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Job Description
Summary
Minimum Starting Salary: $65,582.14 per year
The City of Waco Seeks:
The City of Waco is seeking a strategic Performance & Accountability Manager. This role will support a culture of service excellence. If customer service is your passion, this is the perfect role for you. Apply, today!
Minimum Qualifications:
Required:- Bachelor’s Degree in Public Administration, Business, Data Analytics, Organizational Development or a related field and 3 years’ experience in performance management, quality assurance, or service delivery improvement, or an equivalent combination of education and experience.
- Demonstrated experience designing and managing KPI reporting systems and leading process improvement systems.
Preferred:- Experience in a utility, municipal, multi-departmental government setting.
Position Overview:
The Performance and Accountability Manager is responsible for developing, implementing, and managing a comprehensive quality assurance (QA), quality control (QC), and performance monitoring program across the Customer Engagement & Meter Services Department. This role ensures effective performance management through the definition, tracking, and reporting of Key Performance Indicators (KPIs), continuous coaching, and cross-functional collaboration. This position supports a culture of service excellence, operational efficiency, and accountability by analyzing customer and operational data, identifying gaps, and guiding corrective actions. The Manager also monitors customer-related KPIs across all City Departments, partners with other Directors to standardize service benchmarks, and leads performance-based process improvements citywide.
Essential Functions:- Defines, implements, and tracks KPIs for Customer Engagement and Meter Services operations, including billing, field operations, call center performance, customer satisfaction, service timelines, and complaint resolution.
- Monitors customer-related KPIs across all City Departments to ensure consistent and high-quality service delivery.
- Partners with department leadership to align KPIs with City-wide standards and strategic goals.
- Works with data teams to maintain dashboards and visual reports for real-time performance tracking.
- Prepares recurring and ad hoc reports detailing department and citywide customer service performance.
- Presents findings to internal leadership, department directors, and executive management.
- Communicates trends, improvement needs, and successes clearly and effectively to all stakeholders.
- Develops QA/QC frameworks for reviewing customer service transactions, billing entries, field work orders, and internal processes.
- Conducts service audits, analyze call and work order data, and assess adherence to procedures and regulatory requirements.
- Recommends process corrections and training enhancements to ensure consistency and service accuracy.
- Collaborates with training teams to ensure staff development aligns with performance goals and QA outcomes.
- Leads or supports the development and implementation of process improvements focused on meeting or exceeding KPIs.
- Works directly with Directors across City Departments to standardize and refine service delivery processes based on KPI targets
- Uses root cause analysis to identify recurring service challenges and implement sustainable solutions.
- Coordinates with supervisors, managers, and directors across departments to address performance gaps and align services.
- Serves as the performance liaison between Customer Engagement, Meter Services, and City-wide operations.
- Promotes cross-departmental understanding of performance goals and data-driven decision-making.
- Ensures that all QA/QC records, performance documentation, and KPI tracking are maintained in compliance with State and Federal requirements.
- Supports audits and city performance reviews by providing accurate documentation and metrics.
- Performs other related duties as assigned.
- Complies with all policies and standards.
- Supports the relationship between the City of Waco and the general public by demonstrating courteous and cooperative behavior when interacting with residents, visitors, and City staff; maintains confidentiality of work-related issues and City information
- Lives the City of Waco Values: equity & inclusion, excellence & innovation, integrity, people, and teamwork.
The City of Waco offers a complete benefits package for eligible employees including; health, dental, vision, Employee Assistance Program (EAP), Flexible Spending Accounts, life insurance, long term and short term disability, retirement, deferred compensation plans, holidays, vacation, sick leave, credit union and savings bonds.
To learn more about the benefits offered, visit our Benefits page.
Why Work For Waco:- Meaningful and challenging work
- Make a difference and improve communities
- Competitive Salary and Benefits
- Full Range of Benefits, including Health, Dental, Vision, Disability, and Life Insurance
- Mandatory TMRS Retirement Plan with a 2:1 City Match
- Education Assistance Program
- Paid Parental Leave
- Employee Assistance
- Longevity Pay
- And More!
- Chance to do work you are passionate about
- Desire to give back
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ABOUT THE COMPANY
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City of Waco
Show moreWaco is centrally located in the heart of Texas on the I-35 corridor midway between Dallas-Fort Worth and Austin. This progressive and diverse city with a vibrant community spirit offers major attractions, museums, recreation, and abundant shopping to more than 140,000 residents. Waco is the 25th largest city in Texas and the county seat of McLennan County.
Waco is not only briming with Texas history, economic opportunity, and a rich variety of cultural experiences, it is also a major seat of high learning within three major colleges in its city limits including Baylor University, Texas State Technical College and McLennan Community College.
The city is also the birthplace of Dr. Pepper, the Texas Ranger Hall of Fame Museum and the Texas Sports Hall of Fame. Waco boasts one of the biggest and best municipal parks in Texas, Cameron Park. While the park is located in the middle of downtown situated on the Brazos and Bosque River it hosts numerous races, triathlons, boat races and much, much more.
Governance and Organization
Waco is a home rule city with a council-manager form of government. The City Council is comprised of a Mayor, elected at-large, and five City Council members representing single-member districts, all serving two-year terms. The City Council sets the tax rate, approves the budget, appoints members to City boards and commissions, enacts City ordinances, and appoints the City Manager, City Attorney, City Secretary, and the Municipal Court Judge.
The City has a strong Financial Management Policy that guides the operation and delivery of quality City services, contributes to excellent AA+ and Aa1 bond ratings, and maintains an unassigned fund balance reserve in the General Fund equal to 28% of current year budgeted expenditures. The City of Waco has more than 1,600 employees and a total operating budget of over $400 million.
The City provides a full range of municipal services including a regional airport, animal services, building inspections, code enforcement, convention and visitors bureau, emergency management, housing and community development, economic development, fire, public health, library, municipal court, parks and recreation, planning, police, public works, Texas Ranger Hall of Fame Museum, utilities and zoo operations.
The City Council and City Manager are committed to the mission of providing exemplary municipal services for citizens and visitors in a collaborative and transparent manner while honoring the public’s trust. Waco values include providing excellent and innovative services, promoting equality and inclusion, focusing on teamwork, investing in people and always doing the right thing.
With the City of Waco, you will find our home; where everyone belongs and thrives as move forward together.
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