Director of Customer Service and District Operations

Navajo Tribal Utility Authority; Fort Defiance (AZ); On-site; USD 120,000 - 180,000; Full time

Job summary

Navajo Tribal Utility Authority in Fort Defiance, AZ, seeks a senior leader to oversee Customer Experience, Operations, and district-wide projects. The role emphasizes staff development, process improvement, safety adherence, and budget stewardship within a utility setting.

The ideal candidate brings extensive senior management and project leadership experience, strong collaboration across departments, and a commitment to delivering excellent customer service in a utility environment.

Qualifications

• Bachelor’s Degree in Engineering, Business or related field or equivalent experience in Business or Accounting.
• 10 years in a senior management position in utility customer service and operations.
• 7 years’ utility related project management experience.
• Bi-lingual English/Navajo preferred.
• Valid State Driver’s License required (subject to motor record review).

Responsibilities

• Collaborate with Safety and Training to maintain and enhance Safety and Training programs.
• Counsel, train, and drive corrective action to improve staff effectiveness.
• Direct supervision including hiring, training, orientation and performance evaluation.
• Set measurable customer service, call center, and operational performance objectives.
• Direct budget administration; review expenses and justify budget recommendations.
• Analyze service metrics and redesign processes to improve customer service quality.
• Contribute information for strategic plans and district initiatives.
• Audit customer services procedures and trends for improvements.
• Promote safety awareness and conduct safety meetings.
• Plan for future district development and growth of the business.

Skills

Senior management

Customer service

Operations leadership

Project management

Education

Bachelor’s degree in Engineering or Business or related field

Job description

MINIMUM QUALIFICATIONS REQUIRED:

• High School Diploma or GED Certificate.
• Bachelor's Degree in Engineering, Business or related field or equivalent experience in Business or Accounting.
• 10 years in a senior management position in utility customer service and operations.
• 7 years' utility related project management experience.
• Bi-lingual English/Navajo preferred.
• Valid State Driver's License required (subject to motor record review).

JOB RESPONSIBILITIES AND PERFORMANCE OBJECTIVES:

• Work collaboratively with NTUA's Safety and Training department to maintain and enhance the company's Safety and Training programs.
• Direct the improvement of staff effectiveness by counseling, training, and recommending corrective action for employees; planning, delegating, monitoring, and appraising job tasks and results in a timely manner.
• Direct and manage the supervision of personnel, which includes work allocation, time approval, hiring, training, orientation, and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance.
• Develop and direct measurable customer service, call center, and operational performance expectations for Customer Experience department and district staff according to department goals and objectives.
• Achieve financial objectives by directing the administration of the annual budget; reviews and approving expenses, write offs and work order fund process; presenting and justifying budget recommendations to appropriate personnel.
• Ensure improvement of customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Contribute customer service information and recommendations for strategic plans and initiatives.
• Ensure auditing of customer services procedures and trends to determine improvements and enhancements.
• Promote and is accountable for employee safety awareness, conducts safety meetings and enforces rules and regulations.
• Direct and participate in the planning process for future district development and growth of the business.
• Ensure district projects meet deadlines and that regulatory and financial compliance is achieved.
• Oversee all technical training programs for all levels within the department.
• Host regular staff meetings to ensure communication between personnel, departments, and accounting-related activities.
• Direct the improvement of district effectiveness by identifying short-term and long-range issues and goals that must be addressed; providing information and commentary pertinent to deliberations; recommending options and courses of action; implementing directives.
• Direct planned inspection and maintenance programs for implementation by district and HQ operations staff.
• Responsible for project management that encompasses all phases of the projects, including preliminary planning, project meetings, designs, construction activities, and provides schedules and timelines. Performs monitoring, tracking and reporting on the projects.
• Maintain professional and technical knowledge by: conducting research; attending seminars, educational workshops, classes, and conferences; reviewing professional publications; establishing networks; participating in professional societies; and conferring with representatives of contracting agencies and related organizations.
• Enforce company policies and procedures.
• Perform other duties as assigned.

Navajo Preference

Navajo Veteran Preference

This institution is an equal opportunity provider and employer.