Assistant Director, Austin Water Customer Experience

Job Description:

Assistant Director, Austin Water Customer Experience

Description

JOIN THE CITY OF AUSTIN TEAM

At the City of Austin, we are more than just an employer-we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles - Empathy, Ethics, Excellence, Engagement, and Equity - anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special?

• Make a Difference : Join a team driving meaningful change in one of the fastest-growing cities in the nation.
  
• Value and Innovation : Work in an environment where employees are valued and innovation thrives.
  
• Competitive Benefits : Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
  
• Retirement Security : Plan for the future with the City of Austin Employees' Retirement System.
  
• Sustainable Transportation Options : Commute easily with access to public transit and bike-friendly infrastructure.
  
• Focus on Wellness : Stay healthy through wellness programs, on-site fitness centers, and mental health support.
  
• Career Growth : Advance your skills and expertise with professional development and leadership opportunities.
  
• Modern Workspaces : Work in innovative and sustainable environments that foster collaboration and inspiration.
  

By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

About Austin Water:

For over 100 years, Austin Water has been committed to providing safe, reliable, high-quality, and affordable water services to our customers. Today, we serve over 1,000,000 people in the Austin metropolitan area, across more than 548 square miles.

The utility draws water from the Colorado River into three regional water treatment plants, Handcox, Davis, and Ullrich, which have a combined capacity of 335 million gallons per day.

Austin Water has two wastewater treatment plants, Walnut Creek and South Austin Regional, that can receive up to 150 million gallons per day of sewage to treat. Wastewater is cleaned into high-quality effluent that is safely returned to the Colorado River to augment environmental flows. More than a billion gallons of this high-quality effluent are reclaimed each year for outdoor irrigation, industrial cooling, manufacturing, and other uses.

Job Description:

Assistant Director, Austin Water Customer Experience

Purpose:

Under nominal direction of the Director of Austin Water (AW), this position is responsible for planning, developing, directing, and measuring all aspects of the utility’s Customer Experience (CX) Program Area, including oversight of AW’s 24/7 emergency calls and dispatch center, key account and customer account management, advanced metering operations, customer and operational data analytics, and marketing and communications.

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.

• Oversees the Customer Services Operational Area comprised of the Customer Services division, 24-7/365 Emergency Dispatch Services, and Key Accounts. These groups are responsible for permitting of new water/wastewater connections, revenue protection and recovery, billing escalations, 24-7 high volume call center, and oversight of key account management, including Medically Vulnerable accounts.
• Oversees the Advanced Metering Infrastructure (AMI) Program responsible for customer meter connections across AW’s entire service area and delivers the complete project scope.
• Oversees the AMI Water Meter Operations division, which is responsible for the strategic oversight and administration of enabling AMI software and systems designed to capture metering that supports billing and customer service activities.
• Oversees the Data Analytics division staff supporting AMI and strategic customer insights that provide the Executive Team and organizational leadership decision making real-time data.
• Oversees all AW Marketing and Communications that provide internal and external stakeholders and customers with information regarding AW’s services. This includes all AW digital platforms, including the My ATX Water customer portal and AW website, AW media and ad campaign strategies, and creative design.
• Identifies and executes improvements across the customer experience, including phone services, customer portal and engagement, key accounts, and benchmarking to JD Power surveys.
• Drives improvements in key metrics on citizen satisfaction with City services and stakeholder engagement.
• Assists in the preparation, presentation, and monitoring of departmental budget.
• Represents the department at City Council meetings, citizens groups, boards, and commissions.
• Provides support and coordination to other City departments and agencies as needed.

Responsibilities - Supervisor and/or Leadership Exercised:

Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.

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 fiscal planning and budget preparation.
• Knowledge of Local, State, and Federal water and wastewater utility regulations.
• Knowledge of City practices, policies, and procedures.
• Knowledge of technical aspects of operations and maintenance.
• Knowledge of supervisory and managerial techniques and principles.
• Skill in oral and written communications.
• Skill in handling multiple tasks and prioritizing.
• Skill in using computers and related software applications.
• Skill in managing multiple programs, projects, and tasks.
• Skill in negotiations and conflict resolution.
• Skill in analyzing complex data from various sources, synthesizing collected information, and developing sound decisions/recommendations.
• Skill in developing, reviewing, monitoring, and evaluating contracts for services and/or materials.
• Skill in development and implementation of customer facing programs.
• Skill in effectively resolving customer/citizen escalations.
• Ability to handle hostile conflict and uncertain situations.
• Ability to quickly recognize and analyze irregular events.
• Ability to manage multiple projects and programs simultaneously within approved budgets.
• Ability to quickly recognize and analyze irregular events.
• Ability to establish and maintain excellent communication and working relationships with city personnel and the public.

Minimum Qualifications:

• Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a field related to Business, Communications, or Public Administration, plus six (6) years of progressively responsible management experience in a related field, including at least three (3) years of experience with a water and wastewater utility.
• Graduation with a Master’s degree from an accredited college or university with major course work in a related field may substitute for up to two (2) years of the required experience.

Licenses and Certifications Required:

None.

The following are the preferred qualifications for the Assistant Director of Austin Water Customer Experience:

• Expertise in a water/wastewater utility or similar organization
  
• Incident Command experience - ability to navigate crisis situations with strong decision making
  
• Advanced conflict resolution and negotiation skills
  
• Safety expertise - ability to identify areas of opportunity to create safer working conditions.
  
• Customer Focused - ability to utilize customer portal for enhanced communications to end users
  
• Experience leading a 24/7 operation
  
• Change Management - ability to lead change initiatives to move the organization forward in a meaningful way
  
• Regulatory Framework Expertise - experience maintaining compliance in a highly regulated industry. Knowledge of local, state, and federal utility regulatory framework is highly desirable
  
• Experience delivering presentations to Boards, Commissions, and City Council
  

Notes to Candidate:

The Ideal Candidate:

The ideal candidate will be a detail-oriented and collaborative leader with strong analytical skills and the ability to drive change in a fast-paced environment. The selected candidate will possess a strategic mindset be able to see beyond their immediate team and envision long-term opportunities for departmental growth and improvement. A commitment to equity is essential, along with the ability to build meaningful relationships with City staff and community members through a social, racial, and equity-informed lens. Exceptional interpersonal, written, and verbal communication skills are critical for success in this role.

The following core competencies are important for this role:

• Political Savvy - Ability to exhibit confidence and professional diplomacy, while effectively relating to people at all levels internally and externally.
  
• Equity Lens - Ability to use an equity lens and framework to create inclusive, diverse, and safe workspaces and programs.
  
• Business Acumen - Has a firm understanding of how a municipal water system operates as a business to achieve goals and objectives.
  
• Thinks Strategically - Enables others to better understand and implement the vision and strategy, while being the aligned forward thinker, has the ability to formulate and communicate sound business strategy, and implement in a clear and concise manner.
  
• Exercises Leadership - Uses appropriate judgment to handle critical, problematic, or striking conditions with focus, ownership, and accountability.
  
• Results Driven - Ability to achieve organizational goals and objectives.
  
• Administration Skills - Proven ability to lead and manage a diverse team within a dynamic environment while remaining compliant and transparent. Ability to self-direct and manage multiple, high-profile projects in a fast-paced environment.
  
• Community Collaborator - Experience presenting complex technical information strategies to public stakeholders, utility management, City Manager’s Office, Boards and Commissions, and City Council.
  
• Creative Solutions Oriented - Ability to solve problems and find avenues to reconcile issues that would otherwise remain unsolved.
  

To view the detailed Recruitment Profile for this position, please click here.

To view the City of Austin recruitment video, please click here.

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

Regarding Your Application:

• A detailed and complete Employment Application is required. A Resume and Cover Letter are required and will not be accepted in lieu of a complete online Employment Application. Please be sure to upload your Resume and Cover Letter for consideration.
  
• Verification of employment history dates on resume should match online Employment Application.
  
• Employment history dates must include month and year.
  
• This position has been approved for a Criminal Background Investigation (CBI).
  
• To ensure consideration, candidates should apply by March 6, 2026 . To apply, candidates must complete this online application. Interested candidates should apply early in the process for optimum consideration.
  
• This position is subject to the Texas Open Records Act.
  

The salary range is $188,000 to $198,000 annually.

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 and proof of your professional licenses or certifications.

EEO Statement for City of Austin:

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.

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.