Director - Branch Operations & Customer Experience

Do you want to shape the future of public service in the legal field? Then this opportunity is for you!

The Clerk of the Circuit Court & Comptroller’s office is seeking a Director of Branch Court Operations & Customer Experience. This role is responsible for the overall strategic planning, development, evaluation, and direction of operations for the four Branch locations and Customer Experience. The branch locations include North County - Palm Beach Gardens, Mid County - Royal Palm Beach, West County - Belle Glade, and South County - Delray Beach.

This position oversees management, legal, fiscal, statewide reporting, project management and human resources functions, and ensures the quality and integrity of all services provided, cost and resource efficiency, application of current technologies, and compliance with all statutes, rules, Administrative Orders and court procedures as they apply to clerk duties and responsibilities. Employees in this classification may represent the Clerk of the Circuit Court & Comptroller on various statewide committees and throughout the community.

The mission of Court Operations is to serve the needs of the Courts, legal community and citizens of Palm Beach County through ethical values, personal service, integrity, transparency, and technology to achieve an unmatched level of efficiency and customer satisfaction.

The position requires an individual with a strong sense of urgency and commitment to public service, is comfortable working in a fast-paced environment, is passionate about providing outstanding customer service and desires a challenging and rewarding career.   In addition, the successful candidate will have a solid understanding of relevant legislative policies, statutes, administrative orders and Florida Court Systems, including e-filing requirements.

Why work for us?

Clerk Benefits - We offer superior health care plans with lower cost, competitive retirement and pension plans, which include the Florida Retirement System and an optional 457 deferred compensation plan, generous paid time off and paid holidays.

Clerks for a Cause - We are committed to making Palm Beach County a great place to live and work by supporting local charities that improve the quality of life of our residents.

Clerks for Wellness - Our nationally recognized wellness program improves the physical, emotional and financial health of our employees. The program features a variety of wellness opportunities and events, including regular lunch and learn workshops, lifestyle challenges, training events and one-on-one meetings with financial planning experts. 

Examples of Essential Functions

Oversees all branch locations; travels to all branch locations on a weekly basis.

Oversees the development, management, and implementation of customer experience strategy for the Clerk of the Circuit Court & Comptroller.

Plans development, implementation and maintenance of policies, processes and programs relating to Court Services through work with department managers and key internal and external stakeholders.

Ensures that operational and administrative functions are handled according to statutory and organizational directives through work with department managers, executive management and legal counsel.

Performs data analysis and strategic planning regarding the development of court services departments, court services personnel, customer’s experience, and overall Clerk & Comptroller objectives.

Plans, develops and implements key court services technological initiatives for the improvement of both internal and external customer experience in consultation with executive management, department managers, information technology staff, external agencies, and vendors.

Reviews current floor plans and provides analysis of functions to better serve customers.  Oversees projects that consolidate or relocate services to improve customer service satisfaction.

Works closely with the Communications Department on customer surveys, signate, wait times, and other customer interactions.   Provides review of the external website to ensure ease of use for customers.

Communicates organizational policies, goals and objectives to staff under charge and works with department managers to review staffing levels and organizational structure for effective work performance and efficient resource allocation.

Performs personnel management duties, i.e., supervising, training, hiring, disciplinary action, counseling, performance evaluations, recommending transfer, promotion, and employment separation.

Prepares department annual operating, capital and supplemental budgets; monitors departmental budget activity to ensure proper use and allocation of funds; requests budget transfers to cover shortages in budget line items; performs quarterly asset inventory; ensures proper use and custody of Clerk of the Circuit Court & Comptroller assets.

Maintains current knowledge of trends and legislative developments concerning court services functions for future application and implementation.

Consults with executive management and legal counsel regarding policy and procedure development, personnel issues, pending litigation, facility needs and plans, and matters concerning needs or operations of court services.

Conducts meetings with court services department staff to identify concerns; meets with managers both individually and as a team to identify concerns, plan, and implement processes to meet organizational objectives.

Participates in organizational strategic planning and directs court services departments to achieve strategic objectives.

Confers with stakeholders, including the judicial branch, Florida Bar, Florida Association of County Clerks and Comptroller, and the general public to plan development of court technologies, programs and processes.

Typical Qualifications

Bachelor’s degree in Public Administration, Business Administration or related field, supplemented by ten (10) years of recent and relevant work experience is required, as outlined below; or in lieu of a bachelor’s degree, four (4) years of direct work experience and six (6) years of supplemental work experience is required.  Direct work experience includes working within a Court System that provides broad knowledge and expertise of management and court services functions, automated data and records management systems, with demonstrated analytical, reporting and communication skills, and demonstrated knowledge of processes, policies, procedures and statutory/regulatory standards governing the Florida court system, as well as performing personnel management duties (i.e. supervising, training, hiring, disciplinary action, counseling, performance evaluations, recommending transfer, promotion, separation). 

Advanced degree or Juris Doctorate and experience at a large organization preferred. Previous Clerk of Court experience preferred.