Communications and Customer Service Manager

King County Road Services Division has an excellent opportunity for growth and development. We are looking for a knowledgeable Communications and Customer Service Manager (Project/Program Manager IV) who excels in services such as data management, personnel, strategic planning, emergency response communications pertaining to road-related emergencies, problem solving and administrative functions! This is an exciting opportunity to work with the Road Services Communications team and make a difference in our community!

Our commitment to Equity, Racial and Social Justice

The Department of Local Services is deeply dedicated to fostering Equity, Racial and Social Justice in every aspect of our work.  Our commitment to “True North” values, which ensures every person has the opportunity to thrive and reach their full potential, forms the core of our mission and purpose.  Our pledge is to cultivate, embrace, and celebrate the distinct experiences, viewpoints, and perspectives of our people, partners, and the communities we serve. Through this work, we dismantle systemic barriers, address inequities, and actively confront prejudices and biases. We acknowledge this journey is ongoing, and we remain steadfast in our efforts to create a positive impact for our employees and communities alike. 

• Lead the ongoing operation of the division's customer feedback and customer service delivery program. Maintain and improve upon current methods of; tracking, controls, reporting status, and evaluating findings which include coordinating with Maintenance 24/7 Road Helpline supervisor. Design, implement, and manage training and development of team, standard operating procedures, and performance metrics.
• Manage communications with customers regarding road-related policies, services and programs. Provide central coordination for response to high priority customer inquiries and requests. Coordinate, prepare, and oversee written responses for signature by division, department management, and elected officials. Send outgoing correspondences on behalf of the organization.
• Oversee and/or perform Roads’ communication work that includes media relations, social media presence, and public outreach for construction, maintenance, and emergency projects. Coordinates with Department of Local Services Communications team, oversees issue management for Roads in concert with Roads leadership, and participates in strategic planning.
• Participate in the communications response to road-related emergencies, such as weather events or natural disasters. Assist with the annual winter awareness communication campaign as needed (write or review/edit content for web, brochures, other materials) 
• Be a contributing member of the Road Alert Team; editing, tracking, and creating Road Alert content related to planned and emergency road closures/restrictions and other time-sensitive road-related information.
• Develop and coordinate an enhanced internal customer service program for employees that builds on the guiding principles of wellbeing and belonging, including internal communication tools, outreach events, and coordination of recognition program. 
• Lead the work of professional staff, develop performance measures, conduct performance evaluations, and assist in growth and development of staff. 
• Craft engaging content for use in communications with internal and external customers.
• Foster a spirit of inclusion and belonging while coordinating, collaborating and communicating with a wide variety of people with diverse backgrounds. Incorporate equity and social justice opportunities wherever possible into the Road Services customer service program.
• Be comfortable in providing regular updates on customer service to division leadership and internal and external partners.
• Provide back-up support for community outreach efforts and issues.
• Manage and/or contribute to employee special events such as section Employee Staff Meetings, staff all-hands meetings, community liaison forums, and assist with future of work feedback sessions.
• Serve as the technical expert to perform complex media research and analysis.

• A bachelor’s degree in communications, journalism, or closely related field and experience in project/program management, preferably within public works, engineering, or environmental planning environment. OR any equivalent combination of experience and education which provides the applicant with the skills, knowledge, and abilities required to perform the work.

• Experience working in the field of Transportation, particularly at the local level.
• Experience with Public Works issues, processes and procedures, especially the type of services provided by King County Road Services.
• Communication skills that reflect well upon King County, the County Executive, the department, the division, and the incumbent.
• Experience working with people from diverse backgrounds including people of color, immigrants, refugees, women, LGBTQ, differently abled people, and veterans.
• Excellent communication skills, with an emphasis on writing with appropriate grammar and punctuation; ability to translate engineering and planning jargon into plain clear language accessible to all.
• Leadership and program development, change management, and event planning experience.
• Intermediate to advanced skill level in: Microsoft Office Suite products (Excel, Word, Outlook, SharePoint). Ability to learn to enter data into the division's Roadworks (City Works) maintenance asset management system and Road Alert Editor. 
• Experience working with a variety of social media platforms including GovDelivery, X (Twitter), Facebook, and WordPress.

We would love it if you have:

• Self-motivation with the ability to multitask and manage competing timelines.
• Experience with supervising staff and conducting performance evaluations.
• Excellent communication skills, notably positive customer service skills.
• Written and oral communications and public speaking skills
• Experience working as part of a team and as an individual contributor.
• Experience in large scale event planning.
• Experience in media content creation. Documented and published portfolio work. 
• Excellent interpersonal skills to handle sensitive and difficult situations
• Experience in taking initiative and being accountable for the work product
• Knowledge of other relevant agencies and systems.
• Experience providing community outreach and leadership to community coalitions.
• Skill applying LEAN continuous improvement
• Ability to speak and write Spanish

INTERVIEW SCHEDULE: Those applicants who pass the initial screening will be invited to participate in an interview the week of 9/22/2025.

WHO MAY APPLY: This recruitment is open to all qualified applicants and may be used to fill current and or/future career service, term-limited temporary, short-term temporary, and or/special duty positions over the next six months. First consideration will be given to current PROTEC17 members in the same classification that are eligible for lateral transfer. 
 
APPLICATION PROCESS: A full and complete King County application is required. You may also provide a resume and cover letter, summarizing how you meet the experience, qualifications, knowledge, and skills for the position. Applicants will be screened for clarity, completeness, and competitiveness. The most competitive candidates may be invited to participate in one or more interviews.

For interviewing tips, please see the STAR-LA method: star-la_interview_method.pdf
 
WORK SCHEDULE: The work week is normally Monday through Friday, 8.00 a.m. to 5:00 p.m., and adjustments to the schedule may be discussed with your supervisor.  This position is Exempt from the provisions of the Fair Labor Standards Act and is not eligible for overtime pay.

EMERGENCY DESIGNATION STATUS: This position has been designated Mission-Critical. Those employees who provide, maintain, and re-establish essential county functions as described in agency Continuity of Operations plans. 

Unless otherwise directed by the County Executive, department director or agency head, all employees, regardless of designation, are expected to report to work or request leave during an emergency or inclement weather. For more detailed information, please visit HR Policy County Operations During Emergency Situations and the King County Guidelines for Workforce Management in an Emergency.
 
UNION MEMBERSHIP: This position is represented by PROTEC17

REMOTE AND ONSITE WORK:

The work associated with this position will be performed through a combination of remote and onsite work. The successful candidate may be expected to report to the office for onsite work typically 2 times per week. The frequency of onsite work may vary based on business or operational needs and be adjusted accordingly. The primary onsite location is King Street Center, 201 S. Jackson, Seattle, WA 98104 and secondary onsite location at the Roads Maintenance Facility, 155 Monroe Ave NE, Renton, WA 98056.  Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will join an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment. Employees will be provided with a County-issued laptop and must maintain a home workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours.

To learn more about the Department of Local Services, please visit our website at: https://kingcounty.gov/en/dept/local-services

Forbes named King County as one of Washington State's best employers.

Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.
Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.

To Apply

If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions, please contact the recruiter listed on this job announcement.

For more information regarding this recruitment, please contact: