Closing Date - 8/5/2026 11:59 PM Eastern

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Lead and manage the Project Support section, advancing customer experience and project support priorities while ensuring alignment with the department’s mission, vision, and strategic plan

• Coordinate cross-department collaboration on complex or high-profile development issues, chair the Development Management Team (DMT), and support the Executive DMT and compliance with the Development Review Process MOU

• Provide guidance on complex cases, support plan and application intake staff, and ensure routine questions are directed to appropriate customer service channels

• Manage escalations and sensitive issues by identifying barriers, developing solutions, and facilitating resolution with City staff, development partners, and community members

• Implement processes, practices, and service standards that promote consistent, high-quality customer service across the development review process

• Oversee process improvement efforts by conducting after-action reviews, monitoring service quality and compliance, and maintaining documentation of complexity criteria, handoff procedures, and system-level process updates

• Support Customer Experience staff in advancing the City’s transition to a centralized customer care model in coordination with the Public Service Center and the Customer Relationship Management (CRM) program, ensuring clear communication and strong service delivery

• Supervise, manage, and evaluate assigned employees and make decisions about hiring,  discipline and/or termination of employees; prioritize and assign work; develop and oversee employee work schedules and approves time away from work; provide and/or facilitate employee training and development; address employee concerns and/or problems; counsel and/or discipline as appropriate; complete employee performance appraisals; determine or make recommendations regarding new hire salaries and salary changes; and act as liaison between employees and management

• Serve as a representative and advisor to management, City officials, boards, commissions, authorities, external agencies, the public, and other organizations on matters related to assigned responsibilities; attend and facilitate meetings

• Contribute to the preparation and monitoring of division accounting, budget, and fiscal operations

• Maintain and communicate performance dashboards and reports on timeliness, workload, and customer experience, using data to inform decisions and improve outcomes

• Identify, develop, implement and maintain processes and practices that encourage, support and promote effective, comprehensive and meaningful community engagement

• Serve as the primary lead or as a contributing team member for departmental or Citywide special projects, initiatives, and cross functional efforts as assigned

• Conduct occasional site visits, field inspections, community meetings, and interdepartmental coordination activities that require the use of a City vehicle