Manager Customer Billing Solutions; Water Resources

Job Overview

This departmental position is responsible for the coordination of all functional activities within the Oracle CCS system as well as managing system patches, quarterly and annual updates.

Salary

$95,742-$131,747

The ideal candidate for the Manager, Customer Billing Solutions role is a strategic, hands-on leader with deep expertise in Oracle Customer Care and Billing (CCS) and the broader Oracle platform ecosystem. This individual brings proven experience leading and developing high-performing technical and functional teams, while maintaining the flexibility to adapt to evolving business needs and technologies. With a strong understanding of the utilities business, including billing, customer care, regulatory requirements, and operational workflows, the ideal candidate can effectively support and integrate multiple platforms.

They are skilled at balancing technical oversight with business partnership, ensuring reliable system performance, continuous improvement, and customer-focused outcomes across the utility enterprise.

to view our Benefits at a glance

• Generous PTO & Holiday Plan
• Health Plans
• Health Savings Account
• Dental & Vision Plans
• Employee Assistance Program (EAP)
• Healthcare Flexible Spending Account
• Dependent Care Flexible Spending Account
• Tuition Reimbursement
• Cafeteria Benefit
• Life Insurance
• Short & Long-Term Disability Insurance

• Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service.
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

Note:

The following duties are illustrative and not exhaustive. The omission of statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below:

• Manages and assists a team of functional support specialists engaged in the performance of highly complex billing systems administration activity functions related to the configuration choices, testing, installation, maintenance, and support of Water Resources Department's customer billing systems. Collaborates with functional teams to identify process gaps, implement enhancements, and improve adoption of new functionality.
• Manage, control, and assist the strategic and day-to-day direction of a technical functional team assuring that goeals, objectives, and performance levels are met. Manage administrative activities related to personnel coordination/issues. Manage section staff resources, coordinate recruitment of staff, and make hiring recommendations. Develop solutions for new business requirements and ensure system processes operate as designed.
• Working with subject matter experts to manage the customer billing systems, infrastructure standards, and system strategy within the Water Resources Department. Administer financial interfaces between customer systems and integrated platforms. Manage and coordinate new technical systems once any acquisition has been procured and assure timely implementation of needed business solution for Water Resources Department.
• Ensure approved section policies, procedures, and staff assignments are followed to maintain performance levels and/or improve operations & support activities.
• Assists with management of the section's disaster recovery plans related to the Customer Care and Billing systems, databases, and backup infrastructure.
• Manages the budget for business system contracts, upgrades, and annual licensing. Prepares budget estimates & associated documents, monitors the status of allocated funds, expenditures, and manages support contracts. Significantly contributes to section and departmental business and continuity plans, support emergency response needs.
• Serve as liaison with Oracle for CCS, CMMS, and Unifier systems. Coordinate with service providers to resolve issues and support vendor provided patches, updates, and enhancements. Coordinates system configurations, functional enhancements, and contract management with vendors.
• Oversee the Oracle CCS system, ensuring security, functionality, and compliance with data protection standards. Manage system updates, patches, and upgrades including testing and training ensuring smooth implementation with minimal customer impact.
• Support and manage current and future integrations for work order systems, customer self-service modules, IVR/IWR systems…