Performance & Accountability Manager

City of Waco•Waco, TX

5d•Onsite

About The Position

The City of Waco is seeking a strategic Performance & Accountability Manager. This role will support a culture of service excellence. The Performance and Accountability Manager is responsible for developing, implementing, and managing a comprehensive quality assurance (QA), quality control (QC), and performance monitoring program across the Customer Engagement & Meter Services Department. This role ensures effective performance management through the definition, tracking, and reporting of Key Performance Indicators (KPIs), continuous coaching, and cross-functional collaboration. This position supports a culture of service excellence, operational efficiency, and accountability by analyzing customer and operational data, identifying gaps, and guiding corrective actions. The Manager also monitors customer-related KPIs across all City Departments, partners with other Directors to standardize service benchmarks, and leads performance-based process improvements citywide.

Requirements

Bachelor’s Degree in Public Administration, Business, Data Analytics, Organizational Development or a related field
3 years’ experience in performance management, quality assurance, or service delivery improvement, or an equivalent combination of education and experience.
Demonstrated experience designing and managing KPI reporting systems
Demonstrated experience leading process improvement systems.

Nice To Haves

Experience in a utility, municipal, multi-departmental government setting.

Responsibilities

Defines, implements, and tracks KPIs for Customer Engagement and Meter Services operations, including billing, field operations, call center performance, customer satisfaction, service timelines, and complaint resolution.
Monitors customer-related KPIs across all City Departments to ensure consistent and high-quality service delivery.
Partners with department leadership to align KPIs with City-wide standards and strategic goals.
Works with data teams to maintain dashboards and visual reports for real-time performance tracking.
Prepares recurring and ad hoc reports detailing department and citywide customer service performance.
Presents findings to internal leadership, department directors, and executive management.
Communicates trends, improvement needs, and successes clearly and effectively to all stakeholders.
Develops QA/QC frameworks for reviewing customer service transactions, billing entries, field work orders, and internal processes.
Conducts service audits, analyze call and work order data, and assess adherence to procedures and regulatory requirements.
Recommends process corrections and training enhancements to ensure consistency and service accuracy.
Collaborates with training teams to ensure staff development aligns with performance goals and QA outcomes.
Leads or supports the development and implementation of process improvements focused on meeting or exceeding KPIs.
Works directly with Directors across City Departments to standardize and refine service delivery processes based on KPI targets
Uses root cause analysis to identify recurring service challenges and implement sustainable solutions.
Coordinates with supervisors, managers, and directors across departments to address performance gaps and align services.
Serves as the performance liaison between Customer Engagement, Meter Services, and City-wide operations.
Promotes cross-departmental understanding of performance goals and data-driven decision-making.
Ensures that all QA/QC records, performance documentation, and KPI tracking are maintained in compliance with State and Federal requirements.
Supports audits and city performance reviews by providing accurate documentation and metrics.
Performs other related duties as assigned.
Complies with all policies and standards.
Supports the relationship between the City of Waco and the general public by demonstrating courteous and cooperative behavior when interacting with residents, visitors, and City staff; maintains confidentiality of work-related issues and City information
Lives the City of Waco Values: equity & inclusion, excellence & innovation, integrity, people, and teamwork.