311 Director and Customer Service StrategistGovernment Jobs • Hampton, VA, US

311 Director and Customer Service Strategist

Government Jobs • Hampton, VA, US

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Join Our Team : 311 Director And Customer Service Strategist

Do you have a passion for leadership, innovation, and exceptional customer service?

The City of Hampton is seeking a visionary to lead the Citizens Contact Centerour community's first stop for reliable, responsive, and trusted city services.

As the 311 Director , you'll play a critical role in shaping how residents experience their city by delivering one-contact resolutions, modernized technology solutions, and service excellence that builds trust in government .

What You'll Do

Lead operations for the City's 311 Citizens Contact Center .
Drive customer service excellence with a focus on one-call solutions.
Manage Customer Relationship Management (CRM) systems, Artificial Intelligence (AI) tools, and telecommunications software .
Supervise and inspire a high-performing team through training and performance development.
Analyze data and report on performance for city leadership.
Oversee the budget, resources, and long-term strategic planning .
Represent the Contact Center in public forums and community engagement .
Serve as essential personnel during citywide emergency operations.

What We're Looking For

Bachelor's degree in Business / Public Administration, Communications, or a related field (Master's preferred).

6 years of progressive experience in customer service, ideally within a contact center.

5 years in a leadership / management role, preferably in municipal, government, or non-profit settings.

Expertise in Customer Relationship Management (CRM) systems, telecommunications, contact center technologies, Artificial Intelligence (AI) tools, and knowledge base management .

Strong analytical, interpersonal, and communication skills.

Commitment to innovation, adaptability, and public service.

A combination of education and experience may be considered for this position.

Additional Details

Must successfully pass a background check and hold a valid driver's license.

Flexible schedule required, including evenings, weekends, and holidays.

Why Hampton

Joining our team means shaping the future of customer service and making a direct impact on residents' daily lives. You'll be at the frontline of connecting people to services, building trust in government, and shaping the city's future . This is more than a leadership roleit's a chance to create a legacy of service and innovative solutions in technology and citizen engagement.

The City of Hampton is an Equal Opportunity Employer.

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Director Customer Service • Hampton, VA, US