City of Austin - JOB DESCRIPTION

Customer Care Services Director

Enhances the customer experience through providing operational oversight and strategic leadership in any of the following areas: City of Austin Utility Contact Center, City of Austin 3-1-1 Contact Center (24x7 operations), Customer Assistance Programs, Community Engagement, Customer Energy Solutions, and Escalations.

1. Provides strategic management oversight, leadership, and accountability for customer-facing assigned departments.
2. Analyzes, evaluates, and directs implementation activities of the “Best-in-Class” for integrated services, systems, and programs.
3. Oversees operations and program and policy development, including internal and external communication coordination, for assigned areas.
4. Develops and monitors Operations and Maintenance (O&M) and Capital Improvement Project (CIP) budgets and responds to any deviations from the approved cost/timeline and milestone activities.
5. Provides audit oversight for the accuracy, effectiveness, efficiency, and reliability of operations.
6. Bears responsibility for providing operational contract management oversight. Negotiates and manages performance measurements for contracts for services provided by vendors.
7. Bears responsibility for service-level agreements with other City of Austin departments and fosters positive interdepartmental relationships.
8. Promotes confidence and public trust through education, communication, and working collaboratively to build internal and external relationships.
9. Ensures compliance with Local, State, and Federal regulations and oversight bodies, processes, and procedures.
10. Oversees the development, use, and maintenance of data, metrics, and statistics to develop strategy for increasing customer experience and operational efficiency.
11. Bears responsibility for creating a culture that regards safety and customer service paramount to operations and customer service delivery.
12. Provides recommendations and guidance in technology requirements gathering, testing, implementation, and maintenance of systems supporting core functions.

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

• Knowledge of quality improvement and project management methodologies.
• Knowledge of Program Innovation and Operational Maintenance.
• Knowledge of fiscal planning, budget preparation, and presentation.
• Knowledge of applicable Federal, State, Local laws and ordinances.
• Knowledge of continuous improvement methodologies.
• Knowledge of applicable policies, practices, procedures, and standards.
• Knowledge of supervisory and managerial techniques and principles.
• Skill in effectively resolving customer/citizen escalations.
• Skill in development and implementation of customer facing programs.
• Skill in essential statistical and analytical reporting and problem solving.
• Skill in managing the collection and analysis of operational data.
• Skill in contract management, negotiation, and monitoring.
• Skill in utilizing data systems and project management solutions to manage and report on operational activities.
• Skill in exercising innovative approaches to improve contact center operations and technology.
• Ability to effectively audit and forecast operational patterns.
• Ability to manage contact center based operations and use whole array of customer contacts, calls portals, emails, outreach communications, and more.
• Ability to develop and engage staff and create opportunities for professional growth.
• Ability to establish and maintain professional communication and working relationships with City personnel and the public.
• Ability to manage financial outcomes and find resolutions to address shortfalls.
• Ability to effectively communicate, both orally and written.
• Ability to handle hostile conflict and uncertain situations.
• Ability to quickly recognize and analyze irregular events.

• Graduation with a Bachelor’s degree from an accredited college or university with major course work in Business or in a field related to the job, plus seven (7) years of related experience, including two (2) years of which were in a managerial/executive capacity.
• Graduation with a Master’s degree from an accredited college or university may substitute for two (2) years of the non-managerial/executive experience.