Customer Service Division Manager

Pinellas County Government • Clearwater, FL

5d

About The Position

Pinellas County Utilities (PCU) is seeking a strategic, collaborative, and forward-thinking leader to oversee Customer Service 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, lead organizational changes, 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.
This role oversees mission-critical business functions, 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.
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.

Requirements

• 8 years of progressively responsible customer service/call center experience within a utility environment
• Associate degree + 6 years relevant experience
• Bachelor’s degree + 4 years relevant experience
• Master’s degree + 2 years relevant experience
• At least 1 year of supervisory/team leadership experience
• Valid Florida Driver’s License
• Availability for emergency response assignments

Nice To Haves

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

Responsibilities

• 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

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Executive