Salary: $141,107.20 - $198,660.80 Annually
Location : Tacoma, WA
Job Type: Non-Classified
Job Number: P1720-26
Department: Customer Experience & External Affairs
Division: TPU Customer Service
Opening Date: 10/14/2026
Closing Date: Continuous
Position DescriptionThis 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.
Qualifications 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.
Selection Process & Supplemental Information ApplyInterested 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 & BenefitsPay Details:
Hourly Rate: $67.84 - $95.51
Annual Salary: $141,107.20 - $198,660.80
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.
The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.
Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.
Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.
Vision Coverage: For eligible employees and their eligible dependents.
Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.
Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.
Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.
Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200.
Other Employment Information
Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.
Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.
Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.
Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.
01
Do you have an equivalent combination to Bachelor's degree in business or public administration, communications or directly related field AND 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.
02
Describe a time when you identified a creative solution to improve service delivery or make better use of your team's existing skills and resources. How did you involve employees, what challenges did you encounter, and what were the results?
03
Describe a time when technological advancements or organizational changes significantly affected your team's responsibilities or workload. How did you engage employees, address concerns, and position the team for future success?
04
Describe a challenging situation involving represented employees, labor relations, or employee engagement. How did you address the situation, build trust, and balance employee needs with organizational priorities? What was the outcome?
05
One of the City's Principles that guides us is Equity. Describe what equity means to you and describe any experience you have working with diverse groups of people.
06
Please tell us how you learned about this job opening.
- Job Interest Card notification
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- Indeed
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- Careers in Government
- Government Jobs
- Outreach Event
- National Diversity Network
- African American Job Network
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- Asian Job Network
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- Other
07
Please provide specific information regarding how you learned about this job opening. Thank you, your feedback will be used to evaluate our success reaching the public and refine our methods for future job postings.
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