AW Operations Manager - Dispatch & Customer Services

$47.51 – $61.76/hour, depending upon qualifications.

The ideal candidate has experience overseeing 24/7 customer-facing operations including a dispatch call center and customer services for billing and connection issues.

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.

1. Determines divisional needs; develops, executes, and evaluates strategic short- and long-range plans including three- to five-year forecasting for a variety of projects, programs, and division activities. Reviews, prepares, consolidates, and monitors division-wide budgets.
2. Coordinates activities within the division; between Austin Water and City departments; and with outside consultants, engineers, associations, regulatory agencies, neighborhood associations, and general public.
3. Interprets, explains, and ensures compliance with applicable policies, procedures, ordinances, and Federal/State regulations.
4. Evaluates programs for effectiveness and accomplishment of goals.
5. Develops/reviews, revises, and approves procedures and specifications for plant, field or laboratory operations, equipment, and technical instrumentation; analytical testing procedures; quality control programs; safety programs; and training programs.
6. Facilitates, conducts, and attends meetings and represents the division on behalf of the assistant director, department, and City.
7. Provides technical advice and assistance to internal and external customers.
8. Applies and interprets principles, practices, and procedures specific to functions such as Civil, Water & Wastewater, and/or Process Control System Engineering, Water Supervisory Control and Data Acquisition (SCADA) controls, Distributed Control Systems (DCS), and Advanced Smart Water Infrastructure.

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 water and wastewater operational programs.
• Knowledge of Local, State, and Federal water, wastewater, and reclaimed water regulations.
• Knowledge of City practices, policies, and procedures.
• Knowledge of safety practices and procedures.
• Knowledge of supervisory and managerial techniques and principles.
• Knowledge fiscal planning and budget preparation.
• Skill in oral and written communication.
• Skill in handling multiple tasks and prioritizing.
• Skill in using computers and related software.
• Skill in planning and organizing.
• Skill in analyzing complex data from various sources, synthesizing collected information, and developing sound decisions/recommendations.
• Ability to manage projects, develop and execute project timelines, delegate tasks, and evaluate progress from start up to completion of projects.
• Ability to quickly recognize and analyze irregular events.
• Ability to resolve problems or situations that require exercising tact, diplomacy, and sound judgment.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to make public presentations.
• Ability to meet and maintain driver eligibility detailed in the City of Austin Driver Safety Program.

Minimum Qualifications:

• Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a relevant field of study, plus seven (7) years of progressively responsible experience related to the activities of the program area, including three (3) years of experience which were in a supervisory, management, or program management capacity.
• Graduation with a Master’s degree from an accredited college may substitute for two (2) years of non-supervisory/management experience.

Licenses and Certifications Required:

• Program Area Responsibility for Advanced Technology and Smart Grid, Supervisory Control and Data, Acquisition, and Operational Support Services: No license required.

Preferred Qualifications:

• Advanced management experience in a large, robust organization.
• Ability to design short and long-term strategies that are scalable and efficient in a large and complex organization.
• Demonstrated skill and experience in developing and maintaining strong positive business relationships internally and externally.
• Experience providing leadership and direction to customer service-facing functions, including integrating excellent customer service with innovation and leadership.
• Ability to travel to more than one work location.