CRM Operations Manager at CityofPhiladelphia

Position Summary  The Philly311 CRM Operations Manager oversees the systems, people, and interagency processes that support the City of Philadelphia’s non-emergency contact center. This role manages a multidisciplinary team, including Salesforce development, data analytics, and fosters a collaborative, innovative, and high-performance work environment.  The CRM Operations Manager is responsible for the configuration, support, and continuous improvement of Philly311’s Salesforce CRM platform, web and mobile applications, IVR, and non-emergency robocall systems. Working closely with City agencies and internal and external partners, this role drives customer service excellence through data-informed decision-making and process improvement initiatives.  This position leads business process re-engineering efforts, develops business cases for change, manages system enhancements and pilot programs, and ensures effective communication and change management across stakeholders.  Essential Functions  • Manage a team of dedicated individuals including a Salesforce developer, data analyst supervisor, and data analyst to foster a supportive work environment that inspires innovation, motivation, empowerment, and recognition for their valuable contributions.  • Configure and support Salesforce CRM tool for Philly311 and partner agencies.  • Configure and support Philly311 web and mobile applications.    • Drive increased adoption and usage of Philly311’s web and mobile applications.  • Use strategy and vision to establish departmental priorities and goals.  • Work with city agencies to deliver and improve constituent services measured by using Net Promoter Score.  • Work with city council, sharing systems and best practices, so they too can deliver world class constituent service.  • Foster an environment of continuous improvement.  • Provide stewardship (invoice accuracy) and manage all disbursements from the Philly311 line 200 budget class.   • Assess, recommend, implement and monitor customer-focused business process re-engineering that provides integrated services across departments, including involvement of internal and external service partners.  • Write business cases for change.  • Research trends, develop recommendations and work with the appropriate stakeholders to implement processes, procedures, and workflows that streamline service delivery to customers in a cost-effective manner.  • Educate stakeholders and business users on business process and system gaps, proposed changes, available resolution options, and the operational impacts of those changes.  • Manage process change; monitor, measure and provide feedback on process performance, etc.  • Create and maintain process maps, gaps analysis, reports, etc. and distribute to appropriate stakeholders as needed.  • Help document and/or modify requirements related to the application, working with the appropriate stakeholders, Salesforce Business Administrator, Department of Technology and/or technical consultants as needed.  • Coordinate pilot programs to test more effective ways of working.  • Keep application users informed about system functionality and enhancements that impact their work and/or improve customer service.  • Develop and update training materials (manuals, handouts, infographics, etc.), presentations, reports, etc.  • Train new and existing users on how to use CRM applications and related processes.  • Configure and support Philly311 IVR system.  • Administer the Managing Directors non-emergency Robocalling system.   Required Competencies, Knowledge, Skills, and Abilities  • Ability to build, lead, and develop high-performing teams in a collaborative and supportive work environment.   • Strong analytical and metrics-driven mindset, with the ability to use data to identify trends, diagnose issues, and implement effective solutions.   • Commitment to delivering high-quality customer experiences and continuously improving constituent satisfaction.  • Technical proficiency with modern, cloud-based CRM and telephony platforms, and the ability to leverage technology to improve service delivery.  • Proven ability to follow up persistently on issues to ensure timely resolution and accountability.  • Highly collaborative approach, with the ability to work effectively across City agencies and with external partners to improve service outcomes.  • Ability to develop and maintain a deep understanding of City services, workflows, and operational processes.  • Skill in building and sustaining strong working relationships and networks across City departments.  • Professional, approachable, and effective interpersonal skills, with the ability to work well with diverse stakeholders.  • Demonstrates curiosity and continuous improvement mindset, with a willingness to explore new ideas and better ways of working.  • Knowledge of emerging trends and best practices in government service delivery and customer experience.