Now Hiring - City of Austin Texas - Government And Public Administration Customer Account Management Director in Austin, TX

The Payment Services Management Director directs and oversees the teams responsible for credit, collections, payment processing and branch customer service. Implements short and long-term strategies for increasing customer satisfaction and improving processes and policies related to fiscal oversight. The Director holds responsibility for expanding payment channels, minimizing accounts receivable, improving the customer experience and developing staff. This position oversees a team of managers and multiple functions, and reports directly to the Vice President of Customer Account Management. Director should have deep knowledge of utility and customer operations.

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:

• Provides strategic management oversight, leadership, and accountability for meter-to-cash assigned departments.

• Analyzes, evaluates, and directs implementation activities of the “Best-in-Class” programs and technology applicable to assigned areas.

• Oversees operations and program and policy development, including internal and external communication coordination, for assigned areas.

• 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.

• Provides audit oversight for the accuracy, effectiveness, efficiency, and reliability of operations.

• Bears responsibility for providing operational contract management oversight. Negotiates and manages performance measurements for contracts for services provided by vendors.

• Bears responsibility for service level agreements with other City of Austin departments and fosters positive interdepartmental relationships.

• Promotes confidence and public trust through education, communication, and working collaboratively to build internal and external relationships.

• Ensures compliance with Local, State, and Federal regulations and oversight bodies, processes, and procedures.

• Oversees the development, use, and maintenance of data, metrics, and statistics to develop strategies for increasing customer experience and operational efficiency.

• Bears responsibility for creating a culture that regards safety and customer service paramount to operations and customer service delivery.

• Provides recommendations and guidance in technology requirements gathering, testing, implementation, and maintenance of systems supporting core functions.