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.

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

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

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.

• 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.

• 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…