Mgr, AE Customer Account - Austin Energy

City of Austin

6d•$110,100 - $140,900

About The Position

Under minimal direction and with considerable latitude for initiative and independent judgment, this position oversees the financial and account-management aspects of day-to-day operations for an assigned Austin Energy Customer Account Management area. The role ensures customer account functions meet financial and business operating standards, and provides recommendations on programs, processes, technology, policies, and strategic objectives. The Revenue Measurement and Control (RMC) unit supports accurate and timely meter reading, field services for starting and stopping services, proactive meter maintenance, and revenue protection for electric and water meters across Austin. The RMC Customer Account Manager for Field Services is accountable for operational performance, safety culture, resource forecasting, workforce management, process improvement, and field service automation. The position reports to the Director of Revenue Measurement and Control (RMC) within Customer Account Management. The role has full supervisory responsibilities, including employee selection, training, evaluation, counseling, and recommendations for dismissal. It is designated as a Critical Employee position. Work may be performed at a designated or alternate work location, and employees may be reassigned or have their schedules modified during extraordinary situations or emergencies to provide essential services. The position is FLSA-exempt. Shift schedules may change based on departmental needs; hours may include after-hours work, holidays, and weekends, and additional hours may be required.

Requirements

Bachelor's degree from an accredited college or university with major coursework in a field related to the job, plus four years of related experience, including two years in a supervisory capacity; up to four years of experience may substitute for education.
Knowledge of payment processing, cash handling, credit and collections, billing, or customer account-management operations, techniques, and processes.
Knowledge of automated information and internal control systems.
Knowledge of utility billing practices, the utility industry, and business operations.
Knowledge of applicable processes, techniques, and methods.
Knowledge of accounting, bookkeeping, and budget procedures.
Knowledge of supervisory and management techniques and principles.
Ability to handle multiple tasks and prioritize work.
Skill in using computers and related software applications.
Skill in data analysis and problem solving.
Skill in planning and organizing.
Skill in oral and written communication.
Skill in identifying and assessing potential process improvements.
Ability to establish and maintain professional relationships with internal and external customers.
Ability to resolve complex problems or situations.
Ability to compile division reports.
Ability to understand and explain industry trends, processes, and procedures.
Ability to manage multiple programs, projects, and tasks.
Ability to work with frequent interruptions and changes in priorities.
Ability to train others.
Ability to quickly recognize and analyze irregular events.
Must be able to perform the essential job functions with or without reasonable accommodations.
A criminal background investigation is required for top candidates.

Nice To Haves

Experience developing and presenting technical information to non-technical audiences.
Experience overseeing cross-functional projects and addressing the needs of multiple stakeholders and business units.
Experience managing utility field operations teams with a meter-to-cash function, such as electric, gas, or water.
Knowledge of and experience applying continuous-improvement methodologies, quality assurance, and data analytics to identify trends.
Experience leading safety culture, electrical safety standards, and field protocols.
Experience and understanding of residential and commercial electric meters, voltages, meter forms, AMI/AMR technology, meter tampering, and safe handling.
Experience managing field employees working with live electricity.
Operations and maintenance budget oversight experience.
Ability to travel to more than one work location.

Responsibilities

Oversee 24/7 management operations for Austin Energy customer account functions to meet financial and business operating standards.
Develop performance measures, evaluate performance, recommend corrective actions for deficiencies, and prioritize operational scheduling.
Recommend the development, implementation, and evaluation of programs and activities related to AE Customer Account operations.
Review, analyze, and implement process improvements to enhance customer service.
Evaluate and recommend new technology and methods for customer service and account-management functions.
Provide information needed to support resolution of customer account escalations.
Manage departmental budget expenditures, including development, monitoring, and tracking; prioritize projects and work activities.
Coordinate division and section activities with other departments.
Analyze customer survey, benchmarking, and quality-assurance data.
Recommend the development and revision of policies, procedures, strategic goals, and objectives.
Represent the department at meetings with state agencies, government officials, vendors, other City departments, and the public.
Supervise employees, including selection, training, evaluation, counseling, and recommendations for dismissal.
Manage operational performance, safety culture, resource forecasting, workforce management, process improvement, and field service automation for Field Services.
Travel to multiple work locations as necessary for regular job duties, subject to City driver safety standards.