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Career Opportunity

CUSTOMER SERVICE OPERATIONS MANAGER FOR BUSINESS & SYSTEMS SUPPORT

Recruitment: RTF0130009-01152146

Published: December 22, 2022

Contact:

Linda Muir - LMuir@sfwater.org

Apply using SmartRecruiters, the City and County of San Francisco's application portal.

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Department: Public Utilities Commission
Job class: 0931-Manager III
Starting salary range: $152,802.00 - $195,026.00 (Range A)
Role type: Permanent Exempt What does this mean?
Hours: Full-time
 

About:

APPOINTMENT TYPE: Permanent Exempt (PEX): This position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer. The duration of the appointment shall not exceed 36 months.

WHO ARE WE?
San Francisco Public Utilities Commission (SFPUC)
Headquartered in San Francisco, we have 2,300 employees operating across eight counties serving more than 2.7 million customers in the San Francisco Bay Area – 24 hours per day, 365 days per year.

Our Mission: To provide our customers with high quality, efficient, and reliable water, power, and wastewater services in a manner that values environmental and community interests and sustains the resources entrusted to our care.

Our Vision: We are an innovative utility leader, recognized for excellent results in service, safety, stewardship, and inclusiveness.

We are an award-winning and industry-leading utilities organization committed to our customers, community interests, and the environment. To learn more about our organization, please visit our website at https://www.sfpuc.org/.

We are proud of our infrastructure and programs, but most importantly, we value our highly qualified and dedicated workforce which ensures that this vision becomes a reality.

To learn more about working at the SFPUC, visit our career site at https://www.sfpuc.org/about-us/careers-sfpuc

Role description

Project:  Customer Services Bureau (CSB) Technology Upgrade Project     

The Customer Service Office Operations Manager for the Business and Systems Support (BASS) section directs, administers and manages activities, programs, projects, and operations associated with upgrading the technology infrastructure of the SFPUC Customer Service operation. The Operations Manager will manage and lead all activities supporting planning, development, implementation, and post go-live activities of the CSB Technology Upgrade project.  

Essential Functions:

  • Lead the implementation of the Customer Service Technology Transformation Project to include a Contact Center Replacement Program, Customer Self-Service Replacement Program, Meter-to-Cash Process Improvements, and upgrading from Oracle Customer Care & Billing (CC&B) to Oracle Utilities Customer Cloud Service (CCS).
  • Manage and implement contracting process for multiple technology systems to include initiating requests for proposals, evaluating, and selecting the right systems and contractors. Managing, monitoring, and directing contractor relationships for multiple system implementations through Go-Live and post implementation stabilization.
  • Direct first level manager, including related planning, assigning, monitoring, training, coaching, and evaluation.
  • Manage a team responsible for performing a variety of functions in a high volume, fast paced environment.
  • Handle high level, urgent, and sensitive customer service complaints effectively, using knowledge of the utility billing systems, rules and regulations, business processes, etc.
  • Direct, plan, implement, manage, coordinate, monitor, evaluate and adjust Business and Systems Support (BASS) office operations objectives, functions, processes, policies, and procedures.
  • Ensure conformance with established departmental policies, procedures, laws and regulations.
  • Collaborate with Customer Services Director, managers, and staff in development, implementation, and evaluation of Customer Services policies and procedures.
  • Identify, research, investigate, analyze, resolve operational problems and issues including complex technical issues involving Customer Services functions, processes, services, systems and technology.
  • Recommend, implement new or modified existing policies, procedures, effective courses of action, alternative solutions, approaches and adjustments as deemed necessary for the continuous improvement of the operations and development of staff.
  • Collaborate with the Customer Services Director and managers to determine, define, and evaluate the effectiveness and efficiency of office operations organizational structure, staffing levels and assignments, service levels and delivery systems, resource needs and allocation, administrative systems and controls.
  • Establish and maintain effective, collaborative working relationships with Customer Services and PUC managers, supervisors and staff.
  • Coordinate Office Operations with management and staff of other departments, regions, agencies and organizations, including various types of utility accounts, new services, deposits, receipts, collections, and reporting activities.
  • Represent Customer Services in meetings on operations, processes, and policies.
  • Communicate with and inform the public, utility consumers, other departments and agencies, officials, contractors, interested parties of PUC/Customer Services operations, services, policies, rules and regulations.
  • Develop, implement, and manage fiscal year budgets, expenditures, financial and personnel systems, processes, practices, controls, and reporting.
  • Follow-up and resolve budget and staffing items and issues.
  • Direct, supervise preparation of management information, statistical, financial, operations reports, records and accounts.

The 0931 Manager III will perform other related duties as assigned. 

How to qualify

Education: Possession of a Bachelor’s degree from an accredited college or university, AND 
Experience: Five (5) years of experience in project management or closely related field and must include three (3) years of experience supervising personnel.

Substitution:
Additional qualifying work experience as indicated in Minimum Qualification Experience may substitute for the required education on a year-for-year basis. One (1) year (equivalent to 2,000 hours) of additional qualifying work experience will be considered equivalent to 30 semester units/45 quarter units.  

Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

 Desirable Qualifications:  

  • Experience managing implementation of cloud-based call center technology upgrade projects, preferably in a public sector environment.  
  • Degrees in the following: in Public Administration, Business Administration, Management or other related program or two years education with additional years of experience in Call Center or Customer Service Organizations Public sector experience in change management including change management in a matrixed environment.
  • Demonstrated strong analytical planning, organizational and presentation skills and abilities.
  • Strong computer skills (Windows, Outlook, Word, Excel, PowerPoint, Visio, Access, etc.).
  • Strong verbal and written communication skills .
  • Experience and knowledge of customer information and billing systems, customer contact center solutions, meter readying system, mobile computing and work order management system.

The stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.

Verification of Education and Experience:

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://sfdhr.org/how-verify-education-requirements

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

What else should I know?

HOW TO APPLY

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ and begin the application process.

  • Select the “I’m Interested” button and follow instructions on the screen

Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

Job Analyst Information: If you have any questions regarding this recruitment or application process, please contact the job analyst, Linda Muir, by email at LMuir@sfwater.org.

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.