Customer Care Services Director

: Position Information Posting Title Customer Care Services Director Job Requisition Number AE503515 Position Number 109439 Job Type Full-Time Division Name Customer Care Minimum Qualifications

• Graduation with a Bachelor's degree from an accredited college or university with major course work in Business or in a field related to the job, plus seven (7) years of related experience, including two (2) years of which were in a managerial/executive capacity.
• Graduation with a Master's degree from an accredited college or university may substitute for two (2) years of the non-managerial/executive experience.

Licenses and Certifications Required: None. Notes to Applicants Position Description: Under nominal direction, the Customer Care Services Director provides senior-level leadership for staff and programs related to Austin Energy Customer Care Services. The Customer Care Services Director will oversee the Commercial Customer Service Group. This team is dedicated to working with small to mid-size commercial customers. Driven by the growth in Austin, the services are expanding to include multi-family, mid-size businesses integrated programs around energy efficiency, developer/builder customer relations, customer account management and guidance/support thru City of Austin electric permitting process. 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. IMPORTANT INFORMATION : WHEN COMPLETING THE CITY OF AUSTIN APPLICATION : The City of Austin employment application is an official document; incomplete applications will not be considered. Please be sure that your application is a reflection of your entire work history. A detailed and complete employment application is required to help us better evaluate your qualifications and will be used to determine salary if you are selected for this position. Describe your specific experience for each position. Include all job duties, responsibilities, and employment dates. Please be sure that your application is a reflection of your entire work history. Resumes will not be accepted. Statements such as “see resume” will not be accepted. You may use “N/A” for fields that are not applicable. Starting salary will be based on overall relevant experience from your employment application. Supplemental information or changes to your application will not be accepted after the job posting closes. The responses to the supplemental questions must reference the employment history listed in the employment history section. Once the requisition has closed, the application cannot be changed to update work history, supplemental questions, or any other information. We reserve the right to verify high school and college education for the top candidate(s). If you have any questions regarding your City of Austin employment application, please use the official website of the City of Austin as reference. ASSESSMENTS :

• Your skill level in some of the competency areas for this job may be assessed through skills testing.
• Candidates moving forward in the interview process will receive information and instructions for preparing a short presentation to be given as part of the interview process.

VETERAN INTERVIEW PREFERENCE : Military/Veterans must provide a copy of their DD214 verifying honorable discharge, at the time of initial interview to receive military/veteran interview preference. WORK SCHEDULE :

• Work hours may include after hours, holidays, and weekends.
• Shifts may change according to departmental needs.
• Employee may be required to work additional hours outside of regular work schedule.
• This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation.

CRIMINAL HISTORY BACKGROUND CHECK : The top candidate will be subject to a minimum 7-year criminal history background check. Pay Range $59.57 - $78.19 Hours Work Schedule:

• Monday - Friday, 8:00 a.m. - 5:00 p.m.
• Other hours outside of normal work schedule may be required.

Job Close Date 02/20/2024 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location AE Headquarters Preferred Qualifications

• Knowledge and/or experience with utility infrastructure of commercial property development.
• Experience managing multiple second-level managers and work units in a customer-facing operation within an organization.
• Experience with root cause analysis and application, or other problem-solving methodologies such as Lean Six Sigma.
• Experience leading or managing teams responsible for applying data analytics to improve the customer experience.
• Experience overseeing high-level, high-visibility, cross-functional projects including application of project management principles and methodologies.
• Experience managing multi-million dollar operating budgets and administering expenditures of budgetary funds.

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.

• Provides strategic management oversight, leadership, and accountability for customer-facing assigned departments.

• Analyzes, evaluates, and directs implementation activities of the “Best-in-Class” for integrated services, systems, and programs.

• Oversees operations and program and policy development, including internal and external communication coordination, for assigned areas.

• Develops and monitors Operations and Maintenance (O&M) and Capital Improvement Project (CIP) budgets and responds to any deviations from the approved cost/timeline and milestone activities.

• Provides audit oversight for the accuracy, effectiveness, efficiency, and reliability of operations.

• Bears responsibility for providing operational contract management oversight. Negotiates and manages performance measurements for contracts for services provided by vendors.

• Bears responsibility for service-level agreements with other City of Austin departments and fosters positive interdepartmental relationships.

• Promotes confidence and public trust through education, communication, and working collaboratively to build internal and external relationships.

• Ensures compliance with Local, State, and Federal regulations and oversight bodies, processes, and procedures.

• Oversees the development, use, and maintenance of data, metrics, and statistics to develop strategy for increasing customer experience and operational efficiency.

• Bears responsibility for creating a culture that regards safety and customer service paramount to operations and customer service delivery.

• Provides recommendations and guidance in technology requirements gathering, testing, implementation, and maintenance of systems supporting core functions.

Responsibilities - Supervision 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 quality improvement and project management methodologies.
• Knowledge of Program Innovation and Operational Maintenance.
• Knowledge of fiscal planning, budget preparation, and presentation.
• Knowledge of applicable Federal, State, Local laws and ordinances.
• Knowledge of continuous improvement methodologies.
• Knowledge of applicable policies, practices, procedures, and standards.
• Knowledge of supervisory and managerial techniques and principles.
• Skill in effectively resolving customer/citizen escalations.
• Skill in development and implementation of customer facing programs.
• Skill in essential statistical and analytical reporting and problem solving.
• Skill in managing the collection and analysis of operational data.
• Skill in contract management, negotiation, and monitoring.
• Skill in utilizing data systems and project management solutions to manage and report on operational activities.
• Skill in exercising innovative approaches to improve contact center operations and technology.
• Ability to effectively audit and forecast operational patterns.
• Ability to manage contact center based operations and use whole array of customer contacts, calls portals, emails, outreach communications, and more.
• Ability to develop and engage staff and create opportunities for professional growth.
• Ability to establish and maintain professional communication and working relationships with City personnel and the public.
• Ability to manage financial outcomes and find resolutions to address shortfalls.
• Ability to effectively communicate, both orally and written.
• Ability to handle hostile conflict and uncertain situations.
• Ability to quickly recognize and analyze irregular events.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA The City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call View phone number on us.fitly.work or Texas Relay by dialing 7-1-1. The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.