CRM Operations Manager

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What we offer

• Impact - The work you do here matters to millions. 
• Growth - Philadelphia is growing, why not grow with it? 
• Diversity & Inclusion - Find a career in a place where everyone belongs.
• Benefits - We care about your well-being.

Agency Description

The Managing Director manages and oversees City operations through five Cabinet-level Deputies. These deputies manage specific departmental clusters: Health and Human Services, Community and Culture, Community Services, Public Safety and Criminal Justice, and Transportation and Infrastructure.  

The Community Services cluster oversees a number of outward-facing programs that provide services directly to the public. These offices and programs focus on enhancing quality of life and improving how citizens engage with their communities and their city government. 

Philly311 is the City of Philadelphia’s non-emergency contact center, serving as a primary point of contact for residents seeking information about City government and requesting services from most City agencies. The center handles approximately 1.2 million customer interactions each year. 

Philly311 operates Monday through Friday from 8:00 AM to 8:00 PM. During declared emergencies, hours of operation may be extended. Residents may also submit inquiries and service requests 24/7 through the City’s web and mobile applications. 

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. 

We value diverse experiences and are open to flexible qualifications. If you are passionate about this role and meet the key criteria, we encourage you to apply. 

• Bachelors degree from an accredited college or university, Masters or MBA degree preferred 

• Need at least 3 years of experience working in contact center environment 

• Need at least 3 years of data analytics management and leadership experience. 

• Need experience improving client outcomes using data driven approach 

• Need technical experience working with call center and CRM systems 

TO APPLY: Interested candidates must submit a cover letter and resume.

Salary Range: $86,000-$107,000

Discover the Perks of Being a City of Philadelphia Employee:

• Transportation: City employees get unlimited FREE public transportation all year long through SEPTA’s Key Advantage program. Employees can ride on SEPTA buses, subways, trolleys, and regional rail for their daily commute and more.
• Parental Benefits: The City offers its employees 8 weeks of paid parental leave.
• We offer Comprehensive health coverage for employees and their eligible dependents.
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available
• Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
• Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!

Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

*The successful candidate must be a city of Philadelphia resident within six months of hire

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to [email protected].

For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx