Utilities Manager - Customer Service

Date Opened: Wednesday, May 07, 2025 12:00 AM

Close Date: Thursday, June 05, 2025 12:00 AM

Department: Charlotte Water Department

Salary: $114,225.74 - $142,782.18 Commensurate with Experience

SUMMARY

Charlotte’s local government, with more than 7,000 employees and a $2.39 billion budget, works hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn, and play.

Charlotte Water is an enterprise department of the City of Charlotte and one of the largest public water and sewer service providers in the southeast with 300,000 customer accounts and over 1000 employees. Our service area includes the City of Charlotte, Mecklenburg County, and the towns of Huntersville, Cornelius, Davidson, Mint Hill, Matthews, and Pineville. Charlotte Water’s FY 23 budget is $535M and a five-year capital program of $2.5 billion. We enjoy the highest credit ratings from all three major credit rating agencies as a result of sound financial planning and management and strong support from our City Council. We value competent, skilled candidates with a customer service focus to work in a team environment.

SALARY:

$128,504.00 - $142,781.00 Commensurate with Experience

JOB SUMMARY:

This position provides leadership, strategic direction, planning, and management oversight of the assigned utility area within Charlotte Water. Work involves overall compliance; leading development of annual water and sewer rates; managing assigned workforce; responsible for the daily operation of all field service delivery activities; including the meter reading system ; ensuring metering equipment is maintained and working appropriately; ensuring customer billing is timely and accurate; establishing goals for divisional staff; developing organizational structure; providing leadership and technical direction; overseeing and reviewing team member assignments and projects; and making sure assigned area has sufficient resources to perform. This position serves as a member of the leadership team and oversees and manages assigned operations and staff.

ESSENTIAL JOB FUNCTIONS:

• Supervises and coordinates work activities of assigned staff; assigns work, monitors status of work, and inspects completed work; participates and provides input in staffing decisions relative to hiring, firing, discipline, and promotional opportunities; evaluates performance; mentors staff; and aids with career development.
• Manages the daily operation of all field service delivery, meter reading and maintenance activities.
• Assures metering and billing accuracy.
• Oversees daily operation of the backflow program.
• Develops, executes, tracks, and reports on Customer Service plans to ensure achievement of assigned strategic priorities and projects.
• Serves as a member of the Charlotte Water Leadership Team participating in the overall management of the department.
• Partners with the Charlotte Water leadership team on department-wide strategic, operational, budgetary, and policy issues.
• Provides strategic direction, leadership development, resource needs, budget oversight and procurement for assigned area.
• Establishes the overall maintenance philosophy for the division; ensures maintenance staff is meeting the needs and is responsive to the needs of the various customers.
• Maintains water quality within water distribution.
• Makes sure that maintenance needs, activities, and functions are aligned with the City’s and the Department’s core values, strategic plan and direction.
• Tracks and addresses deficiencies to minimize negative impact to assigned area.

• Monitors performance levels, assets, and metrics applicable to assigned area;

• Communicates with both internal and external customers.
• Provides input into the establishment of capital investment priorities.
• Plans for optimal use of staff and material resources of the division.
• Coordinates and develops the annual budget submission for the division.
• Coordinates with multiple City departments regarding storm water projects, street paving projects, community improvement projects, and other topics as needed.
• Works collaboratively with other city departments, regional partners, and regulatory partners on programs, projects, city goals, regulatory issues, stakeholder processes and initiatives
• Assures metering and billing accuracy
• Meets regulatory and safety requirements in operational areas.
• Coordinates with City Finance on debt issuances, refinancing, and refunding.