Customer Care Program Manager

Austin Energy • Austin, TX

434d • $82,139 - $106,787

About The Position

The Customer Care Program Manager is responsible for facilitating long and short-range planning activities for the customer assistance program at Austin Energy. This role involves developing project scopes, business case justifications for resource and budget planning, and coordinating efforts to standardize program processes and documentation. The manager will also create presentations for executives and external customers, ensuring effective communication and project management within the division.

Requirements

• Graduation with a Bachelor's degree from an accredited college or university with major course work in Business Administration, Public Administration, or a related field.
• Four (4) years of administrative/management experience, which may substitute for education up to four (4) years.

Nice To Haves

• Project Management and/or Process Improvement certifications (e.g., PMP, Lean Six Sigma), or the ability to obtain within 6 months of employment.
• Program and/or project management experience in public sector or utilities.
• Experience with developing business cases to support resource and technology requests.
• Demonstrated ability to create compelling visual presentation material.
• Experience working with vulnerable populations.

Responsibilities

• Participates in short and long-range planning activities for Customer Account Management, Customer Care Services, and Customer Energy Solutions.
• Develops, maintains, and monitors departmental budget; creates, compiles, and completes all budget documents for executive presentation.
• Manages purchasing procurement process; monitors contract services to ensure compliance with contractual obligations.
• Assists in the formulation of departmental policies and operating procedures.
• Evaluates program effectiveness and efficiency to meet departmental business goals.
• Recommends solutions to critical business issues and presents alternatives.
• Prepares and presents reports, oversees the design of visual presentation materials, including charts and graphs to accompany reports.
• Coordinates all human resource activities for the department to include employment and employee relations.
• Coordinates cross-functional projects and personnel to assess departmental requirements.
• Acts as the department liaison in the operations of divisions and other City departments.

Benefits

• Low-cost medical, dental, and vision insurance.
• Paid leave time.
• Highly competitive retirement plan.
• Career development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Utilities
• Education Level: High school or GED