This Manager-level position will oversee the utility billing operation functions for City of Austin Utilities, including meter data analysis, billing exceptions, consumptive data analysis, and the development of the metered billing calendar. The position is responsible for providing operational oversight, strategic leadership, development and leadership of people, and program implementations tied to improved customer experience and timely/accurate utility bill production for $2 billion in annual billed revenue.
Duties, Functions, and Responsibilities:
Responsible for twenty-four hour seven day week management operations for Austin Energy customers to meet business operations and standards.
Develop performance measures, evaluate performance and recommend appropriate actions to correct performance deficiencies. Prioritize operations scheduling. Resolve work-related problems for subordinates.
Recommendation in the development, implementation, and evaluation of programs and activities related to the operation of the Austin Energy Customer Contact or Call Center.
Review, analyze and implement process improvement techniques to enhance Austin Energy's service to its customers.
Evaluate and provide recommendations regarding new technology and methods for possible utilization in Austin Energy's customer service function.
Manage division and/or section activities including development, monitoring and tracking departmental budget expenditures, develop, analyze and revise operating procedures. Prioritize projects and work activities. Coordinate division/section activities with other departments
Analyze customer survey and quality assurance data.
Provide recommendation in the development of policies, procedures, strategic goals and objectives.
Represent department at meetings with State agencies, government officials, vendors and other City departments or the general public
Supervision and/or Leadership Exercised:
Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.
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 years related experience, two (2) in a supervisory capacity.
Experience may substitute for education up to four (4) yrs
Demonstrated leadership experience including establishing strategic direction for a work team, resource planning, change management, and managing tactical execution
Demonstrated skill and experience with utility bill production management including bill exceptions and consumptive data analysis
Experience with utility billing systems or other customer billing systems and the creation of a billing cycle calendar
Experience managing multi-million dollar contracts including vendor performance management and quality assurance
Skill and experience with the budgeting process including identifying needs, creating budgets, and monitoring spending
Demonstrated skill and experience with data analytics including research, compilation, analysis, and reporting of complex data
Demonstrated skill and experience with presenting technical information to non-technical audiences
Advanced business writing skills and ability to develop professional correspondence, presentations and reports
Intermediate proficiency with Microsoft Excel
Internal Number: AE502108
About Austin Energy
Austin Energy is more than just a power company. We are 1,700 of your friends and neighbors with a mission to safely deliver clean, affordable, reliable energy and excellent customer service — 24 hours a day, 365 days a year. As a community-owned utility, we’re a not-for-profit enterprise of the City of Austin that is focused on driving customer value in energy services. At Austin Energy, we are determined to use innovative technology to build a better Austin and to lead the way for clean, affordable energy.