City of Hampton, VA
311 Director and Customer Service Strategist
City of Hampton, VA, Virginia Beach, Virginia, us, 23450
Salary:
Depends on Qualifications Location :
311 Citizen Contact Center, VA Job Type:
Full-Time Permanent Job Number:
08850 Department:
311 CITIZEN CONTACT CENTER Opening Date:
09/12/2025 Closing Date:
10/3/2025 11:59 PM Eastern FLSA:
Exempt
Function
Join Our Team: 311 Director and Customer Service Strategist Do you have a passion for leadership, innovation, and exceptional customer service?
The
City of Hampton
is seeking a visionary to lead the Citizens Contact Center-our community's first stop for reliable, responsive, and trusted city services.
As the
311 Director , you'll play a critical role in shaping how residents experience their city by delivering
one-contact resolutions, modernized technology solutions, and service excellence that builds trust in government .
What You'll Do Lead operations for the City's
311 Citizens Contact Center . Drive
customer service excellence
with a focus on one-call solutions. Manage
Customer Relationship Management (
CRM)
systems, Artificial Intelligence (AI) tools, and telecommunications software . Supervise and inspire a high-performing team through training and performance development. Analyze data and report on performance for city leadership. Oversee the
budget, resources, and long-term strategic planning . Represent the Contact Center in
public forums and community engagement . Serve as
essential personnel
during citywide emergency operations. What We're Looking For
Bachelor's degree
in Business/Public Administration, Communications, or a related field (Master's preferred). 6 years
of progressive experience in customer service, ideally within a contact center. 5 years
in a leadership/management role, preferably in municipal, government, or non-profit settings. Expertise in
Customer Relationship Management (
CRM) systems, telecommunications, contact center technologies, Artificial Intelligence (AI) tools, and knowledge base management . Strong analytical, interpersonal, and communication skills. Commitment to innovation, adaptability, and public service. A combination of education and experience may be considered for this position. Additional Details
Must successfully pass a background check and hold a valid driver's license. Flexible schedule required, including evenings, weekends, and holidays. Why Hampton Joining our team means shaping the
future of customer service
and making a direct impact on residents' daily lives. You'll be at the
frontline of connecting people to services, building trust in government, and shaping the city's future.
This is more than a leadership role-it's a chance to create a
legacy of service and
innovative solutions
in technology and citizen engagement. Apply Today!
The City of Hampton is an Equal Opportunity Employer. Benefits Overview This is a summary of benefits associated with permanent, full-time positions. Benefits associated with other positions can be found with specific job listings. Benefits begin on the 1st of the month following one full calendar month of employment in the following benefit plans:
Sentara Health Medical Insurance OptumRx Delta Dental Insurance Anthem Blue View Vision FSA Reimbursement accounts Standard: Accident and Critical Illness Trust Mark Universal Life Insurance Legal Resources Plan Mission Square: 457 / Roth IRS / Roth 457 (b) IRA Employees begin accruing annual and sick leave immediately. Other forms of leave include:
Maternity Leave Parental Bonding Leave Care for Sick Parent Leave Birthday Leave Personal day (available every quarter)
The eleven paid holidays each year include:
New Year's Day Martin Luther King, Jr. Day President's Day Memorial Day Juneteenth Day Independence Day Labor Day Veterans' Day Thanksgiving Day Christmas Day Employee's birthday A tax deferred retirement plan 457 is offered through the ICMA Retirement Corporation. An after-tax retirement plan, Roth IRA, is offered through the ICMA Retirement Corporation (1-800-669-7400). For more information, see the Group life insurance is offered through the VRS and the carrier is the Minnesota Life Insurance Company.
Tax deferred retirement plan 457 is offered through the ICMA Retirement Corporation (1-800-669-7400). For more information, see the Training and Career Development: The Employee Education Assistance Program (EEAP) encourages employee development through (1) educational programs leading to a degree, (2) skilled craft or trade training leading to a certificate or license and (3) coursework to renew and update skills. Eligibility criteria apply. In addition, the City offers training opportunities in technological, leadership, supervisory, and other areas of government/business knowledge and skill development. Medical/Dental and Dependent Care Reimbursement Accounts are offered on a pre-tax basis in order to reduce the amount of tax the employee pays. The Employee Assistance Program (EAP) is confidential and personal counseling service for the employee and their immediate family (757-363-6777, 1-800-899-8174 or Direct deposit into most banks is a convenient finance feature.
Savings bonds are available to the City's workforce. Employees are covered for Workers' Compensation where appropriate.
01
Have you graduated from an accredited college or university with a Bachelor's degree in Public Administration, Business Administration, Communications, or a related field of study?
Yes No
02
Do you have a Master's Degree?
Yes No
03
Do you have experience working in a municipal, government, or non-profit organization?
Yes No
04
If you indicated in the question above that you have worked in a municipal, government, or non-profit environment, please explain where you gained this experience and your years of experience with each employer. If you answered "No," please enter "N/A" in the space provided. 05
Which of the following options below best describes your years of progressively responsible experience in a customer service or call center environment, to include developing and implementing strategic programs?
No experience 1-2 years of experience 3-5 years of experience 6-8 years of experience 9-11 years of experience 12 or more years of experience
06
If you indicated in the question above that you have experience in a customer service or call center environment including developing and implementing strategic programs, please explain where you gained this experience and provide examples of programs that you have developed and/or implemented within that environment. If you answered "No," please enter "N/A" in the space provided. 07
Which of the following options below best describes your years of experience supervising the work of others?
No experience 1-2 years of experience 3-4 years of experience 5-6 years of experience 7 or more years of experience
08
Do you have experience in Customer Relationship Management (CRM) systems, telecommunications, and contact center technologies?
Yes No
09
If you indicated in the question above that you have experience in Customer Relationship Management (CRM) systems, telecommunications, and contact center technologies, please tell us which systems you have used and briefly describe your experience using them. If you answered "No," please enter "N/A" in the space provided. 10
Do you have experience with Artificial Intelligence (AI) tools and knowledge base management?
Yes No
11
I understand that this position is considered essential/emergency personnel for purposes of emergency/crisis management to include being "on-call" or responding to emergency situations during inclement weather and/or other job related conditions.
Yes No
12
I understand that I will be required to complete a criminal history check related to this position.
Yes No
13
This position requires that you possess a valid driver's license and have and maintain a satisfactory driving record based on the City of Hampton's criteria. Failure to provide your driver's license number will prevent us from considering your application. Please confirm your driver's license number by entering it below: 14
I understand I must submit a cover letter and a resume with my on-line application in order to be considered for this position.
Yes No
Required Question
Depends on Qualifications Location :
311 Citizen Contact Center, VA Job Type:
Full-Time Permanent Job Number:
08850 Department:
311 CITIZEN CONTACT CENTER Opening Date:
09/12/2025 Closing Date:
10/3/2025 11:59 PM Eastern FLSA:
Exempt
Function
Join Our Team: 311 Director and Customer Service Strategist Do you have a passion for leadership, innovation, and exceptional customer service?
The
City of Hampton
is seeking a visionary to lead the Citizens Contact Center-our community's first stop for reliable, responsive, and trusted city services.
As the
311 Director , you'll play a critical role in shaping how residents experience their city by delivering
one-contact resolutions, modernized technology solutions, and service excellence that builds trust in government .
What You'll Do Lead operations for the City's
311 Citizens Contact Center . Drive
customer service excellence
with a focus on one-call solutions. Manage
Customer Relationship Management (
CRM)
systems, Artificial Intelligence (AI) tools, and telecommunications software . Supervise and inspire a high-performing team through training and performance development. Analyze data and report on performance for city leadership. Oversee the
budget, resources, and long-term strategic planning . Represent the Contact Center in
public forums and community engagement . Serve as
essential personnel
during citywide emergency operations. What We're Looking For
Bachelor's degree
in Business/Public Administration, Communications, or a related field (Master's preferred). 6 years
of progressive experience in customer service, ideally within a contact center. 5 years
in a leadership/management role, preferably in municipal, government, or non-profit settings. Expertise in
Customer Relationship Management (
CRM) systems, telecommunications, contact center technologies, Artificial Intelligence (AI) tools, and knowledge base management . Strong analytical, interpersonal, and communication skills. Commitment to innovation, adaptability, and public service. A combination of education and experience may be considered for this position. Additional Details
Must successfully pass a background check and hold a valid driver's license. Flexible schedule required, including evenings, weekends, and holidays. Why Hampton Joining our team means shaping the
future of customer service
and making a direct impact on residents' daily lives. You'll be at the
frontline of connecting people to services, building trust in government, and shaping the city's future.
This is more than a leadership role-it's a chance to create a
legacy of service and
innovative solutions
in technology and citizen engagement. Apply Today!
The City of Hampton is an Equal Opportunity Employer. Benefits Overview This is a summary of benefits associated with permanent, full-time positions. Benefits associated with other positions can be found with specific job listings. Benefits begin on the 1st of the month following one full calendar month of employment in the following benefit plans:
Sentara Health Medical Insurance OptumRx Delta Dental Insurance Anthem Blue View Vision FSA Reimbursement accounts Standard: Accident and Critical Illness Trust Mark Universal Life Insurance Legal Resources Plan Mission Square: 457 / Roth IRS / Roth 457 (b) IRA Employees begin accruing annual and sick leave immediately. Other forms of leave include:
Maternity Leave Parental Bonding Leave Care for Sick Parent Leave Birthday Leave Personal day (available every quarter)
The eleven paid holidays each year include:
New Year's Day Martin Luther King, Jr. Day President's Day Memorial Day Juneteenth Day Independence Day Labor Day Veterans' Day Thanksgiving Day Christmas Day Employee's birthday A tax deferred retirement plan 457 is offered through the ICMA Retirement Corporation. An after-tax retirement plan, Roth IRA, is offered through the ICMA Retirement Corporation (1-800-669-7400). For more information, see the Group life insurance is offered through the VRS and the carrier is the Minnesota Life Insurance Company.
Tax deferred retirement plan 457 is offered through the ICMA Retirement Corporation (1-800-669-7400). For more information, see the Training and Career Development: The Employee Education Assistance Program (EEAP) encourages employee development through (1) educational programs leading to a degree, (2) skilled craft or trade training leading to a certificate or license and (3) coursework to renew and update skills. Eligibility criteria apply. In addition, the City offers training opportunities in technological, leadership, supervisory, and other areas of government/business knowledge and skill development. Medical/Dental and Dependent Care Reimbursement Accounts are offered on a pre-tax basis in order to reduce the amount of tax the employee pays. The Employee Assistance Program (EAP) is confidential and personal counseling service for the employee and their immediate family (757-363-6777, 1-800-899-8174 or Direct deposit into most banks is a convenient finance feature.
Savings bonds are available to the City's workforce. Employees are covered for Workers' Compensation where appropriate.
01
Have you graduated from an accredited college or university with a Bachelor's degree in Public Administration, Business Administration, Communications, or a related field of study?
Yes No
02
Do you have a Master's Degree?
Yes No
03
Do you have experience working in a municipal, government, or non-profit organization?
Yes No
04
If you indicated in the question above that you have worked in a municipal, government, or non-profit environment, please explain where you gained this experience and your years of experience with each employer. If you answered "No," please enter "N/A" in the space provided. 05
Which of the following options below best describes your years of progressively responsible experience in a customer service or call center environment, to include developing and implementing strategic programs?
No experience 1-2 years of experience 3-5 years of experience 6-8 years of experience 9-11 years of experience 12 or more years of experience
06
If you indicated in the question above that you have experience in a customer service or call center environment including developing and implementing strategic programs, please explain where you gained this experience and provide examples of programs that you have developed and/or implemented within that environment. If you answered "No," please enter "N/A" in the space provided. 07
Which of the following options below best describes your years of experience supervising the work of others?
No experience 1-2 years of experience 3-4 years of experience 5-6 years of experience 7 or more years of experience
08
Do you have experience in Customer Relationship Management (CRM) systems, telecommunications, and contact center technologies?
Yes No
09
If you indicated in the question above that you have experience in Customer Relationship Management (CRM) systems, telecommunications, and contact center technologies, please tell us which systems you have used and briefly describe your experience using them. If you answered "No," please enter "N/A" in the space provided. 10
Do you have experience with Artificial Intelligence (AI) tools and knowledge base management?
Yes No
11
I understand that this position is considered essential/emergency personnel for purposes of emergency/crisis management to include being "on-call" or responding to emergency situations during inclement weather and/or other job related conditions.
Yes No
12
I understand that I will be required to complete a criminal history check related to this position.
Yes No
13
This position requires that you possess a valid driver's license and have and maintain a satisfactory driving record based on the City of Hampton's criteria. Failure to provide your driver's license number will prevent us from considering your application. Please confirm your driver's license number by entering it below: 14
I understand I must submit a cover letter and a resume with my on-line application in order to be considered for this position.
Yes No
Required Question