Deputy Director, Customer Care & Business Affairs

Job Summary

The Deputy Director of Customer Care and Business Affairs plays a pivotal leadership role in overseeing financial services, business operations, and customer care. This individual will manage key departmental functions, ensuring financial performance, operational efficiency, and exceptional customer service. The Deputy Director will work closely with the Director of Water Resources to develop and implement strategies that optimize resources, improve service delivery, and enhance communication with customers, all while driving business growth and ensuring compliance with industry standards.

Essential Functions:

These are intended only as Illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position.

Lead the department in managing financial services, including budget preparation and overseeing business affairs.

Implement and monitor revenue tracking for all RWR divisions to ensure financial goals are met

Represent the department in various water industry organizations.

Lead collection initiatives and review Accounts Receivable (AR) aging reports for timely resolution.

Manage and oversee projects and implementation of technology upgrades.

Ensure high-quality customer service and address all customer care matters in a timely and efficient manner.

Oversee meter reading initiatives, accuracy, and timeliness

Essential Functions (Continued)

Oversee the processing of all RWR revenue and payments

Collaborate with the Director in the preparation of the Annual Operating Budget and the Capital Improvement Plan (CIP)

Liaise with state officials and agencies on water and wastewater-related matters

Develop, implement, and enforce policies and procedures for water and wastewater services

Represent the department at Commission and SPLOST meetings

Oversee contract management within divisions, including operational budget development, employee performance management, and regulatory compliance

Onboard and integrate new technology

Drive business analytics to inform strategic decision-making and support operational improvements

Additional Duties:

May assist with additional projects and tasks as required by the Director or senior leadership.

Support cross-departmental initiatives to improve overall service delivery and operational efficiency.

Knowledge, Skills, and Abilities:

In-depth knowledge of financial management, budgeting, and business affairs in a water utility environment.

Strong understanding of customer service principles and best practices. 

Ability to manage complex projects, ensuring timely and efficient completion.

Knowledge of water industry regulations, policies, and compliance requirements.

Ability to develop, implement, and communicate operational policies and procedures effectively. 

Knowledge, Skills, and Abilities (Continued):

Strong leadership and team management skills, with the ability to drive cross- departmental collaboration.

Proficiency in data analysis, budgeting software, and relevant industry tools.

Excellent communication skills, both verbal and written, with the ability to interact effectively with internal and external stakeholders.

Proven experience in eliciting requirements and testing

Experience in analyzing data to draw business-relevant conclusions and in data visualization techniques

Advanced proficiency in Excel (including VBA, Pivot Tables, array functions, etc.)

Working Condition

Working is typically performed in an office, but also may require routine field visits and emergencies

Minimum Qualifications

1. Bachelor’s degree in business administration, Finance, Public Administration, or a related field.

1. At least 10 years of progressive experience in utility management, customer service, or business affairs, with a minimum of 5 years in a leadership role.

1. Experience in financial management, budgeting, and overseeing operational processes.
2. Strong understanding of water utility operations, billing systems, and customer care functions.

1. Proven track record of managing multi-disciplinary projects and teams effectively.

1. Experience representing an organization at industry meetings and in negotiations with government agencies.
2. OR have a combination of education, training, and work experience that is equivalent to #1 and #2 above that provides the requisite knowledge, skills, and abilities for this job.

1. Valid State of Georgia driver's license.

Preference

1. Master’s degree in a related field.

1. Certification or training in water utility management, financial services, or customer service.

1. Previous experience in managing or implementing water utility technology solutions, such as radio read programs or mass meter switching.

1. Familiarity with SPLOST-funded projects and related grant management processes.

1. Experience working with community leaders and providing utility assistance programs.