Job Description

Posting expires: March 24, 2026

Salary range: $88,654 - $118,353

General Description and Classification Standards

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.

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.

Supervision Received

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.

Essential Duties and Responsibilities

The following duties are representative and not intended to be all-inclusive. Other duties may be assigned.

• 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.
• Interfaces with the Mayor’s Office, City Council, and other City departments, including ATL311, on policy and customer service matters.
• Resolves complex customer issues and provides final determinations.
• 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.
• Oversees the management of the Customer Contact Center and all Customer Resolutions groups.
• Ensures the short-term and long-term financial health and operational viability of the Department.
• Provides leadership that promotes collaboration and accountability within DWM and with external partners.
• Manages Customer Resolution operations, including budget development, staff management, and process oversight.
• 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.
• Aligns daily operations of Customer Resolutions and the Customer Contact Center with the Department’s strategic plan.
• Provides leadership and direction to group managers and oversees departmental project goals.
• Develops project strategies, implementation plans, scopes, and milestones.

Decision Making

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.

Leadership Provided

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.

Knowledge, Skills, and Abilities

This is a partial listing of required competencies.

• Strong verbal and written communication skills, including conflict resolution.
• Extensive knowledge of relevant technical terminology.
• Strong computer and software proficiency, including Microsoft applications.
• Demonstrated administrative, managerial, interpersonal, and team-building skills.
• Ability to develop effective relationships and partnerships.
• Ability to prepare clear, concise, and accurate documentation, including legal materials.
• Ability to interpret ordinances, regulations, and guidelines.
• Ability to negotiate and resolve conflicts involving citizens, elected officials, and staff.
• Ability to manage a government office open to the public.
• Ability to operate a City vehicle.
• Proficiency in Microsoft 365, enQuesta, WaterWorks, City CRM systems, and project management software.

Minimum Qualifications – Education and Experience

• Bachelor’s degree in Business, Management, or Public Administration
• 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.

Preferred Education and Experience

• Master’s degree in Business, Management, or Public Administration
• Six years of experience in customer service or customer experience, with one year within the municipal government sector
• Three or more years of managerial, supervisory, or team leadership experience
• Two or more years of experience in call center management, quality monitoring, or business analysis

Licensures and Certifications

None required.

Essential Capabilities and Work Environment

Requires the physical, sensory, and lifting capabilities necessary to perform the essential functions of the position. Typical work environment conditions associated with a government office setting apply.