Customer Service Center Supervisor (Supervisor II)

City of Portland, Oregon
May 11, 2022
Portland, OR
Job Type


The Position

About the work of this position:

Portland Parks & Recreation's Customer Service Center (CSC) team program supports permitting and payment program activity associated with more than 11,670 acres of parkland, including 154 developed parks, 7,890 acres of natural areas, and all bureau structures with the goal of delivering a wide range of parks and recreation services to a diverse array of park users.

The Customer Service Center Supervisor II oversees a team of approximately twenty staff that are responsible for the intake, processing, payment, scheduling, and management of approximately 5,000 annual requests for public events, commercial access, research activities, cruise ship/vessel docking, film and television, picnic, weddings, sports, and other activities related to the permitting of real property owned or managed by Parks. This supervisor role is responsible for the oversight, budgeting, and management of the PP&R permit center, its staff, and programs. Most importantly, this position needs to have a solid understanding of sports, recreational, and commercial permitting and payment programs and to ensure access and affordability are intentionally aligned with equitable best practices. As the CSC Supervisor II, you will own the strategy, implementation, and oversight of PP&R's recreational and commercial permitting programs

As the Customer Service Center Supervisor, you will:

  • Collaborate with and respond to Parks & Recreation senior managers, department managers, supervisors, program coordinators, and commissioner in review, evaluation, adjustment, and implementation of new and current policies, programs, and services in support of the department strategic plan, initiatives, goals, and mission.
  • Assess and evaluate opportunities to implement the bureau's equity plan and continue to infuse it with Customer Service Center best practices (especially around sports permitting, and property access).
  • Schedule and perform regular program analysis and evaluation, assessments, implement workflow and process improvement.
  • Plan, supervise and evaluate the work of supervisor I, program coordinators and frontline staff; schedule staff, review and manage workplans, performance targets and goals.
  • Set training requirement and schedules, ensure that staff are focused on racial equity trainings, land acknowledgements, and historically underserved communities.
  • Develop, analyze, and administer the Customer Service Center budget and set benchmarks for reserving sports fields and other assets related to fees, utilization, and access.
  • Manage, direct, and support the Customer Service Center ActiveNet software team.
  • Manage the development of training materials, protocols, schedule, and performance measures.

As a p erson, you are:

  • Results Driven: This position is high-paced, dynamic, and requires a candidate who can hit the ground running with a focus on finishing tasks in a timely, accurate and professional manner while establishing progressive longer-range goals.
  • Strong Communicator: You can build trust and strong relationships through transparent and clear communication and a solid understanding of recreational and sports permitting.
  • Strategic: You demonstrate and understand tools and strategies necessary to dismantle structural and institutional racism with a strong focus on creating access through recreational sports permitting.
  • Collaborative: An outgoing professional who values partnership and develops and supports relationships to get things done.
  • Inclusive: you value diversity, equity and inclusion (DEI), and use DEI concepts and principles to guide and inform all aspects of your work.
  • Solutions Oriented: Uses strong communication skills to work with a variety of internal and external stakeholders to create, implement, and document solutions.
  • An Equitable Leader: Experience leading and mentoring people and creating and maintaining an inclusive, respectful and culturally responsive workplace.

Although not required, you may have: one or more of these desirable skills/degrees/experience.

  • Three to five(3-5) years overseeing sports and recreational permitting.
  • Two to three(2-3) years overseeing commercial permitting programs.
  • Experience using interactive document management tools such as Smartsheet.
  • Bilingual skills in English and Spanish, Russian, Vietnamese, or another language.

About the Bureau: Portland Parks & Recreation (PP&R) is committed to the overall Citywide vision that race will have no detrimental effect on people of color, refugee, and immigrant communities in accessing our parks and natural areas, or from the benefit of our services. We recognize, understand, and encourage celebration of the differences that surround us. Diversity and equity are vital to PP&R's ideals and values. The City of Portland, Oregon is a growing and diverse city of 650,000 residents, nearly 20% of whom speak languages other than English at home. PP&R values a diverse workforce and seeks ways to promote equity and inclusion within the organization and with the public. PP&R encourages applications from candidates with knowledge, ability and experience working with a broad range of individuals and communities with diverse racial, ethnic, and socio-economic backgrounds. Although not required, PP&R encourages candidates that can fluently speak another language to include that information in their application materials. Multilingual candidates are encouraged to apply.

City of Portland Core Values:
Anti-racism | Communication | Collaboration | Equity | Transparency | Fiscal Responsibility

These values guide our actions as we serve the community and engage our workforce. To learn more about the City's core values, please click here.

Why work at the City of Portland? The City of Portland workforce serves a population of over 650,000. We are culture- and solutions-driven, viewing every challenge as an opportunity to learn, improve, and share our expertise. We are committed to removing systemic barriers to resources, access, and opportunity. The City is a believer in all people and continues to actively recruit and retain diverse top talent every day. We offer a comprehensive benefits package, including but not limited to medical, dental, vision, basic life, short- and long-term disability coverage to eligible employees and their families. If you are open-minded, motivated, community-focused, and self-aware, please apply yourself at the City of Portland today.
The City of Portland also participates in the Oregon Public Employees Retirement System (PERS). For more information on the City of Portland's benefits please click here.

COVID-19 Vaccine RequirementAs of October 18, 2021, all City employees must be fully vaccinated for COVID-19. This is required for all positions at the City of Portland. Proof of being fully vaccinated is required by date of hire. You may request an exception , for health or religious reasons, from getting the COVID-19 vaccine at the time a position is offered.

Work Location Currently, many positions with the City of Portland are being performed remotely due to COVID. In the future, current positions classified as "full-time remote" will: 1) become a remote/onsite mix or 2) revert to full-time at a city work location.

The City is offering an optional information meeting for this recruitment. Please see the Additional Information section below for details.

To Qualify

Applicants must provide details in their supplemental question responses and resume that demonstrate how their education, training and/or worked/lived experience, meets each of the following minimum qualifications:

  1. Experience leading and supervising a multicultural workforce, promoting an equitable workplace environment such as training, scheduling, coaching, and performance evaluation.
  2. Experience working with computer-based applications such as ActiveNet for sports, events, or recreational permits and reservations.
  3. Ability and experience communicating cross-culturally, both verbally and in writing, including presenting information, proposals, and recommendations effectively, clearly, and persuasively in public settings, and demonstrating tact and diplomacy.
  4. Knowledge and experience in program administration, the application of equity and fiscal responsibility in resource allocation, and the development, management, and monitoring of budgets.

A p plicants must also possess:

  • Must be fully vaccinated for COVID-19 per City/State mandate or have an approved exception by date of hire.

The Recruitment Process

An evaluation of each applicant's training and experience, as demonstrated in their résumé and answers to the supplemental questions, weighted 100%. Do not attach materials not requested. Only candidates who meet the minimum qualifications will be placed on the equally ranked eligible list. You have 14 days from the notice of the examination results to let us know if you disagree with your results. Please read the City of Portland Administrative Rule 3.01 for complete information. Additional evaluation may be required prior to establishment of the eligible list and/or final selection.

** PLEASE NOTE: The eligible list generated from this recruitment may be used to fill future vacancies**

Recruitment Activity Schedule Updated:

  • Job Posting closes: 5/31/2022
  • Information Session: 5/18/2022 @ 12:00PM PST (See details under "Additional Information" below)
  • Applications Reviewed: 5/16/22- 6/6/22
  • Eligible List / Notices Generated: week of 6/6/22
  • 1st Round of Interviews: Mid-June
  • 2nd Round of Interviews (if needed): Mid-Late June
  • Job Offer: Late June or Early July

*Timeline is approximate and subject to change.

Applicant Instructions
Applicants must submit a professional resume and responses to the supplemental questions online, specifically focused on your qualifications for this position as identified in the "To Qualify" section of this announcement in accordance with the following Application Instructions:

  • Your résumé and responses to the supplemental questions will be the basis for our evaluation of your qualifications for this position. Incomplete or inappropriate information may result in disqualification.
  • Your responses to the supplemental questions should include details describing your education, training and/or experience, and where obtained which clearly reflects your qualifications for each of the numbered items in the "To Qualify" section of this announcement.
  • Your resume should support the details described in your responses to the supplemental questions.
  • Salary Range/Equity Pay Analysis: Please note per the Oregon State Pay Equity Law your salary is determined based on the experience and education listed in your resume/application. It is strongly encouraged to include any transferable experience (paid or unpaid regardless of how recent) to ensure your offer is reflective of all directly related and equivalent experience.
  • If you are requesting Veteran's Preference, as identified below, please describe in your responses to the supplemental questions and resume any transferrable skills obtained during your military service and how they relate to each of the required minimum qualifications under the "To Qualify" section above.

Please note, all completed applications for this position must be submitted no later than on the closing date and time of this recruitment. All applications must be submitted via the City's online application process. Do not attach materials not requested. E-mailed and/or faxed applications will not be accepted.

Additional Information

Work Status: Non-citizen applicants must be authorized to work in the United States at the time of application.

Veterans' Preference: If you are requesting Veterans' Preference, attach a copy of your DD214/DD215 and/or Veterans Administration letter stating your disability to your profile, as well as checking the box identifying yourself as a Veteran. You must request Veterans' Preference AND include a copy of your documentation for each recruitment to which you apply. Veterans' Preference documentation must be submitted no later than the closing date and time of this recruitment.

ADA, Pregnancy, and Religious Accommodations: If you identify as a person with a disability, are pregnant or nursing, or observe a religious practice(s), and would like to request a reasonable accommodation when applying for this job, please contact the Recruiter below for assistance.

Equal Employment Opportunity: It is the policy of the City of Portland that no person shall be discriminated against based on race, religion, color, sex, marital status, family status, national origin, age, mental or physical disability, protected veteran status, sexual orientation, gender identity or source of income. The City values diversity and encourages everyone who is interested in employment with the City to apply.

Language Pay Differential: City of Portland employees who speak one or more languages in addition to English, may be eligible to receive a "language pay differential." This is compensation for qualifying multilingual City employees who use their language skills to assist the community. More about the language pay differential can be found here.

Did you know? The City of Portland offers How to Apply Classes that are free and review best practices for applying to the City. Follow the link for the most recent list of scheduled dates:

Contact Information
Tamara Larison, Senior Recruiter
Bureau of Human Resources
(503) 823-3523 An Equal Opportunity / Affirmative Action Employer

To assist you in understanding this position and the recruitment process, we will offer an Optional Information Session that will provide you with details about the position and about the application process. You are not required to attend to apply for this job. You are welcome to join us for the optional session below:
Wednesday, May 18, 2022
12:00PM Pacific Time (US and Canada)

Join Zoom Meeting

Meeting ID: 862 0689 9095

Find your local number: Date/Time: 5/31/2022 11:59 PM Pacific

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