Program Manager I - Austin Water

City of Austin•Austin, TX

5d•Hybrid

About The Position

Under general direction, this position is responsible for managing programs that integrate multiple elements or projects to achieve a defined objective. The position will primarily focus on managing customer engagement programs aimed at enhancing overall customer satisfaction for the utility. Role will include overseeing, launch and inceptions of current and upcoming Austin Water customer experience key initiatives. This may include projects such as the MyATX Water program expert, community-based outreach programs, and other cross functional team programs. Responsibilities encompass developing innovative customer engagement strategies, conducting program tests to optimize satisfaction and efficiency, and ensuring seamless operation of these initiatives. Additionally, the role entails proficiency in accounting, auditing, wholesale billing procedures and systems, and participation in hearings.

Requirements

Knowledge of principles and practices associated with assigned program area(s).
Knowledge of fiscal planning and budget preparation and monitoring.
Knowledge of management principles related to municipal project and program activities.
Knowledge of City practice, policy, and procedure.
Knowledge of supervisory and managerial techniques and principles.
Skill in oral and written communications.
Skill in planning, coordinating, and implementing programs and activities.
Skill in interpreting, organizing, coordinating, and executing assignments, projects and programs.
Skill in handling multiple tasks and prioritizing.
Skill in using computers and related software applications.
Skill in data analysis and problem solving.
Ability to work with frequent interruptions and changes in priorities.
Ability to establish and maintaining good working relationships with other City employees and the public.
Ability to exercise good judgment, tact and diplomacy in all dealings and maintain confidentiality as required.
Graduation with Bachelor's degree from an accredited four-year college or university with major course work in a field related to the job plus three (3) years of experience in a field related to the job, one (1) year of which was in a lead, supervisory, project or program management capacity.
Experience may substitute for education up to a maximum of four (4) years.
Valid Texas Class C Driver License.

Nice To Haves

Experience creating new, testing, and maintaining customer engagement programs that impact customer satisfaction
Demonstrated knowledge of accounting/auditing and billing procedures and systems
Ability to devise and present solutions to complex problems through highly analytical thinking and application of effective investigation, research and analysis methods
Experienced skill in oral and written communication which includes presentations, sensitive customer/client correspondence, reports and process documentation

Responsibilities

Determines program goals, objectives and resource requirements.
Establishes program standards, methods, policies and procedures.
Coordinates and collaborates with stakeholders.
Monitors and evaluate programs effectiveness and implements improvement strategies.
Manages the budget of assigned program and associated projects and provides financial information.
Assists in developing, managing and submitting proposed budget forecast information.
Manages, coordinates, implements and monitors projects associated with assigned program.
Interacts with internal and external customers.
Investigates and responds to inquiries from the public and other departments.
Provides technical advice and assistance to department management, city management, field personnel, contractors, etc.
May be responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for discharge.