of executive or senior management experience leading customer service, public information, and/or related functions?
04
If you answered yes to the previous question, please explain your five (5) years of executive or senior management experience leading customer service, public information, and/or related functions. If not applicable, mark N/A.
05
Do you have a minimum of five (5) years of experience supervising professional, technical, or administrative staff, including performance management, staff development, and operational oversight?
06
If you answered yes to the previous question, please explain your five (5) years of experience supervising professional, technical, or administrative staff, including performance management, staff development, and operational oversight. If not applicable, mark N/A.
07
Do you have experience developing and administering departmental operating and capital budgets?
08
If you answered yes to the previous question, please explain your experience developing and administering departmental operating and capital budgets. If not applicable, mark N/A.
09
Do you have experience leading customer-focused initiatives, organizational change efforts, business process improvements, or technology implementations?
10
If you answered yes to the previous question, please explain your experience leading customer-focused initiatives, organizational change efforts, business process improvements, or technology implementations. If not applicable, mark N/A.
11
Do you have experience in utilities or a similarly complex service delivery organization of comparable size and scope?
12
If you answered yes to the previous question, please explain your experience in utilities or a similarly complex service delivery organization of comparable size and scope. If not applicable, mark N/A.
13
Do you have a Bachelor's degree in Business Administration, Public Administration, Communications, Marketing, or a closely related field or an equivalent combination of education and progressively responsible executive-level experience?
14
If you answered yes to the previous question, please list your degree and where you received it from or explain your equivalent combination of education and progressively responsible executive-level experience. If not applicable, mark N/A.
15
Do you have a Master's degree in Business Administration (MBA), Public Administration (MPA), Communications, or a closely related field?
16
If you answered yes to the previous question, please list your Master's degree and where you received it from. If not applicable, mark N/A.
17
Have you completed ICS 100, ICS 200 and PIO training certifications or are able to within six months of hire?
Required Question
