Manager - Field Operations (Customer Service)

Job Description:

Manager - Field Operations (Customer Service)

Description

Grade 22 - Starting annual rate: $89,669.00. Rate of pay depends on qualifications.

Job Description

JOB SUMMARY
The Manager - Field Operations is responsible for the day-to-day management of assigned staff which includes providing direction and guidance to the team, allocating resources, and assigning tasks to achieve optimum results. The Manager is responsible for monitoring productivity, documenting and reviewing field processes, and implementing or recommending operational changes. The Manager is additionally responsible for interacting with other SAWS teams and external stakeholders to ensure Field Operations are effective.

ESSENTIAL FUNCTIONS

• Selects, supervises, develops, trains, and evaluates performance of team members.
• Ensures that daily activities assigned to the team support the objectives of Field Operations.
• Manages field processes including developing productivity metrics, setting expectations, identifying resource requirements, allocating resources and assigning tasks.
• Works with team members to track and resolve issues.
• Tracks and monitors operational progress and associated budgets and reporting to SAWS management for CH20 Field Operations.
• Identifies and provides recommendations for improvements to the CH2O systems, its associated components and related business processes.
• Researches technological advances, best practices, benchmarking data, and industry standards to provide guidance to management and ensure optimum CH2O system direction.
• Mentors team members to ensure an efficient, self-managed team that promotes growth and development.
• Provides overall direction for team activities to support CH2O Field Operations.
• Prepares and/or reviews bids/RFQs for CH2O Field Operations; coordinates with Purchasing and or Contracting to perform the evaluation and selection process; supports the Board approval process for project funding.
• Administers operational contracts and service agreement for CH2O Field Operations; approves invoices, tracks costs, and monitors contractor/consultant performance and contract deliverables and compliance.
• Represents SAWS management for CH2O Field Operations with professional organizations, peer utilities, contractors, consultants, and vendors; establishes and maintains effective relationships with all SAWS stakeholders.
• Researches and interprets applicable regulations, codes, and standards and provides guidance tomanagement for CH2O Field Operations to ensure SAWS' compliance and minimize regulatory exposure and liability.
• Manages contract scope with consultants or vendors for CH2O Field Operations.
• Performs other duties as assigned.

DECISION MAKING

• Receives limited supervision.
• Provides supervision for assigned staff.

MINIMUM REQUIREMENTS

• Associate's Degree in a relevant field of study from an institution accredited by a recognized accrediting agency.
• Six years’ experience in meter related field work, including three years’ supervisory experience.
• Valid Texas Class "C" Driver's License.

PREFERRED QUALIFICATIONS

• Bachelor's Degree in Business Administration, Business Management, Management or related field from an institution accredited by a accredited accrediting agency.
• Two years’ experience implementing or managing advanced metering infrastructure (AMI) systems.

JOB DIMENSIONS

• Knowledge of project management principles, practices, techniques, and methodologies as it relates to area of responsibility or discipline.
• Skill in utilizing a personal computer and job-related software programs.
• Ability to plan, execute, and control a project (establishing realistic estimates and reporting metrics).
• Ability to assess and analyze project risks and exposures; identify options and alternatives, make decisions, and implement corrective actions.
• Ability to lead a diverse group to accomplish a common goal.
• Ability to prepare detailed reports and presentations.
• Ability to communicate clearly and effectively, verbally and in writing.
• Ability to establish and maintain effective working relationships with executive management, staff, consultants, vendors, and government agencies.

PHYSICAL DEMANDS AND WORKING CONDITIONS
Physical requirements include lifting up to 20 pounds. Subject to sitting, standing and walking for long periods of time. Requires visual acuity, speech and hearing. Working conditions are primarily in an office environment with possible field visits to project sites, vendor meetings and/or other Service Centers. May operate a company or personal vehicle.

May be required to work hours other than the regular schedule such as nights and weekends.

San Antonio Water System values the contributions of all its employees, providing them the best in compensation and benefits. The benefits package is designed to attract and retain a workforce of qualified employees who share a responsibility in providing quality water to 1 million consumers.
From an affordable medical and dental plan to life-sustaining retirement and insurance plans, we offer benefits that reward employees for their commitment to a challenging career at SAWS. Employee benefits include the following:

• Competitive, market-based salaries
• Performance-based incentives
• Medical benefits
• Dental benefits
• Life insurance
• Prescription drug program
• Vision care plan
• Two retirement plans
• Deferred compensation plans (457 plan)
• Disability income
• Paid leave (vacation, sick, personal)
• Education assistance program
• Employee assistance program
• Flexible, tax-deferred health and dependent care spending accounts
• Wellness programs
• On-Site Fitness Facilities
• Community service opportunities

Closing Date/Time: 5/18/2025 11:59 PM Central

Salary:

$89,669.00 - $160,514.00 Annually