Raleigh Planning and Development is seeking an Assistant Director to lead the department’s newly formed Project Support and Strategy Division. This position will provide oversight over the department’s new Project Support program, as well as leadership to its strategic and operational business units, including finance, technology, communications, learning, and administration (collectively “Strategy”). The Project Support role directs the department’s overall customer service strategy and ensures that customer service practices are consistent throughout departments involved in development review. This position is expected to drive a management team to deliver high-quality, timely, predictable, and customer-oriented outcomes associated with Planning and Development goals.
About You:
The ideal candidate will have exceptional customer service and problem-solving skills, and maintain effective working relationships with staff, other departments, elected officials and the public. Candidates must be highly effective in team building and leadership including consensus-building, facilitation, conflict resolution, and gaining cooperation among diverse interest groups. Excellent project management skills, including skill in planning, organizing, evaluating, analyzing problems, making decisions, time management and implementation plans will make you successful in this role. Qualified candidates will clearly exemplify the City’s organizational values of Accountability, Collaboration, Equity, Ingenuity, and Integrity.
About Us:
Raleigh has a long history of planning, from its intentional establishment as the Capital of North Carolina in 1792 to its growth into the second largest city in North Carolina. We have grown from our initial William Christmas-planned 400-acre grid to over 150 square miles of corporate limits supporting a population of over 500,000. Raleigh Planning and Development oversees the development process throughout more than 180 square miles of corporate limits and planning jurisdiction; from the legislative beginning of the process including maintaining the City’s Comprehensive Plan and Unified Development Ordinance; through to completion of individual buildings, including site planning reviews, building permit issuance, and inspections.
Planning and Development has a vision “to partner with the community to plan for and develop a safe and sustainable built environment supporting a healthy and prosperous Raleigh.” This vision is supported by the City’s Comprehensive Plan, maintained by our department, as well as our mission “to provide timely, predictable, and customer-oriented services,” which is a key focus area of this role.
Duties and Responsibilities
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.
This Assistant Director position will play a key leadership role in ensuring consistent customer support throughout the development process, as well as coordinating the department’s business needs and serving as expert support to the Planning and Development Department Director.
A principal responsibility of this position is to provide overarching direction for the execution of the division’s Project Support and Strategy objectives. This includes ensuring that customer service escalations are effectively managed across matrixed departments; overseeing the preparation of after-action reviews to identify and implement process improvements; supporting teams engaged in the development review process through technical issue resolution and structured training; developing Memoranda of Understanding (MOUs) with partner entities and directing the process enhancements required under those agreements; and advancing the City’s transition toward a centralized customer care model in coordination with the Public Service Center and the Customer Relationship Management (CRM) program.
Additionally, this position oversees the department’s ongoing business and strategic needs, ensuring strong support from all internal business functions. The role focuses on coordinating the department’s business planning efforts and keeping them aligned with the City’s Strategic Plan and any emerging initiatives. In practice, this means guiding and supporting the work of several business units, including Finance, Business Operations, Records, Data and Technology, Strategy and Process Improvement, Learning and Internal Development, and Communications and Engagement.
Expected duties and responsibilities include:
- Plans, manages, and administers the operations of the Project Support & Strategy Division, with emphasis on advancing the Department’s Customer Experience & Project Support priorities, coordinating with partners in the development review process, and supporting the Department’s business operations
- Identifies, develops, implements, and maintains processes and practices that promote effective, comprehensive, and meaningful customer service
- Coordinates and oversees the implementation of division programs and initiatives; participates in policy development; and ensures that division operations align with the Department’s strategic plan, mission, and vision
- Directs preparation and monitoring of division and department accounting, budget, and fiscal operations
- Guides, reviews, and approves work-process changes; monitors service quality and compliance with applicable regulations, standards, codes, policies, and business requirements; and identifies and implements process improvements to optimize resources and deliver high-quality customer service
- Provides technical guidance; monitors and evaluates projects and processes; conducts research on specialized and technical matters; analyzes and resolves complex and sensitive issues; responds to escalated customer concerns; and develops, negotiates, and implements initiatives and solutions
- Serves as a representative and advisor to management, City officials, boards, commissions, authorities, external agencies, the public, and other organizations on matters related to assigned responsibilities; attends and facilitates meetings
- Receives and facilitates resolution of client concerns through collaboration with City staff, members of the development community, and community residents
- Supervises, manages, and evaluates assigned staff; makes decisions regarding hiring, discipline, and termination; prioritizes and assigns work; develops and oversees employee schedules and approves leave; provides and/or coordinates training and development; addresses employee concerns and problems; administers appropriate corrective actions; completes performance evaluations; recommends starting salaries and salary adjustments; and serves as liaison between employees and management
- Conducts occasional site visits, field inspections, community meetings, and interdepartmental coordination activities which will require the of a City vehicle
Typical Qualifications
Education and Experience:
Bachelor's Degree in Urban, Regional, or Community Planning, Urban Affairs or related field; 7 to 9 years' experience in supervisory or managerial level public sector planning, zoning, economic/community development, or related work
OR
Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted
Licensing and Certifications:
- Valid North Carolina Class C Driver’s License with a satisfactory driving record, or the ability to obtain within 60 days of hire
Preferred Qualifications:
- American Institute of Certified Planners Certification (AICP)
