Austin Water Operations Manager – Dispatch & Customer Services

City of Austin, TX
Published
November 19, 2022
Location
Austin, TX
Job Type
 

Description

Minimum Qualifications
Education and/or Equivalent Experience:

  • Graduation with a Bachelor's degree from an accredited college or university with major coursework in a relevant field of study, plus seven (7) years of progressively responsible experience related to the activities of the program area, including three (3) years of experience which were in a supervisory, management, or program management capacity.
  • Graduation with a Master's degree from an accredited college may substitute for two (2) years of non-supervisory/management experience.

Licenses or Certifications:

  • Program Area Responsibility for Advanced Technology and Smart Grid, Supervisory Control and Data, Acquisition, and Operational Support Services: No license required.

Notes to Applicants
The ideal candidate has experience overseeing 24/7 customer-facing operations including a dispatch call center and customer services for billing and connection issues.

Working with Austin Water provides a number of benefits including medical, paid leave time, a great retirement plan, training opportunities and more! Click HERE for more information.

When completing the City of Austin employment application:

  • Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications. Please include contact information from previous employers.
  • A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position. Be sure to provide job title and employment dates for all jobs you wish to be considered.
  • A resume is required but will not substitute for a complete employment application. Please do not use the phrase "see resume" or refer to other documents to complete your application. Do not leave the "Duties and Responsibilities" sections blank. These will be considered incomplete applications. Incomplete applications will not be considered.

If you are selected to interview:

  • Your skill level in some of the competency areas for this job will be assessed through a presentation during the interview.

If you are selected for hire:

  • Verification of your education (which may include high school graduation or GED , undergraduate and/or graduate degrees) is required. You must provide proof of education from an accredited organization or institution. You must also provide proof of your professional licenses or certifications.
  • If you are in the military or are a military veteran, you will need to provide a copy of the Member 4 page of your DD-214 prior to confirming a start date.
  • A criminal background investigation is required.

Travel:

If you are selected for this position and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

Effective October 1, 2014, all Austin Water worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any AW worksite - including construction sites, parking lot, garage or in any personal vehicle located on the premises.

Pay Range
$47.51 - $61.76

Hours
8:00 AM - 5:00 PM Monday-Friday with limited flexibility. Other hours as business needs require. Hybrid teleworking schedule is available.

Job Close Date
11/30/2022
Type of Posting External
Department Austin Water Utility
Regular/Temporary Regular
Grant Funded or Pooled Position Not Applicable
Category Professional
Location 625 East 10th Street, Austin, TX
Preferred Qualifications
Preferred Experience:

  • Advanced management experience in a large, robust organization.
  • Ability to design short and long-term strategies that are scalable and efficient in a large and complex organization.
  • Demonstrated skill and experience in developing and maintaining strong positive business relationships internally and externally.
  • Experience providing leadership and direction to customer service-facing functions, including integrating excellent customer service with innovation and leadership.
  • Ability to travel to more than one work location.

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.
Determines divisional needs; develops, executes, and evaluates strategic short- and long-range plans including three- to five-year forecasting for a variety of projects, programs, and division activities. Reviews, prepares, consolidates, and monitors division-wide budgets. Coordinates activities within the division; between Austin Water and City departments; and with outside consultants, engineers, associations, regulatory agencies, neighborhood associations, and general public. Interprets, explains, and ensures compliance with applicable policies, procedures, ordinances, and Federal/State regulations. Evaluates programs for effectiveness and accomplishment of goals. Develops/reviews, revises, and approves procedures and specifications for plant, field or laboratory operations, equipment, and technical instrumentation; analytical testing procedures; quality control programs; safety programs; and training programs. Facilitates, conducts, and attends meetings and represents the division on behalf of the assistant director, department, and City. Provides technical advice and assistance to internal and external customers. Applies and interprets principles, practices, and procedures specific to functions such as Civil, Water & Wastewater, and/or Process Control System Engineering, Water Supervisory Control and Data Acquisition ( SCADA ) controls, Distributed Control Systems ( DCS ), and Advanced Smart Water Infrastructure.

Responsibilities- Supervision and/or Leadership Exercised:

  • Responsible for the full range of supervisory activities including selection, training, evaluation, counseling and recommendation for dismissal.

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 water and wastewater operational programs.
  • Knowledge of Local, State, and Federal water, wastewater, and reclaimed water regulations.
  • Knowledge of City practices, policies, and procedures.
  • Knowledge of safety practices and procedures.
  • Knowledge of supervisory and managerial techniques and principles.
  • Knowledge fiscal planning and budget preparation.
  • Skill in oral and written communication.
  • Skill in handling multiple tasks and prioritizing.
  • Skill in using computers and related software.
  • Skill in planning and organizing.
  • Skill in analyzing complex data from various sources, synthesizing collected information, and developing sound decisions/recommendations.
  • Ability to manage projects, develop and execute project timelines, delegate tasks, and evaluate progress from start up to completion of projects.
  • Ability to quickly recognize and analyze irregular events.
  • Ability to resolve problems or situations that require exercising tact, diplomacy, and sound judgment.
  • Ability to work with frequent interruptions and changes in priorities.
  • Ability to make public presentations.
  • Ability to meet and maintain driver eligibility detailed in the City of Austin Driver Safety Program.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation.
EEO/ADA
City of Austin is committed to compliance with the American Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or TTY (512) 974-2445.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* The minimum qualifications for this position include graduation with a Bachelor's degree from an accredited college or university with major coursework in a relevant field of study, plus seven (7) years of progressively responsible experience related to the activities of the program area, including three (3) years of experience which were in a supervisory, management, or program management capacity. Graduation with a Master's degree from an accredited college may substitute for two (2) years of non-supervisory/management experience. Do you meet these minimum qualifications?

  • Yes
  • No

* Describe your supervisory or management experience that is directly related to this role. Please include how many years of experience you have, the size(s) of the organization(s), supervisory functions you were responsible for, and in which positions listed on your application you performed these functions.
(Open Ended Question)
* Describe your experience designing short and long-term strategies that are scalable and efficient in a large and complex organization and indicate the position(s) listed on your application that support(s) your answer.
(Open Ended Question)
* Please describe your experience developing and maintaining strong positive business relationships internally and externally.
(Open Ended Question)
* Please describe your experience providing leadership and direction to customer service-facing functions, including integrating excellent customer service with innovation and leadership and indicate the position(s) listed on your application that support(s) your answer.
(Open Ended Question)
* Do you have the ability to travel to multiple sites as part of the regular job duties?

  • Yes
  • No

* If identified as a top candidate, do you agree to a Criminal Background Investigation (CBI)?

  • Yes
  • No

* Were you referred to this opportunity by an Austin Water employee? If yes, please provide the employee's full name.
(Open Ended Question)

Optional & Required Documents
Required Documents Cover Letter Resume Optional Documents

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