Arlington, Virginia
$81,681.60 - $124,696.00 Annually
Jun 10, 2021
Jul 01, 2021
Full Time
Position Information

NOTE: This is a re-opening to expand the pool of qualified candidates. If you have already applied for this position, there is no need to re-apply unless you wish to update your application.

Arlington County's Department of Community Planning, Housing and Development (CPHD) and Department of Environmental Services (DES) is seeking a Customer Experience Manager to lead a new, cross-departmental customer experience team that supports the County’s transition to Permit Arlington and ongoing permitting processes. The Manager will also partner in managing day to day operations of the Permit Office and has responsibility for cross-disciplinary coordination and communication related to the entire permitting process.

The Permit Office consists of CHPD Inspection Services (ISD), Zoning Divisions and DES Development Services Bureau. As a unit, these agencies provide a wide range of services related to administration and interpretation of state and local codes and ordinances, including Building, Zoning, and Stormwater management. The Customer Experience team will lead the integration and coordination of interdepartmental business processes and functions to remove institutional barriers as they relate to providing this core customer service function of the County. This position is under the supervision of the Development Services Bureau Chief (DES), Building Official (ISD) and Zoning Administrator (Zoning).

Specific Duties Include:
  • Serving as liaison and collaborating with the Permit Arlington team to envision and implement strategies to support the customer experience vision;
  • Facilitating collaboration and coordination across multiple departments and disciplines on topics supporting and streamlining customer service;
  • Helping customers navigate Arlington County’s permitting process and ensuring the delivery of a coordinated and responsive permitting experience;
  • Developing and implementing customer service training, cross-training and teambuilding activities to enhance customer service skills across all permitting operations;
  • Overseeing the customer queuing system, in-person interactions in the Permit Office, the phone tree and other external-focused communications;
  • Facilitating communication between the Permit Office, County Manager, staff and other departments to resolve program issues;
  • Proposing policy recommendations related to customer service;
  • Supervising customer service technicians and coordinating work of staff members from each of the permitting teams (e.g. Permit Processing Specialists, Zoning Technicians and Zoning Plan Reviewers);
  • Compiling and presenting customer service metrics, trends, issues and status reports; and
  • Monitoring front line customer service and responding to internal and external needs.

The ideal candidate will have:
  • Communication skills to exchange information with personnel, County staff, other elected officials and the public;
  • Writing skills to compose and edit reports, proposals, contractual and technical documents, policies, and recommendations;
  • Interpersonal skills to resolve complaints and/or conflicts and speak in public;
  • Problem-solving skills to define problems and collect relevant information to recommend technical solutions;
  • Excellent organizational and time management, skills; and
  • Ability to focus and manage multiple tasks.

Selection Criteria

Minimum: Bachelor’s degree in Public/Business Administration, Construction Management, Engineering, Planning, or closely related field, plus progressively responsible experience in administration and management, including financial management and/or customer service administrative functions.

Substitution: Additional qualifying experience may be substituted for the education requirement on a year-for-year basis. A Master's degree in related field may be substituted for one year of the experience requirement.

Desirable: Preference will be given to candidates with a Master's degree in related field and experience in one or more of the following:
  • Leading a customer service team;
  • Using permitting technology and databases;
  • Analyzing and documenting business processes and policies;
  • Managing a high volume of cross-disciplinary communication from external customers; and
  • Collaborating with others, preferably in a team setting to resolve issues, share information, and provide service to the public.

Special Requirements

Please attach a cover letter or supplemental question response that describes how your background and experience qualifies you for the Customer Experience Manager position and accomplishments in the following areas:
  • Administration and management of customer service administrative functions;
  • Leading a customer service team; and
  • Using permitting technology and databases

Completion of the Commonwealth of Virginia Statement of Economic Interest form will be required of the successful candidate upon hire and annually thereafter.

Additional Information

Work Hours: Monday through Friday, with flexible work hours generally between 8:00 a.m - 5:00 p.m. Occasional evening work will be required to attend public meetings.

The official job title is Senior Management Analyst.

The salary listed at the top of this announcement is effective July 1, 2021

Each section of the application must be completed. A resume will not substitute for the completed application. Your responses to the Supplemental Questionnaire are considered part of the selection process. Please do not enter "see resume" as a response to the questions. Incomplete applications will not be considered.

Arlington County Government employee benefits depend on whether a position is permanent, the number of hours worked, and the number of months the position is scheduled.

Specific information on benefits and conditions of employment can be found on the Arlington County Human Resources Department website:

Permanent, Full-Time Appointments
All jobs are permanent, full-time appointments unless otherwise stated in the announcement. The following benefits are available:

Paid Leave : Vacation leave is earned at the rate of four hours biweekly. Leave accrual increases every three years until eight hours of leave are earned biweekly for twelve or more years of service. Sick leave is earned at the rate of four hours biweekly. There are eleven paid holidays each year.

Health and Dental Insurance : Three group health insurance plans are offered - a network open access plan, a point-of-service plan, and a health maintenance organization. A group dental insurance plan is also offered. The County pays a significant portion of the premium for these plans for employees and their dependents. A discount vision plan is provided for eye care needs.

Life Insurance : A group term policy of basic life insurance is provided at no cost to employees. The benefit is one times annual salary. Additional life insurance is available with rates based on the employee's age and smoker/non-smoker status.

Retirement : The County offers three vehicles to help you prepare for retirement: a defined benefit plan, a defined contribution plan (401(a)), and a deferred compensation plan (457). The defined benefit plan provides a monthly retirement benefit based on your final average salary and years of service with the County. You contribute a portion of your salary on a pre-tax basis to this plan. General employees contribute 4% of pay; uniformed public safety employees contribute 7.5% of pay. Employees become vested in the plan at five years of service. The County also contributes to this plan.

For general employees, the County also contributes 4.2% of pay to a defined contribution plan (401(a)) . The County also matches your 457 contribution, up to $20 per pay period, in this plan. The 457 deferred compensation plan allows you to set aside money on either a pre-tax (457b) or post-tax (457 Roth) basis up to the IRS annual limit. New employees are automatically enrolled with a pre-tax contribution equal to 2% of your base pay.

Other Benefits: The County also offers health, dependent care, and parking flexible spending accounts; long-term care insurance; tuition assistance; transit and walk/bike to work subsidies; a college savings plan; wellness programs; training opportunities; and a variety of other employee benefits.

Permanent, Part-Time Appointments:
Part time employees who work ten or more hours per week receive paid leave and benefits in proportion to the number of hours worked per week.

Limited Term Appointments:
Benefits are the same as permanent appointments except that the employees do not achieve permanent status.

Temporary Regular Appointments:
Temporary regular employees who work 30 hours or more per week are eligible for health, dental, and basic life insurance as described above. They are also eligible for vacation, sick leave, and paid holidays.

Temporary Seasonal and Occasional Appointments:
Temporary employees who work on a seasonal basis or variable hours receive sick leave, but do not normally receive other paid leave or benefits. Exceptions are noted in individual announcements.


What is your highest level of education?
  • High School Diploma/GED
  • Bachelor's Degree
  • Master's Degree (or higher)


Please indicate if you have experience in any of the following:
  • Managing customer service administrative functions
  • Leading a customer service team
  • Using permitting technology and databases
  • Analyzing and documenting business processes and policies
  • None


How many years of experience do you have in in administration and management, including financial management and/or customer service administrative functions?
  • None
  • Less than 1 year
  • 1 year but less than 2
  • 2 years but less than 3
  • 3 years or more


Please attach a cover letter or use the space below to describe how your background and experience qualifies you for the Customer Experience Manager position and accomplishments in the following areas: • Administration and management of customer service administrative functions; • Leading a customer service team; and/or • Using permitting technology and databases

Required Question