Customer & Administrative Services Manager

This senior management position manages the internal and external customer service and administrative support services for all divisions within the Department, and is responsible for planning, managing and evaluating departmental support personnel, IT functions, general operations, and directing departmental marketing initiatives.

Schedule: 8:00 AM - 4:30 PM
Starting hourly rate: $39.59 - $47.55 ($82,339.12 - $98,901.64 Annually)
Initial interviews: 1/31/2025 and/or 2/3/2025
Tentative start date: 2/24/2025
Explore the City's benefits here: City of Waukesha Benefit Guide (Download PDF reader)

Essential Job Functions: The job functions listed herein are neither exclusive nor exhaustive, but are intended to be illustrative of the types of tasks the employee will most likely be expected to perform on a regular basis. The employee may be asked to perform different or additional tasks than the ones listed here, as the needs of the employer and/or the requirements of the position change.

• Manages customer service related functions for the Department; responds to inquiries regarding policies, procedures, information and/pr technical issues from employees, residents, community groups and others.
• Leads and manages the development of procedures, policies and standards for customer and administrative services, in cooperation with the Management Team, and makes recommended changes. Point for public information requests.
• Oversees the efficient operation of administrative functions such as information and data processing, mail, cash handling, processing of invoices and payment vouchers, deposits, and payroll, and manages the Financial Assistance Program.
• Manages and coordinates the Administrative Team; provides training and technical assistance, assigns prioritizes and manages work; recruits, hires and conducts performance evaluations and discipline as necessary.
• Assists in managing personnel for aquatics, concessions and special event programming.
• In cooperation with the Management Team, develops and implements the Department Strategic Plan, Business Continuity Plan, and CAPRA Accreditation Standards; assists in the development of other plans as requested.
• Develops, presents and manages the Department Information Technology Plan in cooperation with the IT Department; manages and offers technical assistance for computer applications and all software programs including recreation program registration systems and databases.
• Uses specialized computer programs for GIS/GPS functions..
• Performs web site development and maintenance for use in the creation of promotional materials; manages social media use in cooperation with Community Engagement Division.
• Manages the inventory and distribution of technological devices including phones, tablets/iPads, keyless entry etc.; serves as liaison with the IT Department for tech support, troubleshooting, repairs and support as needed.
• Develops, implements and manages a strategic marketing program, campaign and initiatives including the development of comprehensive promotional materials (seasonal activity guides, print ads, publications, press releases, newsletters and social media); directs Department marketing and promotion efforts including media placement, marketing channels and developing brand in concert with the Community Engagement Division.
• Performs ongoing program evaluation based on analyses of marketing trends and customer feedback/insight.
• Identifies and recommends community and corporate sponsorship and partnership opportunities.
• Performs various administrative, technical and analytical tasks in support of the Department's Director and Management Team as requested.
• Prepares various narrative, statistical and financial analytical reports as needed or requested.
• Conducts customer satisfaction/need assessment surveys; analyzes data, researches and makes recommendations for improvements or changes to programs and services.
• Maintains Department cost and budget records; develops budget requests; uses citywide accounting system to monitor budgets, track payments, research payment history and rectify errors.
• Prepares (including cost projections), submits and manages Administrative Operating Budget and facilitates preparation of overall Departmental Budget (Operating & CIP).
• Prepares bids and Requests for Proposals as needed.
• Establishes and maintains files on certain projects, staffing, budgets and/or policy matters; records actions taken; establishes and maintains departmental filing system in compliance with City Records Management Program.
• Assists in Department hiring of regular and seasonal staff including recruiting, interviewing, and onboarding/offboarding process.
• Oversees office supply inventory; orders supplies as needed; monitors receipts; processes payment; handles the acquisition, distribution and storage of equipment and supplies including the disposal of old equipment and unclaimed property (lost and found).
• Recommends, maintains and monitors use of office equipment, software, and maintenance agreements.
• Prepares/updates agendas, meeting packets, procedural manuals for policy-making bodies or committees; attends and records meeting proceedings (minutes) of the Parks, Recreation & Forestry Board.
• Serves as liaison to assigned City committees, boards, departments and community organizations.
• Participates on local, state and national professional boards and committees.
• Provides effective and efficient customer services and promotes and maintains responsive community relations.
• Other duties as assigned.

Requirements of Work
Graduation from an accredited college or university with a Bachelor's Degree in Business Administration, Parks and Recreation Management, Public Administration or a closely related field, supplemented by at least 5 years of progressively responsible administrative experience preferably in a municipality, with at least 3 years in a supervisory capacity; or any equivalent combination of training and experience which provides the following knowledge, ability and skills:

Knowledge of
* Department programs, functions, training needs and organizational structure.
* General office procedures and the use of standard office equipment, including computers and relevant specialized software programs/technology trends.
* Current marketing trends and promotional techniques.
* Financial best practices and Payment Card Industry (PCI) compliance.
* Recordkeeping and filing system requirements and procedures.
* Budgeting and budget analysis.
* State and Federal laws related to human resources issues.
* Sales Tax laws and application to program areas.
* Public information distribution policies.
Ability to
* Use independent judgment and discretion in the communication of information.
* Investigate and resolve customer complaints and inquiries, or refer customer to appropriate source of information.
* Multi-task and prioritize workload; work efficiently and manage multiple demands.
* Assign, manage and supervise the work of others in an efficient and effective manner.
* Work with and maintain confidential and sensitive information.
* Become certified as a Commission for Accreditation of Park and Recreation Agencies (CAPRA) Review Team Member.
* Develop and implement marketing principles to plans, ad campaigns, and public relations to promote department programs and services.
* Troubleshoot simple technological issues.
Skill in
* Analyzing problems and developing solutions.
* Research techniques, creative thinking and sound decision-making.
* Planning and organizing various projects and project management skills.
* Oral and written communications.
* Public relations and customer service.

Physical Demands
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 essential functions.
* Work is performed mostly in an office setting; hand-eye coordination is necessary to operate computers and various pieces of office equipment.
* Specific vision abilities required by this job include close vision and the ability to adjust focus.
* While performing the duties of this job, the employee frequently is required to stand and talk or hear; use hands and fingers to handle, feel, or operate objects, tools, or controls and reach with hands and arms.
* The employee is occasionally required to walk; sit; climb or balance; stoop, kneel, crouch, or crawl; and smell.
* The employee must occasionally lift and/or move up to 50 pounds.