Director of Customer Experience (Section Manager 3)

Location: 14 S. Ft. Harrison Avenue, Clearwater, FL 33756

Shape the Future of Customer Experience for One of Florida’s Most Forward-Thinking Public Utilities

Pinellas County Utilities (PCU) is seeking a strategic, collaborative, and forward-thinking leader to oversee Customer Experience Operations for our municipal water, sewer, and reclaimed water utility.

This executive-level role provides leadership across call center operations, billing and account management, customer engagement platforms, and technology modernization initiatives. The selected candidate will drive operational excellence, customer experience and technology transformation initiatives, and ensure world-class service delivery to the citizens of Pinellas County.

About Pinellas County Utilities:

Pinellas County Utilities is a forward-thinking, innovative public utility committed to:

• Continuous improvement
• Infrastructure investment
• Environmental stewardship
• Public health protection
• Operational efficiency

Our departmental values — WATER:

• World-class Customer Service
• Accountability
• Trustworthiness
• Environmentally Conscious
• Reliable

We are committed to being an employer of choice within public service.

What You Will Lead

This role provides executive oversight for critical customer operations and strategic modernization initiatives, including:  

• Customer Call Center Operations
• Utility Billing & Account Management
• Customer Internet Portals
• Technology Integration & System Upgrades
• Consultant and Cross-Departmental Coordination
• Budget Oversight (multi-million-dollar operations)
• Emergency Operations Center participation

You will collaborate closely with internal divisions, including Finance and Maintenance, while serving as a strategic partner to senior leadership and County Administration.

Current Strategic Initiatives

PCU is actively advancing major infrastructure and resiliency programs:

• Septic-to-Sewer Conversions
• Sanitary Sewer Overflow Elimination
• Inflow & Infiltration Reduction
• Private Sewer Lateral Replacement
• Capital Improvement Program ($80M+ annually)
• System Resiliency Enhancements

This role directly supports customer-facing impacts of these initiatives.

What Do You Need

One of the following combinations:

• 8 years of progressively responsible customer service/call center experience within a utility, public sector, regulated industry, or similarly complex service environment preferred.
• Associate degree + 6 years relevant experience
• Bachelor’s degree + 4 years relevant experience
• Master’s degree + 2 years relevant experience

Additional Requirements:

• At least 1 year of supervisory/team leadership experience

• Valid Florida Driver’s License
• Availability for emergency response assignments

Highly Desirable

• 5+ years leading large operational teams
• Experience leading major customer account system upgrades
• Knowledge of modern call center technologies and CRM platforms 
• Experience managing multi-million-dollar budgets

Core Leadership Expectations

• Drive organizational efficiency and process improvement
• Oversee call center and billing operations
• Lead customer account software modernization and integration
• Develop, mentor, and evaluate professional staff
• Present to senior leadership and County Commissioners
• Navigate complex customer and regulatory issues with discretion
• Support capital and operating budget development

Why Join Pinellas County Government

We offer a competitive executive-level benefits package including:

• Comprehensive Medical, Dental, and Vision Coverage
• Florida Retirement System (FRS) participation
• Deferred Compensation Options
• Generous Leave Programs
• 24/7 County Fitness Facilities
• Tuition Reimbursement

Pinellas County Government is committed to providing a workplace where employees are proud to serve their community.