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Massachusetts Municipal Association Logo Massachusetts Municipal Association · Public Sector

Director of Constituent Services

United States, Cambridge 80000.00 USD / Year · Job Posted January 18, 2026
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Job Description

The city of Cambridge is seeking a Director of Constituent Services for overseeing constituent support efforts and ensuring residents receive responsive, high-quality, consistent, and equitable service from the Mayor’s Office. Reporting to the Chief of Staff, this role will be the primary point of contact for constituents in need of direct case management services, particularly vulnerable members of the community and at-risk individuals and families. This position also works closely with other team members to identify emerging constituent needs, coordinate cross-departmental solutions, and represent the Mayor at some community events and meetings. Success in this role requires sound judgment, discretion, and a deep commitment to public service and community trust, Lead and oversee all constituent support channels, including email, phone, social media referrals, walk-ins, and other inquiries, and other tasks as assigned.

Job Responsibility

  • Overseeing constituent support efforts and ensuring residents receive responsive, high-quality, consistent, and equitable service from the Mayor’s Office
  • Be the primary point of contact for constituents in need of direct case management services, particularly vulnerable members of the community and at-risk individuals and families
  • Work closely with other team members to identify emerging constituent needs, coordinate cross-departmental solutions, and represent the Mayor at some community events and meetings
  • Lead and oversee all constituent support channels, including email, phone, social media referrals, walk-ins, and other inquiries, and other tasks as assigned

Requirements

  • Bachelor’s degree and three years of professional experience in constituent services, case management, community engagement, or a related public-facing role
  • or any equivalent combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential duties of the job
  • Knowledge of municipal services, housing programs, and community-based resources
  • Strong work ethic and ownership
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