Job Information
City of Somerville Deputy Director of Constituent Services in Somerville, Massachusetts
Statement of Duties
The Office of Constituent Services within the City of Somerville is seeking a highly organized and motivated individual to serve as the Deputy Director for the Office of Constituent Services. This position will provide strategic leadership and support to front-line staff, department supervisors/managers, and oversee various project management tasks related to the multi-channel 311 center and other areas related to service operations. The successful candidate will play a critical role in enhancing constituent engagement, improving service delivery, and ensuring customer satisfaction within the Somerville community.
Essential Responsibilities:
Constituent Services Program Leadership:
Frequently working with 311 Contact Center Manager and Floor Supervisor to ensure smooth day-to-day operations of the 311 program, including the offsite support provided by our vendor that allows the public 24/7/365 access to the City, the Welcome Desk at city hall, the city switchboard, and other key customer engagement touchpoints, ensuring efficient and effective service delivery to all.
Collaborate with the Director to develop and implement new strategic efforts designed to enhance the reach and effectiveness of supported programs and services.
Work with staff to monitor and evaluate overall customer service and experience related to our 311 program performance and Voice of Customer efforts, analyzing available data and metrics to identify trends, areas for improvement, and best practices.
Coordinate with the Service Operations Manager and all relevant city departments/staff to ensure seamless back-office integration of 311 services across the City.
Collaborate with Systems Administrator, city IT department, and technology vendors to optimize the functionality and user experience of the 311 system, including integration projects that are already underway or on the horizon.
Project Management:
Lead or point person for various projects related to the multi-channel 311 center (telephone, email, live chat, social media, online, mobile app, etc.) customer-focused initiatives, and other operational areas within the Office of Constituent Services.
Develop project plans, establish timelines, project necessary resources, and monitor progress to ensure timely and successful completion of projects.
Coordinate with cross-departmental teams to ensure clear communication, effective collaboration, and efficient workflow throughout project lifecycles.
Identify and mitigate project risks, proactively addressing any issues or challenges that may arise.
Prepare reports, presentations, and other documentation to communicate project updates, outcomes, and recommendations to key stakeholders and senior management.
Additional Support for Constituent Services Staff:
Provide strategic guidance and tactical support as it relates to front-line staff’s handling a large volume of complex inquiries, requests, and other concerns from residents, visitors, businesses, city and school staff, etc.
Help supervisors and managers with the ongoing development and delivery of training programs to enhance the skills and knowledge of front-line staff, ensuring consistent service standards and professional development opportunities.
Assist in the resolution of complex or escalated constituent issues, working closely with front-line staff, managers, and other relevant stakeholders.
Foster a positive and inclusive work environment, promoting teamwork, collaboration, and effective communication among staff members.
Participate in regular performance evaluations, recognizing achievements and providing constructive feedback to ensure continuous improvement.
Minimum Qualifications
Education and Experience: Bachelor's degree in public administration, business management, or equivalent work experience. Minimum of 5+ years of relevant experience, preferably in a government or public service setting.
Knowledge, Abilities and Skill
Knowledge: Strong knowledge of customer service and customer experience principles, techniques, and other best practices. Experience with 311-style programs and systems (or similar customer-focused duties) is highly desirable.
Abilities: Excellent leadership and management skills, with the ability to motivate and inspire a diverse team of working professionals. Proven project management skills, including planning, organizing, and executing projects within budget and deadlines. Exceptional communication and interpersonal skills, with the ability to interact effectively with constituents, staff members, and stakeholders at all levels.
Skills: Strong analytical and problem-solving abilities, with a data-driven approach to decision-making. Proficiency in utilizing relevant software and technology platforms. Ability to work collaboratively in a fast-paced and dynamic environment.
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 may occasionally require 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: $99, 367. 27 annualized, plus benefits
Union: Non-Union
FLSA: Exempt
Date Posted: March 12, 2025
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
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
Somerville Retirement Pension System
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.
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