Dir, Customer Account Mgmt - Quality Management

About This Position

The Director oversees and delivers strategic guidance to Managers and Program Managers responsible for utility training and development programs, contract and vendor management, systems training, process improvement support, and data governance across City of Austin utility platforms containing PII/SPI, including billing, financial, metering, and energy efficiency systems. The role is also accountable for ISO and quality certification initiatives, as well as the administration of enterprise quality assurance programs.

Additionally, the Director serves in a regulatory and compliance capacity, functioning as both the Data Owner and Privacy Officer. Responsibilities include oversight of data privacy compliance, coordination of Customer Care responses to Public Information Requests, support for legislative and regulatory activities, and management of audits and formal data inquiries.

This leader fosters an empowering environment built on trust, transparency, active listening, and shared accountability. The Director builds strong rapport and drives collaboration across departments and citywide stakeholders to support operational consistency and continuous improvement.

With stakeholders including all City departments, City Council, Boards and Commissions, and auditing entities, the Director plays a pivotal role in developing and implementing short‑ and long‑term strategies that strengthen customer satisfaction, enhance operational performance, and improve policies and processes with firm fiscal and regulatory oversight.

Prior leadership experience in a large, complex city or organization is highly preferred. Strong written and verbal communication skills are essential.

Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE for more information.

• The City of Austin employment application is an official document; incomplete applications will not be considered.
• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
• The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held. Starting salary will be based on overall relevant experience from your application.
• Résumés will not be accepted and statements such as “see résumé” will not be accepted. You may use “N/A” for fields that are not applicable.
• Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.

• Skills assessment may be used to determine selection for interview process after initial applicant review. Applicants will need to score above 70% on each assessment to move forward into the interview process.

• Verification of your education (which may include high school graduation or GED, undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.
• This position requires a criminal background investigation.

$138,700 - $177,500 annually

4815 Rutherford Lane

• This position has been designated as an Essential Employee position. In the event of a City-designated emergency, Essential Employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees and ensure the continuity of essential operations. In such an emergency, Essential Employees may be called back in, may be required to modify their schedule, may be assigned to a City-designated work site, or may be retained on site to assist with operations and recovery.
• Work hours may include after hours, holidays, and weekends.
• Employee may be required to work additional hours outside of regular work schedule.

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

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• Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation.

• Value and Innovation: Work in an environment where employees are valued, and innovation thrives.

• Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.

• Retirement Security: Plan for the future with the City of Austin Employees' Retirement System.

• Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure.

• Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support.

• Career Growth: Advance your skills and expertise with professional development and leadership opportunities.

• Modern Workspaces: Work in innovative and sustainable environments that foster collaboration and inspiration.

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EEO Statement for City of Austin:

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.