Dir, Customer Account Mgmt - Quality Management

* Provides strategic management oversight, leadership, and accountability for meter-to-cash assigned departments.
* Analyzes, evaluates, and directs implementation activities of the  Best-in-Class  programs and technology applicable to assigned areas.
* 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 strategies 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.
* Knowledge of accounting and/or audit practices and reporting concepts.
* Knowledge of quality improvement and project management methodologies.
* Knowledge of applicable Federal, State, and 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 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 develop and lead training programs.
* 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.
* 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.
* Director-level experience managing multiple second-level managers and varied work units in a gas/electric/water environment and customer-facing operations
* Experience leading training and development staff supporting programs from entry level training, technical training and support, resource refreshers and compliance training.
* Experience overseeing high-level, high-visibility, cross-functional technology driven projects including application of project management principles and methodologies.
* Experience with applying data analytics to identify, create and implement programs to improve the customer experience, drive customer self-service, and ensure equity of program offerings
* Experience managing multi-million dollar operating budgets and administering expenditures of budgetary funds.
* Experience managing contract and vendor relationships with measurable…