Mgr, AE Customer Account - Austin Energy

Austin, Texas; Austin (TX); On-site; USD 110,000 - 141,000; Full time

Benefits offered by this job

Health benefits

Competitive retirement plan

Career development opportunities

Job summary

Austin Energy is seeking a Manager, AE Customer Account to oversee day-to-day financial and account management for the AE Customer Account area in Austin. You will ensure 24/7 operations, develop performance metrics, and guide process improvements to enhance service quality.

Responsibilities include budgeting, cross-functional coordination, and presenting data-driven recommendations to stakeholders. The role requires strong leadership, analytical skills, and the ability to manage multiple

Qualifications

• Bachelor's degree in a related field plus four years of related experience, including two years in a supervisory role.
• Experience with payment processing, cash handling, and customer account management in a utility context preferred.
• Budget development and monitoring experience; familiarity with internal controls and accounting procedures.

Responsibilities

• Oversees 24/7 management operations for AE Customer Account functions.
• Develops performance measures and evaluates performance to address deficiencies.
• Reviews and implements process improvements to enhance service delivery to AE customers.

Skills

Payment processing

Cash handling

Credit & collections

Billing operations

Customer account management

Data analysis

Planning & organizing

Oral & written communication

Education

Bachelor's degree

Job description

Mgr, AE Customer Account - Austin Energy - Austin Logo### Mgr, AE Customer Account - Austin EnergyApply: Rutherford Lane Campus: Full time: Posted Yesterday: End Date: November 21, 2026 (16 days left to apply): JR105667**About This Position** ## **Job Description:**## Purpose:Under minimal direction with considerable latitude for the use of initiative and independent judgment, this position oversees the management of financial and account management of day-to-day operations for the assigned Austin Energy (AE) Customer Account Management area. ## 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.* Ensures 24/7 management operations for AE Customers Account functions to meet financial and business operations and standards.* Develops performance measures, evaluates performance, and recommends appropriate actions to correct performance deficiencies. Prioritizes operations scheduling.* Provides recommendations for the development, implementation, and evaluation of programs and activities related to the operation of the AE Customer Account areas.* Reviews, analyzes, and implements process improvement techniques to enhance AE's service to its customers.* Evaluates and provides recommendations regarding new technology and methods for possible utilization in AE's customer service and account management functions.* Provides necessary information to support customer service resolution of customer account escalations.* Manages activities including the development, monitoring, and tracking of departmental budget expenditures. Prioritizes projects and work activities. Coordinates division/section activities with other departments.* Analyzes customer survey, benchmarking, and quality assurance data.* Provides recommendations in the development and revision of policies, procedures, and strategic goals and objectives.* Represents department at meetings with State agencies, government officials, vendors, and other City departments or the public. ## 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:Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.* Knowledge of Payment Processing, Cash Handling, Credit and Collections, Billing or Customer Account Management operations, techniques, and processes.* Knowledge of automated information and internal control systems.* Knowledge of utility billing practices, utility industry and business operations.* Knowledge of applicable processes, techniques, and methods.* Knowledge of accounting, bookkeeping, and budget procedures.* Knowledge of supervisory and management techniques and principles.* Skill in handling multiple tasks and prioritizing.* Skill in using computers and related software applications.* Skill in data analysis and problem solving.* Skill in planning and organizing.* Skill in oral and written communication.* Skill in identifying and assessing potential process improvements.* Ability to establish and maintain professional relationships with internal and external customers.* Ability to resolve complex problems or situations.* Ability to compile division reports.* Ability to understand and explain industry trends, processes, and procedures.* Ability to manage multiple programs, projects, and tasks.* Ability to work with frequent interruptions and changes in priorities.* Ability to train others.* 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 a field related to the job, plus four (4) years of related experience, including two (2) years of experience which were in a supervisory capacity.* Experience may substitute for education up to four (4) years. ## Licenses and Certifications Required:None. **Preferred Qualifications:**- Demonstrated experience developing and presenting technical information to non-technical audiences.- Experience overseeing cross-functional project(s), meeting needs of multiple stakeholders and business units- Experience managing Field Operations Teams with a meter to cash function in a utility environment (electric, gas, water).- Knowledge of and experience applying continuous improvement methodologies, Quality Assurance, and data analytics to identify trends.- Experience leading Safety Culture, Electrical Safety Standards and Field Protocols.- Experience and understanding of residential electric meters, commercial meters, voltages, meter forms, AMI/AMR technology, meter tampering, and safe handling.- Experience managing field employees working with live electricity.- O&M Budgetary oversight experience.- Ability to travel to more than one work location ## Compensation Range:The annual hiring range for this position is $110,100.00-$140,900.00## **Notes to Candidate:**The Revenue Measurement and Control (RMC) unit ensures accurate and timely meter reading, field services for start and stop of services, proactive meter maintenance, and revenue protection for the electric and water meters across Austin. The RMC Customer Account Manager for Field Services will be accountable for operational performance, safety culture, resource forecasting and workforce management, process improvement, and field service automation. This position reports to the Director of Revenue Measurement and Control (RMC) within Customer Account Management. 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. Please click **HERE** for more information. **Employment Application:*** The City of Austin employment application is an official document;***incomplete applications will not be considered.**** 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.* **Responses to the Supplemental Questions inquiring about experience should be reflected on application.*** Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.* **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.**If you are selected as a top candidate:*** 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* If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.* This position requires a criminal background investigation.**Good Standing Employees**Employees, in Good Standing, who are candidates within the department/division that the position resides in and who meet the minimum and all of the preferred qualifications (if any) of the position will be included in the initial interview. Department/division employee must remain in Good Standing through the Top Candidate Selection phase at which time the Good Standing status will be re-verified.**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. **Critical:**This position has been designated as a Critical Employee position. Critical Employees are considered necessary and vital and supports activities that impact City or department operations. This work can be done while at a designated work site or while working at an alternate work location. Critical employees who are able to work at an alternative work location are required to do so. Schedules may be modified, and employees may be reassigned to another area during extraordinary situations or emergency conditions to provide essential services.**Fair Labor Standards Act:**This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation.**ASSESSMENTS**Candidates selected for interview(s) may be required to complete an assessment(s).**FIELD ASSESSMENTS**Written and/or field assessments, may be administered before, during and/or after the hiring process.**GOOD STANDING COA EMPLOYEES:**Employees, in Good Standing, who are candidates within the department/division that the position resides in and who meet the minimum and preferred qualifications (if any) of the position will be included in the initial interview. Department/division employee must remain in Good Standing through the Top Candidate Selection phase at which time the Good Standing status will be re-verified.**VETERAN INTERVIEW PREFERENCE:**Military/Veterans must provide a copy of their DD214 verifying honorable discharge. **WORK HOURS:**Shift may change according to departmental needs.Work hours may include after hours, holidays, and weekends.Additional hours may be required to work outside of regular schedule.