Job Description

Statement of Duties

The Service Operations Manager oversees how constituent requests received through 311 are reviewed, converted to work orders, resolved, and communicated across the City. The role ensures that both 311 and City staff can effectively support public-facing programs in accordance with City standards and requirements. Working with more than two dozen departments, the Manager helps coordinate over 280 request types while maintaining ongoing communication to support high-volume service needs. This position centralizes cross-department collaboration, monitors service quality, performs audits, and identifies opportunities for process improvements. The Manager also evaluates performance using key metrics, surveys, and SLAs to enhance customer satisfaction. In addition, the role serves as an escalation point to quickly address internal or constituent concerns.

KEY RESPONSIBILITIES: 

• Develop, implement, and manage service operational policies and procedures supported by 311/Constituent Services, impacting thousands of customer interactions and back office processes every month 
• Work with the department head to determine values and mission, and plan for short and long-term goals of Constituent Services 
• Develop and communicate appropriate service operations delivery models to ensure that the responsibilities and accountability of all users are defined and understood 
• Ensure all operational and process-related documents are properly tracked and in compliance with all laws and regulations 
• Directly responsible for developing service operations developmental plans, strategies, and tactics to fulfill constituent and internal obligations, meet City objectives and deliver customer satisfaction Accurately, Courteously, and Easily. 
• Routinely review operating results of service departments, compare them to established objectives, and ensure that appropriate measures are taken in a timely fashion to correct unsatisfactory results  

Business Partner Management (City departments, agencies, vendor’s, etc., that partner with 311) 

• Full responsibility for establishing new, and updating existing service requests, including ensuring continuous coverage and support, SLA management, communications, functional performance management, onboarding and decommissioning partners, etc. 
• Manage relationships through effective communications, performance management, reporting/data analysis and regular partnership reviews. 
• Ensure service partners and their supported services are delivering an excellent customer experience. 
• Manage and influence behaviors and performance of teams that do not report to you (contractor teams) is of paramount importance. 
• Utilize data, reports and related systems to analyze contractor metrics and identify trends and area of opportunity that require feedback, coaching, or corrective action. Hold departments accountable for service level agreements (SLAs) and other customer experience targets are met or exceeded. 
• Daily, weekly, monthly and quarterly reporting for visibility internally and to share with departments for performance management. Regular meetings with departments to review performance and develop action plans.  

Service Operations Process Coordination 

• Serve as a partner to each department and act in a consultative role with them to identify resource needs, process gaps and improvements, operational opportunities, and anything to build the strength and depth of the contract installation partners. 
• Establish a mutually beneficial relationship with each department or vendor, and develop a deep familiarity with their daily operations. 
• Provide demonstrations of work order management system, services, procedures to give advice and recommendations to on how to overcome challenges and ensure positive constituent resolutions. 
• Conduct quality control checks and audit process to ensure high quality work is performed. This will include, but is not limited to, document audits, job site visits, completion data analysis, survey insights, and more. Provide feedback and coaching as needed. 
• Serve as the primary liaison between departments and 311 - ensure contractor partners are engaged and interacting with the sales team to improve the overall customer experience and maintain positive working relationships. In partnership with the Regional Sales Managers and/or District Sales Managers, ensure the install team is regularly reviewing opportunities to improve accuracy and product knowledge thus improving customer satisfaction through shared learning and process improvement. 
• Ensure all jobs are flowing efficiently and meeting service level agreements, follow through on all issues and escalations, approve billing invoices and add-labor charges from contractors, and other tasks to ensure the daily operations run smooth. 

Customer Service/Experience Management 

• Responsible for the installation of customer experience processes to ensure the City is meeting or exceeding customer expectations. 
• Drive a positive customer experience through rigorous adherence to installation process standards, while maintaining highly dependable support for business partners. 
• Make timely decisions and highly responsive to job movement through the service request/work order lifecycle, addressing large issues with closings in a timely manner, and supporting coordination with the 311 Customer Service as needed with issue resolution. 
• Other duties as assigned as the business evolves and priorities shift. 

Recommended Minimum Qualifications

Education and Experience : Bachelor’s degree in business administration, communication, or other applicable field, and five to seven (5-7) years’ professional customer service experience, with at least three (3) in a supervisory capacity; or any equivalent combination of education, training and experience which provides the required knowledge, skills and abilities to perform the essential functions of the job.

Knowledge, Abilities and Skill

Knowledge: The ideal candidate has a strong understanding of municipal service operations, workflow management, and multi-department coordination within a high-volume environment. They are well-versed in policies, procedures, service level agreements (SLAs), and best practices relevant to public-facing government services. Knowledge of data reporting, performance metrics, and process improvement methodologies is essential.

Abilities: The candidate must be able to manage complex service processes from intake through resolution while maintaining accuracy, consistency, and compliance. They should demonstrate the ability to collaborate with and influence departments or contractor teams that do not report directly to them. The role also requires the ability to analyze trends, identify operational gaps, and implement solutions that enhance service quality and customer satisfaction.

Skill: Strong communication and relationship-management skills are required to effectively liaise with department leaders, partners, and stakeholders. The candidate must have excellent problem-solving and decision-making skills to address escalations and ensure timely resolution of service requests. Proficiency in data analysis, documentation, and reporting is also critical for supporting performance management and continuous improvement.

Work Environment

The work environment involves everyday discomforts typical of offices, with occasional exposure to outside elements. Noise or physical surroundings may be distracting, but conditions are generally not unpleasant. Employee may be required to work beyond normal business hours to attend evening meetings or complete work assignments.

Physical and Mental Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the position’s essential functions.

Physical Skills

Minimal physical demands are required to perform the work. Work effort principally involves

sitting to perform work tasks, with intermittent periods of stooping, walking, and standing. There may also be some occasional lifting of objects such as office equipment or photocopy paper (up to 30lbs.).

Motor Skills

Duties are largely mental rather than physical, but the job requires minimal motor skills for activities such as moving objects, operating a telephone, personal computer and/or most other office equipment including word processing, filing and sorting of papers.

Visual Skills

Visual demands require constantly reading documents for general understanding and analytical purposes.

Hours: Full Time
Salary: $90,000.00 
Union: Non-Union
FLSA: Exempt
Date Posted: December 4th, 2025

 

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The City of Somerville is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, sex, religion, age, national origin, disability or any other protected category. Women, minorities, veterans, and persons with disabilities are encouraged to apply.

Auxiliary aids and services, written materials in alternative formats, and reasonable modifications in policies and procedures will be provided to qualified individuals with disabilities free of charge, upon request. Persons with disabilities who need auxiliary aids and services for effective communication (i.e., CART, ASL), written materials in alternative formats, or reasonable modifications in policies and procedures in order to access the programs, activities, and meetings of the City of Somerville should please contact Adrienne Pomeroy at 617-625-6600 x 2059 or apomeroy@somervillema.gov.

Pre-Employment Requirements for All Employees:

• MA Criminal Offender Record Information (CORI) clearance
• Completion of Conflict-of-Interest Law Education training for municipal employees

Overview of Total Rewards:

• 4 weeks annual vacation for non-union positions. Union positions vary by contract. Please note, police officers are members of the SPEA union.
• Medical insurance through the Group Insurance Commission (GIC) - 80% of premium costs paid by City
• Dental coverage low and high plans through Cigna
• Vision care through Vision Service Plan (VSP)
• Long term disability through Sun Life
• Group and voluntary life insurance through Boston Mutual
• Health Care and Dependent Care flexible spending through Benefit Strategies
• Deferred compensation plans through a choice of three vendors
• Free, confidential services through the Employee Assistance Program (EAP) provided by E4Health
• Annual cancer screening & wellness release
• Tuition reimbursement
• MBTA pass program
• FREE Blue Bikes membership
• Eligible employer for the Public Service Loan Forgiveness Program (PSLF)

Benefits listed are for benefits-eligible positions and the above information is meant to be a general overview of the benefit programs offered by the City of Somerville and not a binding contract.

Job Tags

Full time, Contract work, Temporary work, For contractors, Work at office, Flexible hours, Shift work, Afternoon shift,

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