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Customer Care Program Manager

Full Time • Posted June 17

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Company Description

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.

Job Description

Purpose:
Under the direction of the Deputy General Manager, Customer Care, performs generalized financial, administrative, and systems management functions; responsible for providing managerial support to Shared Services divisions.

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.

  1. Participates in short and long range planning activities for Billing, Collections, Remittance Processing, Revenue Measurement, 3-1-1, and Workforce Development; serves as an advisor in support of division initiatives.
  2. Develops, maintains, and monitors departmental budget; creates, compiles, and completes all budget documents for executive presentation. 
  3. Manages purchasing procurement process; monitors contract services to ensure compliance with contractual obligations.
  4. Assists in the formulation of departmental polices and operating procedures. 
  5. Evaluates program effectiveness and efficiency to meet departmental business goals. 
  6. Recommends solutions to critical business issues and presents alternatives.  
  7. Prepares and presents reports, oversees the design of visual presentation materials, including charts and graphs to accompany reports. 
  8. Coordinates all human resource activities for department to include employment and employee relations. 
  9. Coordinates cross-functional projects and personnel to assess departmental requirements. 
  10. Acts as the department liaison in the operations of Shared Services divisions and other city departments.

Responsibilities - Supervisor and/or Leadership Exercised:

  • May provide leadership, work assignments, evaluation, training, and guidance to others.

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 business strategies, objectives, departmental goals, and initiatives. 
  • Knowledge of fiscal planning and budget preparation.
  • Knowledge of supervisory and managerial techniques and principles.
  • Skill in determining needs and gathering, analyzing and presenting data to provide accurate information for management's use. 
  • Skill in oral and written communication.
  • Skill in handling multiple tasks and prioritizing.
  • Skill in using computers and related software applications.
  • Skill in quantitative, qualitative, and financial data analysis, including statistics, and problem solving.
  • Ability to work with frequent interruptions and changes in priorities.
  • Ability to train others.
  • Ability to quickly recognize and analyze irregular events.
  • Ability to establish and maintain effective communication and working relationships with city employees and the public.

Qualifications

Minimum Qualifications:

  • Graduation with a Bachelor’s degree from an accredited college or university with major course work in Business Administration, Public Administration, or in a field related to the job, plus four (4) years of administrative/management experience. 
  • Experience may substitute for education up four (4) years.

Preferred Qualifications:

  • Experience working in a utility, municipality, or similarly regulated organization
  • Six (6) years of experience administering multiple large-scale business initiatives, projects, and programs with varying deadlines and deliverables
  • Experience acting in a consultative role to senior-level leadership
  • Experience working across the organization to conduct analytics and build frameworks for key initiatives
  • Skill in working through ambiguity, moving high-level operational concepts to actualization, implementation and execution
  • Demonstrated experience with process improvement methodologies
  • Experience in fiscal planning including analyzing and overseeing operational budgets
  • Strong business writing skills and experience developing correspondence in a variety of formats
  • Advanced presentation skills and the ability to develop complex, high-quality presentations
  • Intermediate proficiency with Microsoft Word, Excel, Outlook, and PowerPoint 2013