What was your first job, and what did it teach you?

I worked for a toy store in Houston, TX, where I grew up. It was the greatest job I ever had! I put together toys for display, rang people up, and wrapped gifts. What it taught me — beyond incredible gift-wrapping skills — was true customer service. Whether it was parents shopping for special gifts or a 9-year-old who had saved up $14, I learned to engage with the customer regardless of how much they were spending.

What have you learned to do differently as you’ve moved into more senior roles?

I’ve learned — and am still learning — to resist the urge to dictate the means by which things get done. I’m more adept now at focusing on the outcome. I used to be far more prescriptive. But now I know: if you’re a senior leader, how can you figure out the how? And together we can aim for a shared end goal.

Who is someone who’s had a big influence on your career?

I was fortunate to work for the same City Manager for 17 years. She hired me when I was in my early 20s, fresh out of grad school, and watched me grow. By the time I left, I was her Deputy. She saw talent in me before I saw it in myself. And she was very open about things she did well and things she did poorly. She was vulnerable before that was a buzzword. Good leaders often readjust, and she modeled the humility and maturity it takes to do that.

When did you start thinking about using your skills for public service?

I knew in college that the public sector was where I was going. Both my parents are public servants — my father in the military and my mother as a public school teacher. Doing things for your community, making your tiny slice of the world a little better — that was our ethos. And local government in particular called to me. Government can be a force for good in people’s lives.

What strategies do you employ to manage through difficulty?

First and foremost, I get people who are experts. Then I get really organized. I get rid of anything that is an unnecessary drain on my time and energy. I get very clear about priorities.

What’s a big challenge you’ve taken on as a leader?

Here in Des Moines, we had a beloved community jewel owned by private entity. The city had some jurisdiction, but no authority over how it was developed. The use case was going to change, and my duty was to help the community recognize what they could control and what they couldn’t. And to help us all accept that communities change and evolve.

What’s the best career decision you ever made?

When I left Cedar Park, Texas, my family, the organization, and my boss were all surprised. I was considered a lifer. But the voice inside me said I was ready for a new challenge. That led me to relocate 3,000 miles away to a completely different place! Listening to my instincts was the key.

How do you organize your time?

To start, I have a paper to-do list that I live by — it’s attached to me. Second, I block out the first and last hour of every day. Sometimes those hours get filled, but they start out blocked, so I can get organized up front and plan ahead at the end. Finally, I hold sacred that 6-8:30 p.m. window for my husband and my 3rd grader.

What’s a good outcome for you in the year ahead?

We’re working on our strategic plan, and the core is about us synthesizing around a handful of priorities. If I can get to December 31 and I can tell you in one sentence what our priorities are and the progress we’re making on them, that will be a successful year.

Finish this sentence: People would be surprised that I….

…am an amazing speller! I’ve won multiple spelling bees and can even spell words I don’t know the definition of.