Program Manager II (Customer Experience), Grade N25

Please note - The salary range above represents this position's earning potential. The anticipated hiring range for this position will be $83,556 - $128,986 , based on the candidate's qualifications and experience.

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THIS IS AN INTERNAL

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MONTGOMERY COUNTY GOVERNMENT EMPLOYEES ONLY.

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WHO WE ARE

Montgomery County Department of Recreation is a nationally recognized and award-winning agency with a mission to provide high quality, diverse, and accessible community-based programs, activities, and services that serve the recreation and leisure needs of the Montgomery County community. The department manages 39 facilities including recreation centers, senior centers, and indoor and outdoor aquatic facilities and provides thousands of programs such as out-of-school activities, aquatics, classes, youth and adult sports programs and leagues, senior programs, and therapeutic recreation.

WHO WE ARE LOOKING FOR

We are seeking a dynamic Program Manager II (Customer Experience) to lead front-line customer service operations and support our Communications and Public Outreach administrative functions. This role is critical in ensuring high-quality, efficient service delivery for our residents and customers. Recreation is committed to the full inclusion of all qualified individuals and values diverse perspectives, lived experiences and cultures. Recreation encourages BIPOC (Black, Indigenous, and people of color), immigrants, women, LGBTQIA+, individuals with disabilities and veterans to apply. The Program Manager II (Customer Experience) oversees customer service operations, centralized facility reservations and provides administrative support functions. This position supervises a team of customer service professionals and plays a key role in shaping department-wide service standards, training and outreach efforts.

Key Responsibilities:

Leadership Supervision:

Establish performance expectations, provide coaching, and conduct evaluations. Manage staff scheduling, workload distribution, and operational coverage. Foster a collaborative, high-performing team culture within a unionized environment

Customer Service Operations :

Oversee daily customer interactions with a diverse customer base across phone, email and in-person channels. Ensure timely, consistent, and high-quality service delivery. Identify and implement process improvements to enhance the customer experience

Facility Reservations Oversight:

Oversee centralized facility reservation processes. Monitor workflows, systems, and communications to maintain service standards

Budget and Administrative:

Monitor operational budgets for the Communications and Public Outreach team. Develop and maintain standard operating procedures. Identify efficiencies and improve internal processes

Community Outreach and Promotion:

Support outreach initiatives, events and community engagement efforts. Collaborate with marketing and communications teams on campaigns. Successful candidates should demonstrate the following knowledge, skills and abilities: Proven experience in customer service operations, program management or public administration Strong leadership and supervisory experience, preferably in a unionized environment Experience developing training programs and improving service delivery systems Excellent communication, organizational and problem-solving skills Experience managing budgets and administrative processes Ability to collaborate across teams and manage multiple priorities Important things to

Know:

This position will require work beyond a standard 40-hour week , including early mornings, evenings, weekends, holidays, and on occasion, in outdoor or extreme weather conditions. The selected candidate will be required to complete a background investigation and medical history review prior to appointment. This position will require onsite facility management responsibilities and will involve travel to various program locations throughout the County and is available for situational telework. To ensure compliance with laws and to support a positive work culture, all required mandatory trainings must be completed within 3 to 6 months of hire, or as specified.

Experience:

Five (5) years of progressively responsible professional experience in customer service operations within a high-volume, public-facing environment (e.g., recreation facilities, parks & recreation, municipal services, call center, hospitality, or community services). Experience must include responsibilities related to administrative operations , such as developing and maintaining standard operating procedures, managing budgets, supporting communications or outreach functions, or improving internal workflows Experience must include Two (2+) years of supervisory experience leading front-line customer service teams (including scheduling, performance management, coaching, and workload distribution). Experience in a unionized environment is strongly preferred.

Education:

Graduation from an accredited college or university with a Bachelor's Degree.

Equivalency:

An equivalent combination of education and experience may be substituted. Experience working in Rec Trac or other complex relational database systems. Experience working with Microsoft Office 365. Experience planning, creating and maintaining spreadsheets and databases as well as generating/preparing accurate and concise reports. Experience establishing and maintaining effective working relationships with coworkers, individuals, groups and agencies interested in or involved in recreation activities. Experience providing direct customer service. Experience delivering effective oral and written communication. Experience working with diverse communities and ability to speak, read and write in a language in addition to English proficiently (advanced level Spanish preferred)