City Administrator Carmen Chu announces Rylan Keogh as Director of SF311

SAN FRANCISCO, CA---Today, City Administrator Carmen Chu announced the appointment of Rylan Keogh as the City and County of San Francisco’s Director of SF311. Keogh most recently managed customer service operations as the Head of Advertiser and Seller Experience at Meta and served as Senior Director of Customer Service Operations Support at Lowe’s Companies, Inc.

SF311 is San Francisco’s official customer service center that provides information and assistance to residents, visitors, and businesses 24/7, 365 days a year via phone, web, and mobile app. 311 assists customers in over 160 languages, and its mobile app is available in Chinese, Filipino, Spanish, and English. Last year, SF311 received 934,000 service requests from the San Francisco community.

“Keogh’s expertise in delivering for customers and enhancing user experience will strengthen SF311’s mission to provide a world-class customer service and information center for San Francisco,” said City Administrator Carmen Chu. “I look forward to working with Rylan as he brings his creative and results-driven approach to spearhead the work of SF311 as it continues to be the first line of communication between City departments and the public.”

Rylan Keogh brings over 15 years of experience in customer service and operational management to his new role as Director of SF311. Since 2022, Keogh has served as Head of Advertiser and Seller Experience at Meta, where he managed operational support for Meta’s advertisers and commerce business users. He oversaw the implementation of call center technologies to assist customer service agents in providing quality support to business users across the globe. Under his leadership, Meta established an innovation center to develop customer service improvements that were adopted globally, strengthening the experience for both clients and employees.

Before joining Meta, Keogh served as the Senior Director of Customer Service Operations Support at Lowe’s Companies, Inc. Over nearly 14 years, Keogh played an instrumental role in improving Lowe’s customer support, including building the voice-of-customer program which converted customer interactions into data. He established a process to provide leadership with regular reports that helped align strategy across the organization.

“It’s an honor to join the City and County of San Francisco,” said Rylan Keogh. “The 311 Customer Service Center touches almost every aspect of daily life and is a vital resource for San Franciscans. I’ve spent my career building and leading teams that help people navigate challenges and concerns with care, and I’m excited to bring that experience to the 311 team. I look forward to working with City leaders, staff, and community partners to ensure our residents, businesses, and visitors are heard and supported.”

Keogh succeeds Acting Director Kevin Dyer, who stepped up to this role following the retirement of previous Director Nancy Alfaro, who had served since 2008. As Acting Director, Dyer led the implementation of SF311’s Enhanced Knowledge Base resource tool, which helped customer service representatives provide accurate information more quickly to the public. As Deputy Director, he has supported 311’s operations team through numerous systematic improvements, including upgrading 311’s customer service management system entirely to the cloud earlier this year.

Keogh is passionate about centering the customer and developing direct lines of communication with stakeholders. He holds a bachelor’s degree from the University of North Carolina at Greensboro. His appointment is effective on January 5, 2026.