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City of Austin - JOB DESCRIPTION

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Vice President, Customer Account Management
FLSA: Executives/2 EEO Category: (10) Official/Adm
Class Code: 18133 Salary Grade: E00
Approved: June 24, 2013 Last Revised: January 07, 2025

Purpose:
 
Under nominal direction of the General Manager, this position is responsible for all revenue cycle and customer account operations within Austin Energy (AE).   
 
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. Directs, designs, and develops the strategies to maximize the revenue cycle operation with the overall goal of improving efficiencies, enhancing operational productivity.
  2. Promotes AE's revenue cycle programs, by setting reliable and verifiable program metrics to enhance both the strategic and financial goals of the utility.
  3. Provides leadership and direction to staff regarding revenue cycle operations, which includes but not limited to: meter reading, revenue measurement, remittance processing, payments, billing, collections and back-office functions to recover the cost of service for residential, industrial and commercial customers.
  4. Is responsible for streamlining customer account management processes by collaborating with staff assigned to finance, information technology, and other organizations across the city to improve revenue cycle operations.
  5. Incorporates current and future technological systems to improve customer account management processes, influences consumer payment behavior, and optimizes the speed and methods of payment collections.   
  6. Continues to build customer account management workflow efficiencies and improve staff capabilities by standardizing process documentation to measure and track key performance indicators while complying with established ISO standards.   
  7. Oversees effective contract management and audit practices by developing staff, implementing measures and metrics to enhance cost effectiveness and the overall operational efficiencies for customer care.
  8. Develops short- and long-term spending plans and monitors Operations & Maintenance (O&M) and Capitali Improvement (CIP) budgets. Prepares and presents annual technical and financial reports.
 
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 Local, State, and Federal law and City ordinances.
  • Knowledge of the electric utility processes, practices, issues and policies.
  • Knowledge of electric utility revenue cycle operations.
  • Knowledge of executive leadership principles to include development of subordinate staff.
  • Knowledge of budget methods, contract management and audit practices.
  • Knowledge of research and data utilization in decision-making processes.
  • Skill in managing interpersonal skills at multiple levels. 
  • Skill in effectively using various communication channels to convey information at all levels within the organization and to key stakeholders.
  • Skill in managing relationship between the financial and customer account programs.  Skill in handling conflict and uncertain situations, analyze and resolve irregular events.
  • Skill in structuring a complex organization to meet changing challenges.
  • Skill in managing and optimizing multiple product lines to achieve identified corporate goals.
  • Ability to work with frequent interruptions and changes in priorities.
  • Ability to integrate technology to improve overall revenue cycle activities.
  • Ability to analyze and resolve irregular events. 
Minimum Qualifications:
 
  • Graduation with a Bachelor’s degree from an accredited college or university with major course work in Business, Finance, Economics, Public Administration, Public Policy or in a field related to the job plus five (5) years of related utility or related industry experience of which five (5) were in a managerial or executive level position.
  • Master's degree may substitute for two (2) years of the required experience up to a maximum of two (2) years.
  • Experience may substitute for education up to the maximum of four (4) years.
Licenses and Certifications Required:
  None.

This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.