Dir, Customer Care Services

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Austin 311 is the City of Austin’s 24/7/365 contact center, serving as a vital connection point between residents, visitors, and city services. Whether someone is reporting a pothole, seeking information about city programs, or navigating a community concern, our team is here to help day or night, every day of the year.
This role is about more than managing a contact center. It’s about leading a team that is often the first voice of the City in delivering accurate information, compassionate service, and a commitment to accessibility for the Austin and surrounding community. We’re looking for a leader who understands the importance of operational excellence, embraces innovation, and is passionate about public service.
If you’re someone who thrives in a fast-paced, high-impact environment and is ready to help shape the future of how Austin connects with its community.

Job Description:

Director, Customer Care Services

Purpose:

Enhances the customer experience through providing operational oversight and strategic leadership in any of the following areas: City of Austin Utility Contact Center, City of Austin 3-1-1 Contact Center (24x7 operations), Customer Assistance Programs, Community Engagement, Customer Energy Solutions, and Escalations.

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.

• Provides strategic management oversight, leadership, and accountability for customer-facing assigned departments.
• Analyzes, evaluates, and directs implementation activities of the “Best-in-Class” for integrated services, systems, and programs.
• Oversees operations and program and policy development, including internal and external communication coordination, for assigned areas.
• 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.
• Provides audit oversight for the accuracy, effectiveness, efficiency, and reliability of operations.
• Bears responsibility for providing operational contract management oversight.
• Negotiates and manages performance measurements for contracts for services provided by vendors.
• Bears responsibility for service-level agreements with other City of Austin departments and fosters positive interdepartmental relationships.
• Promotes confidence and public trust through education, communication, and working collaboratively to build internal and external relationships.
• Ensures compliance with Local, State, and Federal regulations and oversight bodies, processes, and procedures.
• Oversees the development, use, and maintenance of data, metrics, and statistics to develop strategy for increasing customer experience and operational efficiency.
• Bears responsibility for creating a culture that regards safety and customer service paramount to operations and customer service delivery.
• Provides recommendations and guidance in technology requirements gathering, testing, implementation, and maintenance of systems supporting core functions.

Responsibilities - Supervisor and/or Leadership Exercised:

• Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.

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 quality improvement and project management methodologies.
• Knowledge of Program Innovation and Operational Maintenance.
• Knowledge of fiscal planning, budget preparation, and presentation.
• Knowledge of applicable Federal, State, Local laws and ordinances.
• Knowledge of continuous improvement methodologies.
• Knowledge of applicable policies, practices, procedures, and standards.
• Knowledge of supervisory and managerial techniques and principles.
• Skill in effectively resolving customer/citizen escalations.
• Skill in development and implementation of customer facing programs.
• Skill in essential statistical and analytical reporting and problem solving.
• Skill in managing the collection and analysis of operational data.
• Skill in contract management, negotiation, and monitoring.
• Skill in utilizing data systems and project management solutions to manage and report on operational activities.
• Skill in exercising innovative approaches to improve contact center operations and technology.
• Ability to effectively audit and forecast operational patterns.
• Ability to manage contact center based operations and use whole array of customer contacts, calls portals, emails, outreach communications, and more.
• Ability to develop and engage staff and create opportunities for professional growth.
• Ability to establish and maintain professional communication and working relationships with City personnel and the public.
• Ability to manage financial outcomes and find resolutions to address shortfalls.
• Ability to effectively communicate, both orally and written.
• Ability to handle hostile conflict and uncertain situations.
• Ability to quickly recognize and analyze irregular events.

Minimum Qualifications:

• 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.

Licenses and Certifications Required:

None.

Preferred Qualifications:

• Experience at the Director level managing leaders of leaders (e.g., Operations Managers who oversee Supervisors, each with teams of frontline representatives) in a high-volume, 24/7 contact center with 100 or more seats.
• Experience with Public Sector Service Delivery: Background in customer-facing operations for government services, particularly 311 or similar city service centers.
• Experience with Strategic Planning and Performance Management: Proven ability to develop and execute strategic plans, manage key performance indicators, and drive service level performance in complex operational settings.
• Hands-on experience with Customer Relationship Management systems, call center platforms, and the implementation of new technologies to improve service delivery and customer experience.
• Experience with Root Cause and Process Improvement: Proficiency in root-cause analysis and the use of structured problem-solving quality control methodologies such as Lean Six Sigma or ISO-based frameworks.
• Experience with Emergency Response Coordination: Familiarity with supporting emergency operations and continuity of operations planning in a municipal or public safety context.
• Experience with employee engagement, foster a positive and inclusive workplace culture, and lead teams through organizational change and growth
• Experience developing and managing operations and maintenance (O&M) and capital budgets
• Experience presenting to boards, commissions, executive leaders, council members, and community stakeholders.

Notes to Candidate:

Location:

4815 Mueller Blvd, Austin, TX 78723

Days and Hours:

Monday through Friday. 8:00 a.m. to 5:00 p.m.
40 Hour Work Week

Additional work hours may be required to support the 24-hour Utility operations, which may include evenings, weekends, holidays, inclement weather and emergency closures.

Salary:

Commensurate

Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE for more information.

Employment Application:

• The City of Austin employment application is an official document; incomplete applications will not be considered.
• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
• The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held. Starting salary will be based on overall relevant experience from your application.
• Résumés will not be accepted and statements such as “see résumé” will not be accepted. You may use “N/A” for fields that are not applicable.
• Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.

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.
• If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
• This position requires a criminal background investigation.

Fair Labor Standards Act:

This position is classified as EXEMPT (Salaried). Exempt employees are not eligible for overtime compensation.

Essential:

This has been designated as an Essential Employee position. In the event of a City-designated emergency, Essential Employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees and ensure the continuity of essential operations. In such an emergency, Essential Employees may be called back in, may be required to modify their schedule, may be assigned to a City-designated work site, or may be retained on site to assist with operations and recovery.

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.

Important Note to Applicants:
Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time.

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

EEO Statement for City of Austin:

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.

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.

Closing Date/Time: 2025-09-30

• 

• City of Austin

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