Purpose:

Under nominal direction of the Director of Austin Water (AW), this position is responsible for planning, developing, directing, and measuring all aspects of the utility’s Customer Experience (CX) Program Area, including oversight of AW’s 24/7 emergency calls and dispatch center, key account and customer account management, advanced metering operations, customer and operational data analytics, and marketing and communications.

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.

Oversees the Customer Services Operational Area comprised of the Customer Services division, 24-7/365 Emergency Dispatch Services, and Key Accounts. These groups are responsible for permitting of new water/wastewater connections, revenue protection and recovery, billing escalations, 24-7 high volume call center, and oversight of key account management, including Medically Vulnerable accounts.
Oversees the Advanced Metering Infrastructure (AMI) Program responsible for customer meter connections across AW’s entire service area and delivers the complete project scope.
Oversees the AMI Water Meter Operations division, which is responsible for the strategic oversight and administration of enabling AMI software and systems designed to capture metering that supports billing and customer service activities.
Oversees the Data Analytics division staff supporting AMI and strategic customer insights that provide the Executive Team and organizational leadership decision making real-time data.
Oversees all AW Marketing and Communications that provide internal and external stakeholders and customers with information regarding AW’s services. This includes all AW digital platforms, including the My ATX Water customer portal and AW website, AW media and ad campaign strategies, and creative design.
Identifies and executes improvements across the customer experience, including phone services, customer portal and engagement, key accounts, and benchmarking to JD Power surveys.
Drives improvements in key metrics on citizen satisfaction with City services and stakeholder engagement.
Assists in the preparation, presentation, and monitoring of departmental budget.
Represents the department at City Council meetings, citizens groups, boards, and commissions.
Provides support and coordination to other City departments and agencies as needed.

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 fiscal planning and budget preparation.
Knowledge of Local, State, and Federal water and wastewater utility regulations.
Knowledge of City practices, policies, and procedures.
Knowledge of technical aspects of operations and maintenance.
Knowledge of supervisory and managerial techniques and principles.
Skill in oral and written communications.
Skill in handling multiple tasks and prioritizing.
Skill in using computers and related software applications.
Skill in managing multiple programs, projects, and tasks.
Skill in negotiations and conflict resolution.
Skill in analyzing complex data from various sources, synthesizing collected information, and developing sound decisions/recommendations.
Skill in developing, reviewing, monitoring, and evaluating contracts for services and/or materials.
Skill in development and implementation of customer facing programs.
Skill in effectively resolving customer/citizen escalations.
Ability to handle hostile conflict and uncertain situations.
Ability to quickly recognize and analyze irregular events.
Ability to manage multiple projects and programs simultaneously within approved budgets.
Ability to quickly recognize and analyze irregular events.
Ability to establish and maintain excellent communication and working relationships with city personnel and the public.

Minimum Qualifications:

Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a field related to Business, Communications, or Public Administration, plus six (6) years of progressively responsible management experience in a related field, including at least three (3) years of experience with a water and wastewater utility.
Graduation with a Master’s degree from an accredited college or university with major course work in a related field may substitute for up to two (2) years of the required experience.

Licenses and Certifications Required:

None.

City of Austin

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Assistant Director, Austin Water Customer Experience