"Alerted.org

Customer Experience Supervisor

Print (https://www.governmentjobs.com/careers/missoulacity/jobs/newprint/5189253)

Apply



Customer Experience Supervisor

Salary

$60,923.20 - $66,955.20 Annually

Location

Missoula, Montana

Job Type

Regular, Full-Time

Job Number

00630

Department

Parks & Recreation

Division

P&R Aquatics

Opening Date

01/07/2026

Closing Date

2/1/2026 11:59 PM Mountain

+ Description

+ Benefits

+ Questions

Overview

Missoula Parks & Recreation is hiring a Program Supervisor – Customer Experienceto help create welcoming, positive experiences for community members using our parks, programs, and facilities. This role combines frontline customer service leadership with staff supervision, operational oversight, and program coordination across multiple locations.

S creening of applications will begin on Monday, February 2, 2026 . It is in your best interest to apply before this date.

To Apply : All applicants must submit a City of Missoula application .

Resumes will not be reviewed. All details should be entered on the application.

** The wage range posted is the starting range for the Customer Experience Supervisor position and will increase each year for longevity and cost of living adjustments.

The full wage range: $29.29/hr - $34.19/hr

Essential Functions

All Positions:

+ Train and provide daily supervision of assigned staff, including developing workflow and schedules, monitoring performance; assist in the hiring, onboarding, evaluation, and discipline process; work to correct deficiencies and build strengths within team members; review, update, and propose job descriptions for program positions.

+ Review, enter, and approve employee timecards and payroll data into the City’s payroll system to ensure accuracy in accordance with established deadlines and polices.

+ Enforce City policies, procedures, and code of conduct standards.

+ Oversee program and event schedules, facility rentals, concessions, participant communication, marketing and community outreach, on-site evaluations of programs and special events, including coordinating volunteers for events and other programs, as necessary.

+ Develop proposed program budgets, and fee schedules; apply for and administer grants.

+ Monitor adherence to safety and risk management policies and procedures; assist with coordinating safety and training for aquatics, facilities, and recreation programs.

+ Conduct follow-up evaluations with program participants and staff; assess program success rates and recommend future changes; develop and implement various measurement tools for evaluating programs.

+ Oversee safety and sanitation of facilities and equipment, including maintenance, repair, and custodial management, to ensure cleanliness and safety for participants and staff; manage inventory and purchase equipment and supplies.

+ Oversee invoicing for user groups, organizations, and/or outstanding balances relevant to program area of focus.

+ Prepare and analyze various statistical reports from program areas to better develop customers understanding and program needs to assist the manager in making informed decisions.

+ Organize and assist with department policies, goals and objectives, including reviewing operations, recommending and implementing organizational and/or procedural changes, etc.

+ Prepare a variety of reports, correspondence, and other documents.

+ Perform other duties as assigned, based on training and qualifications.

Customer Experience:

+ Greet and provide customer service to patrons, by phone and in person, regarding Parks & Recreation services, and opportunities, including rules and regulations.

+ Process cash and credit card payments, refunds, and activity transfers; reconcile cash irregularities and daily cash-outs; oversee daily deposits and work out discrepancies with the Finance Department and Customer Experience Manager.

+ Manage and maintain the back end of Parks & Recreation phone line.

+ Assist with maintaining customer experience technology to ensure smooth operations, proper connections, and regular software updates for point-of-sale, credit card readers and other associated peripherals.

+ Compile, create and organize front desk manuals, materials, and documents.

+ Maintain inventory and purchase of office supplies for all facilities.

+ Schedule and lead staff meetings.

+ Plan, coordinate, and oversee food and beverage programs at multiple locations to ensure compliance with health, safety, and operational standards.

Knowledge, Skills and Abilities

All positions:

+ Knowledge of the principles and practices of public administration, including budgets, planning, program development, fundraising, and supervising and training staff and volunteers.

+ Knowledge of, and ability interpret and promote, departmental safety considerations, City safety policies, OSHA standards and guidelines, and the Americans for Disabilities Act.

+ Knowledge of, or the ability to learn, the functionality and efficiency of the recreation software.

+ Skill in using various computer software and databases, including Microsoft 365, various GPS, GIS systems, and the ability to learn job specific applications and equipment.

+ Skill in managing multiple projects with shifting priorities and timeline demands.

+ Skill in organization, time management, and prioritizing with the proven ability to have keen attention to detail and accuracy in performing work with adherence to strict deadlines.

+ Skill in maintaining indoor recreation facilities, limited to working with contracted building managers or contracted services.

+ Skill in navigating and executing the City’s fleet management and online repair systems.

+ Skill in safely operating various tools and other job-specific equipment.

+ Skill in overseeing and scheduling the day-to-day activities of a team.

+ Skill in communicating, in person and writing, with the proven ability to establish and maintain positive working relationships with diverse individuals.

+ Ability to write and administer various technical reports and grants.

+ Ability to research, analyze, and provide solutions to various situations.

+ Ability to follow oral and written instructions, while working independently with minimum supervision.

+ Ability to maintain current knowledge, developments, and trends related to specific areas of focus and/or assigned projects.

+ Ability to maintain and exhibit integrity and discretion in handling confidential and sensitive information.

+ Ability to maintain and foster a culture of professionalism, adhere to departmental and City standards and specifications, and support a positive team environment.

+ Ability to resolve conflict with facilitating outcomes while maintaining a calm demeanor.

+ Ability to adapt to challenges quickly, efficiently, and safely, including assuming a leadership role in emergency situations.

+ Ability to learn City and departmental policies, procedures, and practices.

Customer Experience:

+ Knowledge of basic office and cash management policies, procedures, and practices, including point-of-sale, cash handling, reconciliation, and daily deposits.

+ Knowledge of food preparation and sanitation requirements.

+ Knowledge of waterpark & pool facility safety procedures, policies, and practices.

+ Skill in multitasking in a fast-paced environment, while providing effective customer service.

+ Skill in coordinating schedules for various staff and programs.

+ Skill in creating desk manuals, and various other documents and materials.

+ Ability to participate in a customer focused and team-oriented environment, contributing as lead and collaborator, when necessary.

Working Conditions:

+ Position requires the ability to lift and carry 50 lbs. or less.

+ Work environment may involve occasional exposure to unavoidable weather conditions, occupational hazards, uneven terrain, and physical risks, which require following basic safety precautions.

+ Position involves substantial contact with citizens and considerable travel from site to site.

Qualifications and Additional Application Materials

All Positions:

+ Any combination of education and experience equivalent to six (6) years of recreation management, resource management, experience management, aquatics, recreation program lead experience, or another relevant field.

+ Must have a valid Montana driver's license with a verified acceptable driving record, or the ability to obtain within 60 days of hire.

+ Will be required to pass a fingerprint background check, if 18+ years old and working with youth.

+ Supervisory experience, preferred.

Customer Experience:

+ Must have basic CPR certification, or the ability to obtain within six (6) months of hire.

+ Recreation or Special Event program experience, preferred.

The City of Missoula does not sponsor employment visas (e.g., F-1, H-1B, TM). Applicants must be authorized to work in the United States on a full-time basis at the time of application.

This summary outlines the benefit programs; actual benefits may vary depending on bargaining unit and employment status.

The City of Missoula will reward your contributions to our community with competitive compensation and generous benefits, including but not limited to:

+ Market-Competitive Salary

+ Work/life balance, including the possibility of flexible schedules and remote work opportunities

+ $0 premium for health and dental coverage for employees and affordable premiums for family coverage

+ $10,000 Employer-sponsored Accidental Death and Dismemberment Life Insurance Policy

+ Options for supplemental life, disability, critical illness, and accident

+ Constitutionally guaranteed retirement plan (http://mpera.mt.gov/) with the City contributing 8.77% of salary on your behalf and the ability to contribute to a supplemental deferred compensation program

+ Generous paid vacation, sick leave, and holidays

+ Pre-tax flexible spending accounts

+ The City of Missoula may qualify you to receive student loan forgiveness under the Public Service Loan Forgiveness. Look here (https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service) to learn more and understand whether you may be eligible.

Additional benefits package information is available here (https://www.ci.missoula.mt.us/DocumentCenter/View/53956/Benefits-at-a-Glance?bidId=) .

01

What is your experience with scheduling multiple staff at multiple facilities?

02

What is your experience with hiring, training, and daily supervisor of staff?

03

How many years of experience do you have with Recreation Management Software Systems?

Required Question

Employer

City of Missoula

Address

435 Ryman Street

Human Resources

Missoula, Montana, 59802

Phone

406-552-6130

Website

https://www.ci.missoula.mt.us/

Apply

Please verify your email addressVerify Email