Dir, Customer Account Mgmt - Quality Management

Austin, Texas; Austin, Northern (TX, KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive Benefits

Career Growth

Job summary

City of Austin's Austin Energy seeks a senior operations leader to oversee meter-to-cash programs, budgets, and policy development. The role drives data-driven improvements, vendor performance, and cross‑department collaboration to enhance customer experience and efficiency.

The position requires executive leadership, strong contract oversight, and proficiency in analytics to guide O&M, CIP budgets, and safety-focused operations within a public utility context.

Qualifications

• Bachelor's degree or higher in Business, Public Administration, or a related field.
• Seven+ years of related experience with two years in a managerial/executive capacity.

Responsibilities

• Provide strategic management oversight for meter-to-cash departments.

Skills

Budget management

Contract management

Data analytics

Project management

Lean Six Sigma

Leadership

Communication

Auditing

Public sector policy

Safety culture

Job description

* 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.* 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.* 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.* 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.* The City of Austin employment application is an official document; incomplete applications will not be considered.* **Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.*** The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held. Starting salary will be based on overall relevant experience from your application.* **Résumés will not be accepted and statements such as \"see résumé\" will not be accepted. You may use \"N/A\" for fields that are not applicable.*** Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.* Verification of your education (which may include high school graduation or GED, undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.* This position requires a criminal background investigation.**Competitive Benefits**: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.**Career Growth**: Advance your skills and expertise with professional development and leadership opportunities.**Competitive Benefits**: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.**Career Growth**: Advance your skills and expertise with professional development and leadership opportunities.