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Project Manager - Process Improvement - General Services

Salary: N/A

THE POSITION: Under administrative direction, leads multi-disciplinary teams of managers, professionals, technical personnel, and other General Services and user department staff in researching and implementing process improvements and other customer service-related issues within the department; acts as the internal consultant regarding customer service and process improvements; and performs related duties as required.

DISTINGUISHING CHARACTERISTICS: Project Managers are distinguished from departmental managers by primary assignment of highly skilled and specialized project management of time-limited highly technical projects. Project Managers are further distinguished from departmental managers by management of multi-disciplinary teams made up of professionals from all sectors of the County, external consultants, members of other governmental agencies, etc.


1. Directs and manages multi-disciplinary teams in the development of plans, goals, objectives, policies, and procedures for completion of a project in a highly technical and fiscal-related field; facilitates, plans, and implements process improvements; develops project schedules and budgets; reviews project proposal or plan to determine time requirements and allotment of available resources to various phases of the project; arranges for assignment of project personnel; confers with project staff to outline work plan and to assign duties, responsibilities, and scope of authority; directs and coordinates activities of project personnel to ensure the project progresses on schedule and within prescribed budget; reviews status reports prepared by project personnel and modifies schedule or plan as required; coordinates project activities with activities with government regulatory or other government agencies; coordinates intra- and interdepartmental matters necessary to expedite the projects; and facilitates and troubleshoots the solution of problems associated with designing, implementing, leading, and completing projects.
2. Establishes and maintains contacts with internal and external stakeholders, boards, committees, and commissions to provide information, garner acceptance and support of the project, and ensure that the project meets customer needs; chairs project management meetings; prepares project reports for the Board of Supervisors, commissions, and other legislative bodies; serves as the County's principal point of contact for customers such as developers, property owners and tenants, vendors, builders, citizen groups, and the public, responding to inquiries and providing information pertaining to the status of projects undergoing county review.
3. Confers with management and provides technical advice on the potential impacts of the project on such areas as customer service, organization, staffing, processes, and budget and to assure smooth functioning of newly implemented systems or procedures.
4. Provides functional supervision over office automation consultants and contractors, and supervises technical staff; coordinates the selection of project staff; evaluates performance; and provides feedback to departmental managers regarding staff performance.
5. Develops policies and procedures to support customer service excellence; facilitates the development of policies and procedures to enhance customer service in General Services; publishes and plans the implementation of new policies; develops and monitors a strategic plan for department customer service; develops customer service standards for the department.
6. Assesses the training needs of General Services employees; develops, coordinates, and conducts specialized departmental training (primarily focused on, but not limited to, customer service); conducts training classes and seminars on the techniques of project management and the operation of the County's project management system.
7. Develops and prepares special customer surveys and information gathering tools; coordinates survey instruments; directs staff in conducting surveys; reports survey results; monitors survey success.


1. Possession of a Bachelor's degree in any field and significant professional experience in planning and developing process improvements and multi-disciplinary team(s) project management, preferably in the public sector or a service-oriented agency in the private sector; or,
2. a combination of training, education, and experience that is equivalent to the employment standard listed above and that provides the required knowledge and abilities.

Knowledge of: principles and practices of project management; and process engineering and re-engineering techniques and practices; principles and practices of specific technical field associated with project; principles and practices of business and public administration; research, analytical, and data collection techniques; principles and practices of management, supervision, and training; federal and state regulations related to the project; and budget administration.

Ability to: manage project activities and the activities of multi-disciplinary teams, establish, balance, and adjust priorities; establish and maintain effective working relationships; promote a customer-oriented approach toward meeting the needs of the County; develop cost-effective, performance-driven management systems; prepare and present clear and concise oral and written communications; prepare a variety of narrative documents including policy statements, management reports, and correspondence; speak effectively before small and large groups; establish standards and evaluate performance; provide advice in the consultation to system users; establish and maintain effective working relationships with system users, applicants and reviewers, other County personnel and the public; and review and analyze a variety of technical review comments on projects, and recommend appropriate action; resolve operational and procedural problems and conflicts; respond effectively to a variety of changing situations; interpret, manage, and prepare program performance budgets at the unit, cost center, division, department and project level.

Evidence of: Past track record of being able to work with minimal supervision; work long hours, deliver a product on time, on budget and with sensitivity to the subject matter; extensive initiative and independent judgment; and strong pro-active, positive leadership experience.

Desirable Qualifications: A graduate degree in public or business administration or field related to the project; supervisory experience; experience in the management of information systems, development, construction, project review, development and installation of financial and budgetary systems, or other project delivery-oriented disciplines related to the specific project.

Desirable Skills: Ability to identify systems problems and recommend corrective actions; coordinate and conduct public meetings.

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