Director of Utility Customer Experience

1 week ago


Austin, Texas, United States Center for Watershed Protection Full time

A strategic opportunity has arisen at the Center for Watershed Protection to lead our customer account management efforts. As a seasoned executive, you will oversee the development and implementation of our customer experience strategy, ensuring that our customers receive timely and accurate billing information. With your expertise in utility customer service, you will drive organization-wide improvements in service quality, delivery, and customer satisfaction.

We are seeking an exceptional leader who possesses extensive experience in leading large billing/account payment production groups in municipal utilities. Your strong leadership skills will enable you to integrate and implement new strategies to improve customer service delivery, exceed customer expectations, and expand the value of our services.

The ideal candidate will have a proven record of driving organization-wide improvements in service quality, delivery, continuous process improvement, and customer satisfaction. You will also cultivate relationships and collaborate with strategic department partners and other City leaders to understand their needs, address concerns, and maintain strong relationships.

We offer a competitive salary of $125,000 - $150,000 per year, depending on experience. The successful candidate will be responsible for overseeing the customer account management strategy for the organization, ensuring that the customer experience is positive and consistent. They will work closely with the Vice President, Customer Care Services to ensure that customers receive timely and accurate billing information and that billing inquiries are resolved quickly.



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