ATL311 Manager of Programs & Performance

Position open until 10/9/2026

Salary Range $82,000 – $95,000 annually

General Description and Classification Standards

The Manager of Programs & Performance serves as the operational and technology-focused leader within the Department of Customer Service (DCS)/ATL311, overseeing the Technology and Project Delivery functions within the Innovation, Performance, & Accountability (IPA) division. This role is responsible for leading the execution of technology initiatives, business systems enhancements, service improvement projects, and IT support operations that advance customer service delivery.

This position reports to the DCS Director of Innovation, Performance, & Accountability and acts as a key liaison between business stakeholders, vendors, and internal technical teams to ensure successful delivery of technology solutions and operational improvements.

Supervision Received

Receives general direction regarding strategic objectives, departmental priorities, and performance expectations. Works independently in planning and executing initiatives while collaborating with leadership on budget, policy, and operational alignment.

Knowledge Skills and Abilities This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

- Strong leadership and team management skills.
- Advanced project management and organizational planning capabilities.
- Strong understanding of IT service delivery and enterprise systems.
- Excellent communication, facilitation, and stakeholder engagement skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong analytical and problem-solving abilities.
- Proficiency in Microsoft 365, SharePoint, and project tracking tools.
- Ability to translate business needs into technical requirements.

Minimum Qualifications

Education and Experience

- Bachelor’s degree in Business Administration, Information Systems, Technology, or related field (Additional years of experience may be considered as a substitute for the required degree on an exceptional basis, with a minimum of nine (9) years of professional related experience.
- 2+ years of supervisory or managerial experience.
- 5+ years of experience in customer service, technology operations, or systems management.
- 3+ years of project management experience.
- Experience working with Customer Relationship Management (CRM) and Call Management System (CMS) platforms.
- Experience in reporting, systems analysis, or business systems support.
- Advanced proficiency in Microsoft Office Suite, and SharePoint.

Licensures and Certifications

None

Preferred Requirements

- Master’s degree in Business, IT, Public Administration, or related field.
- Experience with enterprise systems such as Microsoft Dynamics 365, Calabrio/Verint, AWS Connect, Accela, Hansen, or similar platforms.
- PMP, Six Sigma, or related certifications.
- Advanced proficiency in Power BI.

Work Environment

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.

Work Schedule

This is a hybrid role requiring flexibility to support operational needs outside normal business hours, including evenings, weekends, holidays, and emergency situations. The position requires both in-office and telework participation based on business needs.

The Manager of Programs & Performance is designated as essential personnel and may be required to work evenings, weekends, holidays, or extended hours during emergency operations, severe weather events, or other critical City events requiring DCS/ATL311 management support.

Lifting Requirements: Sedentary work : Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

It is the policy of the City of Atlanta (“COA”) that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department.

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law. We value and encourage diversity in our workforce.