Director of Customer Experience and Services

Springfield Utility Board is recruiting for a Director of Customer Experience and Services

DIVISION: Customer Service 

REPORTS TO: CEO/General Manager

STATUS/HOURS: Exempt / Non-Union / Full Time / M - F / 8:00 – 5:00

SALARY: $14,743.74/month - $17,244.94/month  (position will start at $14,743.74/month)

POSTING DATE: Tuesday, November 10, 2026 

CLOSING DATE: Tuesday, November 24, 2026 at 5:00 p.m. 

WORK LOCATION: This position is on-site at our 250 A Street Springfield, OR  97477 location.

JOB DESCRIPTION 

Please visit our website at Class Specifications | Director of Customer Experience and Services | Class Spec Details to read the Director of Customer Experience and Services job description prior to applying for this position to learn the Major Responsibilities of the position and the required Minimum Qualifications. The job description also lists the Physical and Mental Requirements for the position. 

MINIMUM QUALIFICATIONS

Experience

• Minimum of ten (10) years of progressively responsible experience in customer service, customer experience, customer operations, communications, community relations, customer programs, marketing, or related business functions.
• Minimum of five (5) years of executive or senior management experience leading customer service, public information, and/or related functions. 
• Minimum of five (5) years of experience supervising professional, technical, or administrative staff, including performance management, staff development, and operational oversight.
• Demonstrated experience developing and administering departmental operating and capital budgets.
• Demonstrated experience leading customer-focused initiatives, organizational change efforts, business process improvements, or technology implementations.
• Preferred experience in utilities or a similarly complex service delivery organization of comparable size and scope.

Education/Licenses/Certifications 

• Bachelor's degree in Business Administration, Public Administration, Communications, Marketing, or a closely related field. An equivalent combination of education and progressively responsible executive-level experience may be considered.
• Master's degree in Business Administration (MBA), Public Administration (MPA), Communications, or a closely related field preferred.
• Completion of ICS 100, ICS 200 and PIO training certifications within six months of hire. 

SUBMITTING YOUR APPLICATION MATERIALS 

The following application materials are required: 

1.  Applications can be submitted online at: Current Job Opportunities | Sorted by Job Title ascending | Springfield Utility Board Careers (governmentjobs.com)

2. Cover Letter
3. Resume

SUB encourages all qualified individuals to apply. SUB is committed to cultural diversity, equity and inclusion, and does not discriminate on the basis of any protected status, including disability and veteran status. 

What to Expect from our Selection ProcessApplicants are screened based upon their relevant knowledge, abilities, skills, qualifications, experience, education and training. Information related to education, certification/licensures and experience must be verifiable on your application to be given credit. Avoid referencing your resume in the job duties section of the application. Incomplete applications may be disqualified. The selection process varies according to the position and can include but is not limited to supplemental questionnaires, written or skill tests, interviews, and job-specific assessment processes. All testing and selection processes will be done in accordance with the Oregon Veterans’ Preference in Public Employment Law. In addition, reference checks, driving record checks and criminal background checks may be required dependent on the position. Specific positions also require applicants to have an Oregon driver’s license, physical examination and/or a drug test prior to employment.

NOTE: This announcement is intended as a general recruitment guide and is subject to change. It does not constitute either an expressed or implied contract.

ABOUT SUB
Springfield Utility Board is an independently operated municipal electric and water utility governed by a locally-elected board. Serving 25+ square miles in and around the City of Springfield, Oregon (pop. 55,000), the utility offers its customers some of the lowest water and electric rates in the Pacific Northwest. SUB is a customer-owned community resource. Like other customer-owned utilities, SUB has a three-pronged mission: to provide excellent customer service, to keep rates low and affordable, and to support the community it serves. SUB achieves this because, unlike privately held utilities which look to provide profits to investors, SUB is owned by and responsible to the people it serves. And, because SUB is an independent agency, and not a department of the city, all of the rates paid go directly back into operating the utility.

SUB is a great place to work! Our employees are valued, respected and appreciated for their skills, knowledge and the diverse backgrounds that they bring to SUB. We’re proud of our talented employees and their accomplishments to make SUB the best and most cost-effective utility we can be!

THE COMMUNITY
Springfield is a family-friendly community located in the south Willamette Valley and nestled between the McKenzie and Willamette Rivers, both known for excellent fishing. The Eugene-Springfield metropolitan area is easily accessible by Interstate 5 and Oregon’s second largest airport. The region is home to several colleges, including the University of Oregon, and provides activities for a wide variety of interests, including performing arts, sports, and outdoor recreation. 

SUB’S MISSION

The Mission of the Springfield Utility Board is to provide safe, reliable, cost-effective utility related services to the citizens and businesses of the Springfield community.

In providing these services:

SUB’s five-member governing Board will require the principles of cost-effectiveness and continuous quality improvement to be applied to all programs, functions and projects conducted by SUB, in recognition of SUB’s long-term responsibility to deliver services.

In addition to providing the types of services that meet customers’ utility needs, SUB shall also strive to:

1. Keep the costs of its services affordable;
2. Provide for prudent financial reserves;
3. Ensure that all services offered and provided by SUB meet or exceed the community’s standards for quality & safety;
4. Continue to study opportunities and pursue options that provide value to SUB’s customers.

The Board believes that SUB’s mission is best accomplished through a strong team relationship between the Board and management. This partnership will provide consistency of purpose and direction to the organization and empowers employees to continue to build the kind of organization necessary to meet customers’ utility needs.