Utility Business Services Manager

Utility Business Manager

Join the City of Salem as our Utility Business Manager and lead a high-impact team that delivers essential services, drives innovation, and supports utility customers every day! The Utility Business Services section manages over $100 million in annual revenue across approximately 57,000 accounts. This section includes a billing and call center, as well as meter reading and field services. The billing and call center team oversees the billing processes, responds to customer inquiries, manages accounts, manages collection routines, and establishes payment plans. The meter reading staff records water consumption for utility customers by reading assigned routes and reports any defects or unusual readings for further investigation. Additionally, the field section conducts meter repairs and related fieldwork, directly supporting accurate meter readings and the utility billing cycle.

Make an impact: Lead a team of utility billing staff within the Public Works Department, which is dedicated to providing reliable infrastructure and dependable public services that promote and protect the health, safety, and welfare of the community.

Learn and grow: Guide the team toward continuous improvement by seeking efficient and effective methods to achieve goals while delivering exceptional and innovative services.

What you will do: Bring your experience with billing systems, exceptional customer service skills, and a strong background in cross-functional collaboration. Demonstrate analytical abilities to resolve issues collaboratively with teammates and customers, finding solutions that are beneficial while adhering to city policies and codes. Be adept at learning, implementing, and championing new technologies to ensure the City's infrastructure is maintained efficiently and transparently. Your forward-thinking approach enables you to anticipate emerging industry trends, adapt to regulatory changes, and guide staff through evolving expectations and best practices. Communicate clearly and respectfully, collaborate effectively across departments and agencies, and confidently represent the City in public settings. The ideal candidate is a strategic thinker who can balance long-term planning with daily operational demands while maintaining composure during emergencies and high-pressure situations. Additionally, the manager will inspire teammates and foster a positive workplace culture.

Above all, you are committed to exceptional service, professional integrity, and supporting the City of Salem's mission through proactive leadership and modern operational excellence.

Additional information on job responsibilities:

• Develop and implement new policies, procedures, and processes for the workgroup that leverage technology projects, fostering change and creating opportunities for increased efficiency and enhanced customer service.
• Assess organizational effectiveness and propose changes that align with budgetary and service-related goals.
• Balance and assign work tasks for the billing team, ensuring the completion of routine daily responsibilities while also facilitating participation in emerging projects.
• Lead employees with varying skill levels, addressing complex operational challenges and promoting a culture of accountability, safety, and continuous improvement.
• Analyze operational performance and compare it against service level expectations, developing plans and recommendations for enhancement.
• Assign work, evaluate performance, assess training needs, and administer disciplinary actions as necessary. Ensure that priority needs are addressed and projects are delivered on time.
• Maintain the integrity of data and records, ensuring compliance with applicable public records laws and regulations.

What can we offer you for all your hard work?

• Medical, dental, and vision coverage for you and your family.
• Paid vacation and sick time in accordance with City policies.
• Competitive pay (placement on the pay grade depends on experience and education).
• Employer-paid PERS contribution of 6%.
• Opportunity for voluntary pre-tax contributions to a 457b account.
• Health care and dependent care flexible spending accounts.
• Voluntary long-term care.
• Employee wellness program.
• Employee assistance program.
• Employee health clinic.
• Position schedule is Monday through Friday, beginning as early as 7 am or ending as late as 6 pm.
• The City of Salem offers a comprehensive and equitable base salary within the listed range based on your experience, skills, and education. We encourage you to clearly describe how you meet the minimum qualifications and essential attributes in your application materials. Learn more about Equal Pay.

What are the minimum qualifications?

• Must have an Oregon Driver license and a driving record that meets the City of Salem's driving standards.
• Bachelor's degree from an accredited college or university in business or public administration, or a related field, and six years of progressively responsible professional managerial experience, including managing supervisory staff, or any combination of experience and training that demonstrate possession of the knowledge, skills, and abilities as listed, and ability to perform the essential functions of work. Master's degree preferred for some assignments and may substitute for 2 years of progressively responsible managerial experience.
• Depending on the area of assignment, certifications or licenses may be required or preferred (and maintained throughout employment).

Hiring managers do not have access to view resumes as part of the application review process, please make sure to give detailed information in your application that includes your experience, knowledge, skills, and abilities as requested in the supplemental questions and job advertisement.

What you will bring along:

• Insights regarding management theory and best practices for supervision, customer service, accounting and budget management, and public administration.
• Ability to plan, lead, and provide program oversight in developing goals and objectives for section.
• Knowledge of effective change management methods and successful implementation processes
• Knowledge of analyzing, interpreting, explaining and applying relevant laws, regulations, ordinances, policies and procedures.
• Ability to establish and maintain strong working relationships and communication with all levels of City staff, contractors, other public bodies or agencies and members of the community.
• Proficiency in operating office computer and associated software applications, technology, or other programs or equipment to collect and analyze data, retrieve information, and create documents and reports.
• Skill in effective prioritization and execution of tasks within time constraints or specific deadlines.
• Ability to exercise sound judgment to solve problems, work independently and make appropriate decisions regarding work methods and priorities.
• Knowledge of creating, documenting and training day-to-day operational procedures that both align with budgetary constraints and maximize efficiency and accuracy goals;
• Competence in respecting, seeking to understand, and valuing individual differences to foster and support a diverse and inclusive workplace.
• Visual acuity is necessary to perform an activity such as: preparing and analyzing data, viewing a computer terminal, and extensive reading.

About us:

Salem is the second largest city in Oregon and the capital city. Centrally located in the Willamette Valley, Salem is 49 square miles in size and extends across to counties, Marion and Polk. The community has well-established neighborhoods and carefully preserved historic buildings with wide diversity and a family-friendly ambiance. The city is home to nearly 180,000 residents. For a full community profile detailing demographics and housing statistics, visit the City of Salem website.

The City of Salem organization has eight primary departments: Community Services, Finance, Fire, Enterprise Services, Legal, Police, Public Works, and Community Planning and Development. Several departments also have functional divisions within their department. The City of Salem employs roughly 1,350 talented and dedicated staff members and works collaboratively with five labor unions.

Where can I find out more about the position? Go to the menu option for Class Specifications and search for Manager, II.

How can I apply? The City of Salem invites individuals of all diverse communities and backgrounds to apply for our available job opportunities as we strive to provide the best service to everyone. The City of Salem is committed to providing equal employment opportunities to all and has a culture that values diversity, equity, and inclusion. We believe that by welcoming differences, encouraging new ideas and views, listening to, and learning from each other, we are better able to serve the community. To apply, click on the green "Apply" button to complete your application. Make sure that you specify how you meet the qualifications outlined in the class specification and complete the application. Applicants that meet the minimum qualifications as outlined above but not selected for this position may be placed on an eligibility list, and candidates may be hired from the list. Eligibility lists are valid for six months. The City will send email notifications to eligible candidates about potential hiring opportunities so please ensure your email settings accept our system generated email notifications.

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For more information about employment at the City of Salem, please visit our website at

This announcement is not an implied contract and may be modified or revoked without notice.