Under nominal direction, the Customer Care Services Director provides senior-level leadership for staff and programs related to the City of Austin’s 311 information call center. The City of Austin’s 311 Call Center operates 24/7 365 days a year. Provides strategic management oversight, leadership, and accountability for customer-facing assigned departments. Analyzes, evaluates, and directs implementation activities of the “Best-in-Class” for integrated services, systems, and programs. Oversees operations and program and policy development, including internal and external communication coordination, for assigned areas. Develops and monitors Operations and Maintenance (O&M) and Capital Improvement Project (CIP) budgets and