Utility Business Services Manager

City of Salem•1457 23rd St SE Salem, OR

8h•Onsite

About The Position

Join the City of Salem as our Utility Business Manager and lead a high-impact team that delivers essential services, drives innovation, and supports utility customers every day! The Utility Business Services section manages over $100 million in annual revenue across approximately 57,000 accounts. This section includes a billing and call center, as well as meter reading and field services. The billing and call center team oversees the billing processes, responds to customer inquiries, manages accounts, manages collection routines, and establishes payment plans. The meter reading staff records water consumption for utility customers by reading assigned routes and reports any defects or unusual readings for further investigation. Additionally, the field section conducts meter repairs and related fieldwork, directly supporting accurate meter readings and the utility billing cycle. Make an impact: Lead a team of utility billing staff within the Public Works Department, which is dedicated to providing reliable infrastructure and dependable public services that promote and protect the health, safety, and welfare of the community. Learn and grow: Guide the team toward continuous improvement by seeking efficient and effective methods to achieve goals while delivering exceptional and innovative services. What you will do: Bring your experience with billing systems, exceptional customer service skills, and a strong background in cross-functional collaboration. Demonstrate analytical abilities to resolve issues collaboratively with teammates and customers, finding solutions that are beneficial while adhering to city policies and codes. Be adept at learning, implementing, and championing new technologies to ensure the City’s infrastructure is maintained efficiently and transparently. Your forward-thinking approach enables you to anticipate emerging industry trends, adapt to regulatory changes, and guide staff through evolving expectations and best practices. Communicate clearly and respectfully, collaborate effectively across departments and agencies, and confidently represent the City in public settings. The ideal candidate is a strategic thinker who can balance long-term planning with daily operational demands while maintaining composure during emergencies and high-pressure situations. Additionally, the manager will inspire teammates and foster a positive workplace culture. Above all, you are committed to exceptional service, professional integrity, and supporting the City of Salem’s mission through proactive leadership and modern operational excellence Additional information on job responsibilities: Develop and implement new policies, procedures, and processes for the workgroup that leverage technology projects, fostering change and creating opportunities for increased efficiency and enhanced customer service. Assess organizational effectiveness and propose changes that align with budgetary and service-related goals. Balance and assign work tasks for the billing team, ensuring the completion of routine daily responsibilities while also facilitating participation in emerging projects. Lead employees with varying skill levels, addressing complex operational challenges and promoting a culture of accountability, safety, and continuous improvement. Analyze operational performance and compare it against service level expectations, developing plans and recommendations for enhancement. Assign work, evaluate performance, assess training needs, and administer disciplinary actions as necessary. Ensure that priority needs are addressed and projects are delivered on time. Maintain the integrity of data and records, ensuring compliance with applicable public records laws and regulations.

Requirements

Oregon Driver license and a driving record that meets the City of Salem’s driving standards.
Bachelor’s degree from an accredited college or university in business or public administration, or a related field, and six years of progressively responsible professional managerial experience, including managing supervisory staff, or any combination of experience and training that demonstrate possession of the knowledge, skills, and abilities as listed, and ability to perform the essential functions of work.
Insights regarding management theory and best practices for supervision, customer service, accounting and budget management, and public administration.
Ability to plan, lead, and provide program oversight in developing goals and objectives for section.
Knowledge of effective change management methods and successful implementation processes
Knowledge of analyzing, interpreting, explaining and applying relevant laws, regulations, ordinances, policies and procedures.
Ability to establish and strong working relationships and communication with all levels of City staff, contractors, other public bodies or agencies and members of the community.
Proficiency in operating office computer and associated software applications, technology, or other programs or equipment to collect and analyze data, retrieve information, and create documents and reports.
Skill in effective prioritization and execution of tasks within time constraints or specific deadlines.
Ability to exercise sound judgment to solve problems, work independently and make appropriate decisions regarding work methods and priorities.
Knowledge of creating, documenting and training day-to-day operational procedures that both align with budgetary constraints and maximize efficiency and accuracy goals;
Competence in respecting, seeking to understand, and valuing individual differences to foster and support a diverse and inclusive workplace.
Visual acuity is necessary to perform an activity such as: preparing and analyzing data, viewing a computer terminal, and extensive reading.

Nice To Haves

Master’s degree preferred for some assignments and may substitute for 2 years of progressively responsible managerial experience.
Depending on the area of assignment, certifications or licenses may be required or preferred (and maintained throughout employment).

Responsibilities

Develop and implement new policies, procedures, and processes for the workgroup that leverage technology projects, fostering change and creating opportunities for increased efficiency and enhanced customer service.
Assess organizational effectiveness and propose changes that align with budgetary and service-related goals.
Balance and assign work tasks for the billing team, ensuring the completion of routine daily responsibilities while also facilitating participation in emerging projects.
Lead employees with varying skill levels, addressing complex operational challenges and promoting a culture of accountability, safety, and continuous improvement.
Analyze operational performance and compare it against service level expectations, developing plans and recommendations for enhancement.
Assign work, evaluate performance, assess training needs, and administer disciplinary actions as necessary.
Ensure that priority needs are addressed and projects are delivered on time.
Maintain the integrity of data and records, ensuring compliance with applicable public records laws and regulations.

Benefits

Medical, dental, and vision coverage for you and your family.
Paid vacation and sick time in accordance with City policies.
Competitive pay (placement on the pay grade depends on experience and education).
Employer-paid PERS contribution of 6%.
Opportunity for voluntary pre-tax contributions to a 457b account.
Health care and dependent care flexible spending accounts.
Voluntary long-term care.
Employee wellness program.
Employee assistance program.
Employee health clinic.