Customer Care Program Manager - Reserved for AE Customer Account Management Employees Only

Job Description:

Customer Care Program Manager - Reserved for AE Customer Account Management Employees Only

Description

Minimum Qualifications

• Graduation with a Bachelor’s degree from an accredited college or university with major course work in Business Administration, Public Administration, or in a field related to the job, plus four (4) years of administrative/management experience.
• Experience may substitute for education up four (4) years.

Licenses and Certifications Required:
None.
Notes to Applicants
As integrations with CC&B and the demand for customer data contained within has grown, the scope of the Customer Data Privacy Assurance Program has expanded. The Customer Care Program Manager, would take on the role of Customer Data Privacy Assurance Coordinator, and manage the Customer Data and Privacy Program while leading compliance of the program throughout City of Austin Utilities.

Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE for more information.

Employment Application:

The City of Austin employment application is an official document; incomplete applications will not be considered.

• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
• The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held. Starting salary will be based on overall relevant experience from your application.
• Résumés will not be accepted and statements such as “see résumé” will not be accepted. You may use “N/A” for fields that are not applicable.
• Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.

If you are selected as a top candidate:

• Verification of your education (which may include high school graduation or GED , undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.
• If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
• This position requires a criminal background investigation.

Work Schedule:

• Work hours may include after hours, holidays, and weekends.
• Shifts may change according to departmental needs.
• Employee may be required to work additional hours outside of regular work schedule.

Fair Labor Standards Act:

This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation.

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.
Pay Range
$39.49 - $51.34

Hours
Monday - Friday ; 40 hours
Job Close Date 11/12/2024 Type of Posting Division Only Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 4815 Mueller Blvd, Austin, Texas 78723 Preferred Qualifications
Preferred Qualifications:

PMP Certified, or the ability to obtain within 6 months of employment.

Experience with financial and customer management systems, specifically CC&B

Experience developing and presenting technical information to non-technical audiences, and presenting to executives, and other applicable stakeholders

Experience with leadership application of process improvement, change management, and program development
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.

Participates in short and long range planning activities for Customer Account Management, Customer Care Services and Customer Energy Solutions; serves as an advisor in support of division initiatives. Develops, maintains, and monitors departmental budget; creates, compiles, and completes all budget documents for executive presentation. Manages purchasing procurement process; monitors contract services to ensure compliance with contractual obligations. Assists in the formulation of departmental polices and operating procedures. Evaluates program effectiveness and efficiency to meet departmental business goals. Recommends solutions to critical business issues and presents alternatives. Prepares and presents reports, oversees the design of visual presentation materials, including charts and graphs to accompany reports. Coordinates all human resource activities for department to include employment and employee relations. Coordinates cross-functional projects and personnel to assess departmental requirements. Acts as the department liaison in the operations of divisions and other City departments.

Responsibilities- Supervision and/or Leadership Exercised:

• May provide leadership, work assignments, evaluation, training, and guidance to others.

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 business strategies, objectives, departmental goals, and initiatives.
• Knowledge of fiscal planning and budget preparation.
• Knowledge of supervisory and managerial techniques and principles.
• Skill in determining needs and gathering, analyzing and presenting data to provide accurate information for management’s use.
• Skill in oral and written communication.
• Skill in handling multiple tasks and prioritizing.
• Skill in using computers and related software applications.
• Skill in quantitative, qualitative, and financial data analysis, including statistics, and problem solving.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to train others.
• Ability to quickly recognize and analyze irregular events.
• Ability to establish and maintain effective communication and working relationships with city employees and the public.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
City of Austin is committed to compliance with the Americans with 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 Texas Relay by dialing 7-1-1.

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.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* This position requires graduation with a bachelor’s degree from an accredited college or university with major course work in Business Administration, Public Administration, or in a field related to the job, plus four (4) years of administrative/management experience. Experience may substitute for education up four (4) years. Do you meet these minimum qualifications?

• Yes
• No

* Are you a current AE Customer Account Management Employee?

• Yes
• No

* Please describe your experience in managing customer data.
(Open Ended Question)
* Are you currently a Project Management Professional (PMP) or can you obtain certification within 6 months of hire date?

• Yes
• No

* Describe your experience with leadership application of process improvement, change management, and program development. Include job titles and dates in your response.
(Open Ended Question)
* Describe your experience with developing and presenting technical information to non-technical audiences, and presenting to executives, and other applicable stakeholders.
(Open Ended Question)
* This position is categorized as an Essential Personnel position. Essential Personnel are required to come to work during emergencies and/or bad weather if they are scheduled to work and in some cases when they are not scheduled. Can you work this schedule as required?

• Yes
• No

* This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Check.

Optional & Required Documents

Required Documents Optional Documents