Program Manager I

Minimum Qualifications
Education and/or Equivalent Experience:

• Graduation with Bachelor’s degree from an accredited four-year college or university with major course work in a field related to the job plus three (3) years of experience in a field related to the job, one (1) year of which was in a lead, supervisory, project or program management capacity.
• Experience may substitute for education up to a maximum of four (4) years.

Licenses or Certifications:

• Valid Texas Class C Driver License.

Notes to Applicants
Position Overview: This position will primarily focus on managing customer engagement programs aimed at enhancing overall customer satisfaction for the utility. Role will include overseeing, launch and inceptions of current and upcoming Austin Water customer experience key initiatives. This may include projects such as the MyATX Water program expert, community-based outreach programs, and other cross functional team programs. Responsibilities encompass developing innovative customer engagement strategies, conducting program tests to optimize satisfaction and efficiency, and ensuring seamless operation of these initiatives. Additionally, the role entails proficiency in accounting, auditing, wholesale billing procedures and systems, and participation in hearings.

Working with Austin Water provides a number of benefits including medical, paid leave time, a great retirement plan, training opportunities and more! Click HERE for more information.

Driving Requirement:

• This position requires a valid Texas Class C Driver License or the ability to acquire one by your hire date. External New Hires must meet the City of Austin’s Driver Record Evaluation ( DRE ) requisite. To be considered for a driving position, applicants cannot have more than three moving violations or a total of six Driver Record Evaluation points within a period of thirty-six (36) months.

When completing the City of Austin employment application:

• Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications.
• A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position. Be sure to provide job title and employment dates for all jobs you wish to be considered.
• A resume is required, but will not substitute for a complete employment application. Incomplete applications will not be considered. Please include contact information from previous employers.
• A cover letter is also required. In the cover letter, candidates should describe in concise detail their interest in this position and highlight any prior experience that is relevant to this position.

If you are selected to interview:

• Your skills and competencies for this job will be assessed prior to being invited to interview. A 70% or above on all the assessments is required to be considered for the next step.

If you are selected as a top candidate:

• Verification of your education (which may include high school graduation or GED , undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution and proof of your professional licenses or certifications.
• If you are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
• A criminal background investigation is required.

Travel:

• If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

Secondary Employment:

• All Austin Water employees are prohibited from accepting or engaging in any secondary employment that might conflict or interfere with an employee’s duty and responsibility to the Department.
• Austin Water must review all secondary employment.
• Employees are required to submit a Secondary Employment Application for review and approval upon being hired with Austin Water, as well as current Austin Water employees considering secondary employment.

Effective October 1, 2014, all Austin Water worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any AW worksite - including construction sites, parking lot, garage or in any personal vehicle located on the premises.
Pay Range
$30.29 - $37.86

Hours
Monday - Friday; 8:00:a.m. - 5:00 p.m., flexible start time - telework 50%
Job Close Date 09/23/2024 Type of Posting External Department Austin Water Utility Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 625 E. 10th St., Austin, TX 78701 Preferred Qualifications

• Experience creating new, testing, and maintaining customer engagement programs that impact customer satisfaction
• Demonstrated knowledge of accounting/auditing and billing procedures and systems
• Ability to devise and present solutions to complex problems through highly analytical thinking and application of effective investigation, research and analysis methods
• Experienced skill in oral and written communication which includes presentations, sensitive customer/client correspondence, reports and process documentation

Duties, Functions and Responsibilities
Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
Determines program goals, objectives and resource requirements. Establishes program standards, methods, policies and procedures Coordinates and collaborates with stakeholders Monitors and evaluate programs effectiveness and implements improvement strategies Manages the budget of assigned program and associated projects and provides financial information Assists in developing, managing and submitting proposed budget forecast information Manages, coordinates, implements and monitors projects associated with assigned program Interacts with internal and external customers Investigates and responds to inquiries from the public and other departments Provides technical advice and assistance to department management, city management, field personnel, contractors, etc.

Responsibilities- Supervision and/or Leadership Exercised:

• May be responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for discharge.

Knowledge, Skills and Abilities
Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of principles and practices associated with assigned program area(s).
• Knowledge of fiscal planning and budget preparation and monitoring.
• Knowledge of management principles related to municipal project and program activities.
• Knowledge of city practice, policy, and procedure.
• Knowledge of supervisory and managerial techniques and principles.
• Skill in oral and written communications.
• Skill in planning, coordinating, and implementing programs and activities.
• Skill in interpreting, organizing, coordinating, and executing assignments, projects and programs.
• Skill in handling multiple tasks and prioritizing.
• Skill in using computers and related software applications.
• Skill in data analysis and problem solving.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to establish and maintaining good working relationships with other city employees and the public.
• Ability to exercise good judgment, tact and diplomacy in all dealings and maintain confidentiality as required.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* This position requires graduation with Bachelor's degree from an accredited four-year college or university with major course work in a field related to the job plus three (3) years of experience in a field related to the job, one (1) year of which was in a lead, supervisory, project or program management capacity. Experience may substitute for education up to a maximum of four (4) years. Do you meet these qualifications?

• Yes
• No

* This position requires a valid Texas Class C Driver License. Do you have a valid Texas Class C Driver license or, if selected for this position, do you the ability to acquire a valid Texas Class C Driver license by your hire date?

• Yes
• No

* The City of Austin Driver Eligibility Standards require that external new hires meet the City's Driver Record Evaluation (DRE) requisite. To be considered for a driving position, applicants cannot have more than three (3) moving violations or a total of six (6) Driver Record Evaluation points within a period of thirty-six (36) months. Do you meet this requirement?

• Yes
• No

* This position requires a criminal background investigation (CBI). By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Investigation.

* Will you now or in the future require employer sponsorship for a work-related visa (e.g. H1B or other similar visa)?

• Yes
• No

* How many years of experience do you have leading or directing conversations related to the consumer experience while representing a company, organization or other role?

• Less than 1 year
• 1-3 years
• 4-6 years
• 7+ years

* How many years of experience do you have of accounting/auditing and billing procedures and systems?

• Less than 1 year
• 1-3 years
• 4-6 years
• 7+ years

* How many years of experience do you have in data analysis and reporting results?

• Less than 1 year
• 1-3 years
• 4-6 years
• 7+ years

* How many years of experience do you have creating new, testing, and maintaining customer engagement programs that impact customer satisfaction?

• Less than 1 year
• 1-3 years
• 4-6 years
• 7+ years

* How many years of experience do you have developing new relationship with key stakeholders, customers, or internal teams?

• Less than 1 year
• 1-3 years
• 4-6 years
• 7+ years

* How many years of experience do you have serving in a leadership capacity on a cross functional team or serving as a subject matter expert?

• Less than 1 year
• 1-3 years
• 4-6 years
• 7+ years

* How many years of experience do you have in successfully launching a new process, product, or team?

• Less than 1 year
• 1-3 years
• 4-6 years
• 7+ years

* Were you referred to this opportunity by an Austin Water employee? If yes, please provide employee’s full name.
(Open Ended Question)


Optional & Required Documents

Required Documents Cover Letter Resume Optional Documents

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