Dir, Customer Account Mgmt - Quality Management

City of Austin; Austin (TX); On-site; USD 139,000 - 178,000; Full time

Benefits offered by this job

Health and welfare benefits

Retirement plan

Sustainable transportation options

Wellness programs

Career development opportunities

Modern workspaces

Job summary

The City of Austin seeks a Director of Customer Account Management to oversee meter-to-cash operations, budgets, and policy development. This role leads cross-functional teams, optimizes customer experiences, and ensures regulatory compliance across finance, billing, and service channels.

Responsibilities include strategic planning, contract management, and performance measurement to drive improvements in customer service and operational efficiency.

Qualifications

• Bachelor’s degree in Business or related field and seven years of related experience, including two in a managerial/executive role.
• Master’s degree may substitute for two years of non-managerial/executive experience.
• Licenses and Certifications: None.

Responsibilities

• Provide strategic management oversight, leadership, and accountability for meter-to-cash departments.
• Oversee operations, budgeting (O&M and CIP) and policy development for assigned areas.
• Develop and monitor budgets, respond to deviations in cost/timeline, and ensure data-driven decisions.
• Manage contract oversight, SLAs, and vendor performance metrics.

Skills

Strategic leadership

Budget oversight

Data analytics

Contract management

Process improvement

Communication skills

Team development

Education

Bachelor’s degree in Business or related field

Master’s degree may substitute for 2 years of non-managerial experience

Tools

Data systems and reporting tools

Job description

Director, Customer Account Management

Purpose: This position enhances the customer experience through providing operational oversight and strategic leadership in any of the following areas: Bill Production and Support, Pay Channels, Branch Operations, Credit and Collections and/or Quality, Process Improvement, and Training.

Duties, Functions and Responsibilities: Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned. Provides strategic management oversight, leadership, and accountability for meter-to-cash assigned departments. Analyzes, evaluates, and directs implementation activities of the “Best-in-Class” programs and technology applicable to assigned areas. 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 responds to any deviations from the approved cost/timeline and milestone activities. Provides audit oversight for the accuracy, effectiveness, efficiency, and reliability of operations. Bears responsibility for providing operational contract management oversight. Negotiates and manages performance measurements for contracts for services provided by vendors. Bears responsibility for service level agreements with other City of Austin departments and fosters positive interdepartmental relationships. Promotes confidence and public trust through education, communication, and working collaboratively to build internal and external relationships. Ensures compliance with Local, State, and Federal regulations and oversight bodies, processes, and procedures. Oversees the development, use, and maintenance of data, metrics, and statistics to develop strategies for increasing customer experience and operational efficiency. Bears responsibility for creating a culture that regards safety and customer service paramount to operations and customer service delivery. Provides recommendations and guidance in technology requirements gathering, testing, implementation, and maintenance of systems supporting core functions.

Responsibilities - Supervisor and/or Leadership Exercised: Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.

Knowledge, Skills, and Abilities

• Knowledge of accounting and/or audit practices and reporting concepts.
• Knowledge of quality improvement and project management methodologies.
• Knowledge of applicable Federal, State, and Local laws and ordinances.
• Knowledge of continuous improvement methodologies.
• Knowledge of applicable policies, practices, procedures, and standards.
• Knowledge of supervisory and managerial techniques and principles.
• Skill in development and implementation of customer facing programs.
• Skill in essential statistical and analytical reporting and problem solving.
• Skill in managing the collection and analysis of operational data.
• Skill in contract management, negotiation and monitoring.
• Skill in utilizing data systems and project management solutions to manage and report on operational activities.
• Skill in exercising innovative approaches to improve contact center operations and technology.
• Ability to effectively audit and forecast operational patterns.
• Ability to develop and lead training programs.
• Ability to develop and engage staff and create opportunities for professional growth.
• Ability to establish and maintain professional communication and working relationships with City personnel and the public.
• Ability to manage financial outcomes and find resolutions to address shortfalls.
• Ability to effectively communicate, both orally and written.
• Ability to handle hostile conflict and uncertain situations.
• Ability to quickly recognize and analyze irregular events.

Minimum Qualifications

• Graduation with a Bachelor’s degree from an accredited college or university with major course work in Business or in a field related to the job, plus seven (7) years of related experience, including two (2) years of which were in a managerial/executive capacity.
• Graduation with a Master’s degree from an accredited college or university may substitute for two (2) years of the non-managerial/executive experience.
• Licenses and Certifications Required: None.

Preferred Qualifications

• Director-level experience managing multiple second-level managers and varied work units in a gas/electric/water environment and customer-facing operations.
• Experience leading training and development staff supporting programs from entry level training, technical training and support, resource refreshers and compliance training.
• Experience overseeing high-level, high-visibility, cross-functional technology driven projects including application of project management principles and methodologies.
• Experience with applying data analytics to identify, create and implement programs to improve the customer experience, drive customer self-service, and ensure equity of program offerings.
• Experience managing multi-million dollar operating budgets and administering expenditures of budgetary funds.
• Experience managing contract and vendor relationships with measurable performance metrics and return on investment (ROI).
• Experience with multiple commodity (i.e. electric, water, gas) order to cash processes and systems within a utility or energy company.
• Experience with root cause analysis and application, or other problem-solving methodologies such as Lean Six Sigma.
• Experience utilizing employee benchmarking data to support and maintain a strong culture of employee programs.
• Experience utilizing benchmarking data and VOC sources to support and maintain a strong culture of customer experience.
• Advanced presentation and business writing skills appropriate to commissions, stakeholders and executive leadership, and the ability to deliver technical information to non-technical audiences.
• Artificial Intelligence (AI) proficiency with use case and application experience in a business environment.
• Experience with Incident Command structure and ability to support emergency events.

Benefits and Compensation

• Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more.
• Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
• Retirement Security: Plan for the future with the City of Austin Employees' Retirement System.
• Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure.
• Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support.
• Career Growth: Advance your skills and expertise with professional development and leadership opportunities.
• Modern Workspaces: Work in innovative and sustainable environments that foster collaboration and inspiration.

Starting salary will be based on overall relevant experience from your application.

Pay Range: $138,700 - $177,500 annually

Other Important Information

Work Location: 4815 Rutherford Lane

Work Schedule: Monday – Friday 8:00AM - 5:00PM

This position has been designated as an Essential Employee position. In the event of a City-designated emergency, Essential Employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees and ensure the continuity of essential operations. In such an emergency, Essential Employees may be called back in, may be required to modify their schedule, may be assigned to a City-designated work site, or may be retained on site to assist with operations and recovery. Work hours may include after hours, holidays, and weekends. Employee may be required to work additional hours outside of regular work schedule.

Travel: If you are selected for this position and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

EEO Statement for City of Austin

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call [phone] or Texas Relay by dialing 7-1-1.

Join the City of Austin Team

At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – that anchor our delivery of services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee. What Makes the City of Austin Special? Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation. Value and Innovation: Work in an environment where employees are valued and innovation thrives. Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits. Retirement Security: Plan for the future with the City of Austin Employees' Retirement System. Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure. Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support. Career Growth: Advance your skills and expertise with professional development and leadership opportunities. Modern Workspaces: Work in innovative and sustainable environments that foster collaboration and inspiration. By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

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