Director, Customer Accounts & Quality Excellence

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

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.