DWM Watershed Director I - Customer Resolutions (OCCBS)

City of Atlanta • Atlanta, GA

1d

About The Position

Manages the overall administration and operation of the City’s Watershed
customer service and resolution functions, including program implementation and
business operations. Areas of responsibility include planning and evaluation,
policy and program development, personnel and fiscal management, customer
relations, customer issue resolution, and oversight of the Customer Contact
Center.

This position represents a high level of strategic and operational management
and reports to a member of the executive or deputy. The role manages a primary
departmental function and recommends operating policies and procedures, subject
to executive approval. This position oversees a diverse group of professionals
and managers. This is not a routine promotional classification; specific
justification for placement at this level must be documented.

Requirements

• Strong verbal and written communication skills, including conflict resolution.
• Extensive knowledge of relevant technical terminology.
• Strong computer and software proficiency, including Microsoft applications.
• Demonstrated administrative, managerial, interpersonal, and team-building skills.
• Ability to develop effective relationships and partnerships.
• Ability to prepare clear, concise, and accurate documentation, including legal materials.
• Ability to interpret ordinances, regulations, and guidelines.
• Ability to negotiate and resolve conflicts involving citizens, elected officials, and staff.
• Ability to manage a government office open to the public.
• Ability to operate a City vehicle.
• Proficiency in Microsoft 365, enQuesta, WaterWorks, City CRM systems, and project management software.
• Bachelor’s degree in Business, Management, or Public Administration
• Seven (7) years of experience in customer service or customer experience, including escalation management in a supervisory or management role, with at least one (1) year of experience in a municipal government environment and in a call center environment, including one (1) year in management, quality monitoring, or business analysis.

Nice To Haves

• Master’s degree in Business, Management, or Public Administration
• Six years of experience in customer service or customer experience, with one year within the municipal government sector
• Three or more years of managerial, supervisory, or team leadership experience
• Two or more years of experience in call center management, quality monitoring, or business analysis

Responsibilities

• Develops and collaborates with internal and external entities, including the Law Department and other DWM offices, to draft rules and regulations governing DWM customers in the City of Atlanta.
• Interfaces with the Mayor’s Office, City Council, and other City departments, including ATL311, on policy and customer service matters.
• Resolves complex customer issues and provides final determinations.
• Oversees functional areas including the Customer Contact Center, customer and billing escalations, online new service requests, billing adjustments, the Water and Sewer Appeals Board, Walk-In Centers, and proactive and follow-up customer communications.
• Oversees the management of the Customer Contact Center and all Customer Resolutions groups.
• Ensures the short-term and long-term financial health and operational viability of the Department.
• Provides leadership that promotes collaboration and accountability within DWM and with external partners.
• Manages Customer Resolution operations, including budget development, staff management, and process oversight.
• Ensures Customer Resolution groups are adequately resourced—financially, administratively, and operationally—to fulfill the City’s mission of delivering potable water and wastewater services 365 days a year.
• Aligns daily operations of Customer Resolutions and the Customer Contact Center with the Department’s strategic plan.
• Provides leadership and direction to group managers and oversees departmental project goals.
• Develops project strategies, implementation plans, scopes, and milestones.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager