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Business Customer Resources Manager

Salary

$127,420.80 - $179,400.00 Annually

Location

Tacoma, WA

Job Type

Non-Classified

Remote Employment

Flexible/Hybrid

Job Number

P2130-25

Department

Customer Experience & External Affairs

Division

TPU External Affairs

Opening Date

07/28/2025

Closing Date

8/11/2025 5:00 PM Pacific

+ Description

+ Benefits

+ Questions

Position Description

Are you a strategic leader with a deep understanding of business customer needs and a passion for economic development? Do you excel at building relationships, driving operational excellence, and fostering a high-performing team? If so, we invite you to apply for the Business Customer Resources Manager position.

Tacoma Public Utilities (TPU), encompassing Tacoma Power, Tacoma Water, and Tacoma Rail, is seeking an experienced and dynamic leader to serve as our Business Customer Resources Manager. This role is responsible for shaping and executing the strategy for all retail business customers across our operating divisions. You will be the subject matter expert and public liaison for economic development inquiries, industrial and large customer relations, and the primary driver of exceptional business customer experiences.

Our ideal Business Customer Resources Manager is a visionary leader with a deep-seated commitment to customer success and regional economic vitality. Your exceptional communication and relationship-building skills allow you to serve as a compelling public liaison, advocating for TPU and fostering strong partnerships within the economic development community. Furthermore, you are a hands-on manager who empowers and develops your team, fostering an environment of continuous learning and operational excellence. If you are passionate about making a tangible impact on the business landscape of our community and are ready to lead a critical function within a respected public utility, we encourage your application.

This position will work a full-time schedule Monday through Friday, and will have occasional evening and weekend work. A partial telework schedule may be available; however, a minimum of three days of in-office work per week is expected.

Key Responsibilities:

+ Strategic Leadership: Develop, gain approval for, and lead the implementation of TPU's business customer segment strategy. This includes programs for industrial, large, and small-to-medium business (SMB) accounts, oversight of the Business Solutions call center, and the utilities' economic development program. Drive the achievement of strategic objectives and business unit goals, including reporting on progress, overseeing performance metrics, and recommending policy or procedural updates.

+ Team Management & Development: Lead and mentor a team of five direct reports, including four Account Relationship Managers and a Principal Business Customer Service Analyst who oversees a team of six customer service representatives. Responsible for hiring, performance evaluations, and coordinating training to foster a continuous learning and development culture. Ensure successful resolution of business customer transactions, effective implementation of new policies and rates, and strong economic development stakeholder management.

+ Economic Development & Public Liaison: Serve as the single point of contact for all economic development inquiries and organizations for TPU. Prioritize responses, determine engagement levels, prepare correspondence, and represent TPU at public meetings, including presentations to the Public Utility Board, City Council, and community groups. Provide essential economic development support to internal managers and departments, identify opportunities, and act as a liaison for external parties to resolve issues or inquiries related to utility services.

+ Market Analysis & Insights: Lead complex analytical work related to utility business and industrial customers within TPU's service territory. Identify segment trends, gather market intelligence, and develop recommendations for senior leadership regarding business segments. Facilitate the presentation of findings to leadership across Tacoma Water, Tacoma Power, Tacoma Rail, and the Director of Utilities, leading the implementation of processes based on executive decisions.

+ Business Expansion & Retention: Identify business expansion, relocation, and investment opportunities within TPU's service areas. Collaborate with the City of Tacoma's Director of Community & Economic Development, providing data and analysis for retention and expansion efforts. Collect relevant site data related to utility services, assess alternative courses of action, and lead the implementation of projects or programs with service divisions.

+ Departmental Contribution: Participate in strategy development, including providing recommendations for business unit goals and objectives. Contribute to department financial activities, including budget development and procurement, and administer the business unit budget, authorizing expenditures.

Qualifications

Minimum Education*

Bachelor's degree in public or business administration, marketing, mathematics, statistics, economics or directly-related field

Minimum Experience*

6 years of progressively responsible analytical and/or program coordination/management work in area related to assignment (economic development/account management) including 1 year prior at supervisory level

*Equivalency: 1 year of experience = 1 year of education

Desired Qualifications

+ Experience in the utility industry and customer experience

Selection Process & Supplemental Information

City of Tacoma Commitment to Diversity and Inclusion

Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play .

The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.

Apply

Interested individuals should apply online and attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position.

Reference checks will be conducted on final candidates and appointment is subject to passing a background check.

Communication from the City of Tacoma:

We primarily communicate via e-mail during the application process. E-mails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders.

If you have any additional questions regarding this position, please contact the Human Resources Department at 253.591.5400 before 4pm on the closing date of this posting.

The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.

Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.

Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.

Vision Coverage: For eligible employees and their eligible dependents.

Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.

Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.

Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.

Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200.

Other Employment Information

Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.

Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.

Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.

Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.

01

Do you have an equivalent combination to a bachelor's degree in public relations, communications, marketing or directly related field and 6 years of public information, community engagement/outreach and/or marketing experience including 1 year prior as supervisor or manager? *Equivalency: 1 year of experience = 1 year of education

+ Yes

+ No

02

Tell us about a time you had to influence or gain buy-in from senior leaders or other departments on a new strategy or significant change impacting customers. What was your approach to securing their support?

03

One of the City's Principles that guides us is Equity. Describe what equity means to you and describe any experience you have working with diverse groups of people.

04

Please tell us how you learned about this job opening.

+ Job Interest Card notification

+ Professional organization

+ Military organization

+ City of Tacoma employee

+ Online job board posting

+ Word of mouth

+ LinkedIn

+ Tacoma Training & Education Program (TTEP)

+ Indeed

+ Facebook

+ Instagram

+ Careers in Government

+ Government Jobs

+ Outreach Event

+ National Diversity Network

+ African American Job Network

+ Disability Job Network

+ Asian Job Network

+ Latino Job Network

+ Retirement Job Network

+ LGBT Job Network

+ Veteran Job Network

+ Other

05

Please provide specific information regarding how you learned about this job opening. Thank you, your feedback will be used to evaluate our success reaching the public and refine our methods for future job postings.

Required Question

Employer

City of Tacoma

Address

Human Resources Department 747 Market Street Tacoma, Washington, 98402-3764

Phone

253-591-5400

Website

http://www.tacoma.gov

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