Customer Support Division - Assistant Deputy Director

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Job Req ID: 230 

​Department: Customer Support Division Management 

Salary Range: $199,846.00 to $199,846.00 

Job Type: Unclassified     

Business Area: Public Utilities 

Personnel Area: PU Administrative Services 

Closing Date: 11/27/2024 

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*Please Note: Internal candidates must apply through SuccessFactors.Click Here*

The Position:

Under the general direction of the Deputy Director, this Assistant Deputy Director will exercise a wide range of leadership responsibilities in support of the day-to-day operations related to the Customer Support Division.

The Customer Support Division is a key touch point for community members interacting with the City. There are three major sections within the Customer Support Division: Customer Engagement Center, Billing & Financial Analytics, and System Performance & Workforce Analytics, each providing services to customers Citywide. The contact center resolves approximately 17,000 customer inquiries per month by phone and webform; bills and collects payments from approximately 283,000 customers; informs customers of critical service updates; and provides water conservation assistance to community members. A key responsibility for the Assistant Deputy Director will be to help drive the implementation of continuous improvement initiatives and have direct oversight over a portion of the workforce within the division. After the initial onboarding, the position may be eligible for a hybrid work arrangement (e.g., in-person meetings) with the primary on-site work location being at 525 B Street, San Diego, CA 92101.

There's no such thing as a "perfect" candidate. The City is looking for exceptional people who want to make a positive impact through their work, will serve their community proudly, and be excited to come to work every day. Education and experience studies have shown that people are less likely to apply for jobs unless they believe they can perform every task listed in the job description. The City may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications and we encourage you to apply if you are interested.

Key Areas of Responsibility:

• Partner with Division Leadership to develop and coordinate operational and technological improvements to advance the service to Public Utilities customers;
• Monitor performance metrics and data to inform operational decisions;
• Represent the Department before a variety of governing bodies within the City, including oversight committees, City Council, Civil Service Commission, etc.;
• Represent the Division and Department at various industry and professional forums;
• Establish and coordinate Department administrative policies within assigned area of responsibilities;
• Work collaboratively with other divisions and their staffs to ensure the efficient and effective operation of the Department;
• Collaborate with other City departments for the development and implementation of system improvements; and,
• Perform related duties as assigned.

Minimum Qualifications:

• Possession of a Bachelor’s Degree in a related field and 
• A minimum of five (5) years in a supervisory and/or managerial role.
• Any combination of education and experience that demonstrates these qualifications may be qualifying.

Desirable Qualifications:

The ideal candidate will possess the following qualifications:

• Extensive experience in developing, supervising, and managing staff with a strong commitment to diversity in the workplace;
• Progressively responsible experience which demonstrates readiness to manage a customer service center;
• Experience in developing and managing a complex budget;
• An understanding of personnel and labor relations principles, policies, and procedures;
• Strong leadership and interpersonal skills, with the ability to successfully interact with a wide variety of stakeholders;
• Excellent problem-solving skills;
• Excellent verbal, written, and public speaking skills with the ability to be comfortable making presentations in a variety of settings;
• Ability to communicate effectively to different audiences, including various levels of City management and members of the public;
• Ability to comprehend technical details and understand how they relate to and impact the “big picture;”

• Interest in municipal activities and services and how they impact the community;

• Highly ethical and objective, with the ability to navigate in a political environment without being political;

• A commitment to public service, fiscal responsibility, and innovation in government; and
• Energetic and motivated with the ability and desire to take initiative.

Benefits:

The City offers a robust benefits package that includes:

• Defined retirement plan, including pension reciprocity, dependent on an employee’s eligibility status (new hire, rehire, etc.). 
• A wide variety of cafeteria-style health and wellness plans or in-lieu cash waiver.
• 11 paid City holidays per calendar year and 1 floating holiday per fiscal year.
• Approximately 176 hours of paid annual leave for an employee’s first 15 years of service, and approximately 216 hours for 16+ years of service.
• Up to 24 hours of paid discretionary leave per fiscal year.
• Up to 320 hours of paid Parental Leave per childbirth or placement of a child.
• Up to 40 hours of paid Bereavement Leave per fiscal year.
• Tuition reimbursement up to $2,000 per fiscal year, and complimentary LinkedIn Learning professional development opportunities.
• Free transit pass (including MTS Trolley, MTS Bus, and all Rapid and Rapid Express bus services).
• Access to premier City golf courses at a discounted rate. 
• Reduced-rate fitness center memberships.
• City-paid life insurance. 

For additional details, please review the Benefits Summary for Unclassified Employees  (Download PDF reader) or contact the Benefits Division of the Risk Management Department at (619) 236-5924. 

The Department: 

The Public Utilities Department provides reliable and sustainable water, wastewater, and stormwater services to San Diego. Focusing on efficiency, innovation, and environmental stewardship, the department ensures high-quality water delivery and effective wastewater and stormwater management. The department operates through the Water Utility Fund, Municipal Wastewater Fund, and Metropolitan Wastewater Fund, serving retail, wholesale, and reclaimed water customers. The department is implementing the Pure Water San Diego project, which uses advanced water purification technology to provide a safe, sustainable, and drought-proof drinking water supply for the City. For more information, please visit the Department on the City's website.

The City:

With more than 1.4 million residents, the City of San Diego is the eighth largest city in the United States and the second largest in California. The City of San Diego’s strong economy, diverse population, great educational institutions, unsurpassed quality of life, and world-renowned location make it the ideal place to work, live, and play. With its great weather, miles of sandy beaches, and major attractions, San Diego has something to offer for everyone.

The City’s Mission, as stated in the Strategic Plan is “Every day we serve our communities to make San Diego not just a fine city, but a great City.” The City’s Vision is "Opportunity in every neighborhood, excellent service for every San Diegan". 

As one of the region’s largest employers, the City of San Diego employs nearly 13,000 highly dedicated employees and has a combined Fiscal Year 2025 operating and capital budget of approximately $5.65 billion. Additional information about the City of San Diego can be found on the City’s website.

Pre-Employment Requirements and Screening Process:
Employment offers are conditional, pending the results of all screening processes applicable to the position. All the processes required by the City of San Diego must be successfully completed before employment begins. Please refer to the City’s pre-employment requirements and screening process webpage for additional information.  Nothing in this job posting constitutes or should be construed as part of an express or implied contract for employment with the City of San Diego. 

Resumes will be screened according to the qualifications outlined above and the most qualified candidates will be invited to interview.   
 
The City of San Diego has an active Equal Opportunity/ADA Program for employment 
and vigorously supports diversity in the workplace.