Under nominal direction, the Customer Care Services Director provides senior-level leadership for staff and programs related to the City of Austin’s 311 information call center. The City of Austin’s 311 Call Center operates 24/7 365 days a year.

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.

Preferred Qualifications:

• Experience at Director level managing and directing all aspects of a high volume 24×7 contact center operations with 100 seats+  
• Experience in root-cause analysis and application of ISO or other problem solving methodologies such as Lean Six-Sigma.
• Experience customer facing operations for government services such as 311 city services. 
• Experience working with Customer Relationship Management systems, call center software, and implementation of new technologies to improve service delivery.  
• Ability to travel to multiple work locations.

• 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.

About Austin Energy

Austin Energy is more than just a power company. We are 1,700 of your friends and neighbors with a mission to safely deliver clean, affordable, reliable energy and excellent customer service — 24 hours a day, 365 days a year. As a community-owned utility, we’re a not-for-profit enterprise of the City of Austin that is focused on driving customer value in energy services. At Austin Energy, we are determined to use innovative technology to build a better Austin and to lead the way for clean, affordable energy.

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