DWM Watershed Director I - Customer Resolutions (OCCBS)

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    "ExternalDescriptionStr": "<p><strong><u>Posting expires: June 25, 2026</u></strong></p><p><strong><u>Salary range: $88,654 - $118,353</u></strong></p><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\"><strong>General Description and Classification Standards</strong></span></span></p><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Manages the overall administration and operation of the City’s Watershed customer service and resolution functions, including program implementation and business operations. Areas of responsibility include planning and evaluation, policy and program development, personnel and fiscal management, customer relations, customer issue resolution, and oversight of the Customer Contact Center.</span></span></p><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">This position represents a high level of strategic and operational management and reports to a member of the executive or deputy. The role manages a primary departmental function and recommends operating policies and procedures, subject to executive approval. This position oversees a diverse group of professionals and managers. This is not a routine promotional classification; specific justification for placement at this level must be documented.</span></span></p><hr><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\"><strong>Supervision Received</strong></span></span></p><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Works independently or as part of a management team that collaborates on budgetary, staffing, policy, and operational matters. Direction received is broad and strategic and is typically collaborative.</span></span></p><hr><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\"><strong>Essential Duties and Responsibilities</strong></span></span></p><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">The following duties are representative and not intended to be all-inclusive. Other duties may be assigned.</span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Develops and collaborates with internal and external entities, including the Law Department and other DWM offices, to draft rules and regulations governing DWM customers in the City of Atlanta.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Interfaces with the Mayor’s Office, City Council, and other City departments, including ATL311, on policy and customer service matters.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Resolves complex customer issues and provides final determinations.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Oversees functional areas including the Customer Contact Center, customer and billing escalations, online new service requests, billing adjustments, the Water and Sewer Appeals Board, Walk-In Centers, and proactive and follow-up customer communications.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Oversees the management of the Customer Contact Center and all Customer Resolutions groups.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Ensures the short-term and long-term financial health and operational viability of the Department.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Provides leadership that promotes collaboration and accountability within DWM and with external partners.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Manages Customer Resolution operations, including budget development, staff management, and process oversight.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Ensures Customer Resolution groups are adequately resourced—financially, administratively, and operationally—to fulfill the City’s mission of delivering potable water and wastewater services 365 days a year.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Aligns daily operations of Customer Resolutions and the Customer Contact Center with the Department’s strategic plan.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Provides leadership and direction to group managers and oversees departmental project goals.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Develops project strategies, implementation plans, scopes, and milestones.</span></span></li></ul><hr><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\"><strong>Decision Making</strong></span></span></p><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Provides input and decision-making authority on matters impacting Watershed divisions and offices, including policy, procedures, strategy, budget, and technical issues. May commit the Department to action and establish organizational strategy and policy within legislative and executive limitations.</span></span></p><hr><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\"><strong>Leadership Provided</strong></span></span></p><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Provides guidance to a diverse group of managers and supervisors or may directly supervise professional staff and team leaders engaged in department-wide or policy-advisory functions. Leadership is typically broad in nature and focused on objectives, outcomes, and policy direction.</span></span></p><hr><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\"><strong>Knowledge, Skills, and Abilities</strong></span></span></p><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">This is a partial listing of required competencies.</span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Strong verbal and written communication skills, including conflict resolution.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Extensive knowledge of relevant technical terminology.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Strong computer and software proficiency, including Microsoft applications.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Demonstrated administrative, managerial, interpersonal, and team-building skills.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Ability to develop effective relationships and partnerships.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Ability to prepare clear, concise, and accurate documentation, including legal materials.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Ability to interpret ordinances, regulations, and guidelines.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Ability to negotiate and resolve conflicts involving citizens, elected officials, and staff.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Ability to manage a government office open to the public.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Ability to operate a City vehicle.</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Proficiency in Microsoft 365, enQuesta, WaterWorks, City CRM systems, and project management software.</span></span></li></ul><hr><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\"><strong>Minimum Qualifications – Education and Experience</strong></span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Bachelor’s degree in Business, Management, or Public Administration</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Seven (7) years of experience in customer service or customer experience, including escalation management in a supervisory or management role, with at least one (1) year of experience in a municipal government environment and in a call center environment, including one (1) year in management, quality monitoring, or business analysis.</span></span></li><li><hr></li></ul><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\"><strong>Preferred Education and Experience</strong></span></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Master’s degree in Business, Management, or Public Administration</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Six years of experience in customer service or customer experience, with one year within the municipal government sector</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Three or more years of managerial, supervisory, or team leadership experience</span></span></li><li><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">Two or more years of experience in call center management, quality monitoring, or business analysis</span></span></li></ul><hr><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\"><strong>Licensures and Certifications</strong></span></span></p><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; line-height: 115%;\">None required.</span></span></p><hr><p><span style=\"font-family: &quot;Century Gothic&quot;, sans-serif;\"><span style=\"font-size: 10pt; 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