VP of Cust Svc, Cust Adv & IS
Apply NowCompany: Columbus Water Works
Location: Columbus, GA 31907
Description:
Summary:
Performs work in accordance with the direction of the President and Executive Vice-President. This position oversees the Information Services, Customer Service and Customer Advocacy departments. Provides high-level strategic direction, operational oversight, and organizational leadership across respective departments. The Vice President is accountable for driving innovation, enhancing operational efficiency, aligning technology initiatives with organizational goals, and fostering a culture of continuous improvement. Responsible for leadership development and team building for respective departments. Reporting to the Executive Vice President, this role plays a critical role in shaping the strategic priorities and achieving the vision of the organization.
Essential Duties and Responsibilities include, but are not limited to, the following:
Required Knowledge, Skills and Abilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Reasoning Ability. Ability to analyze, interpret and report research findings. Ability to establish and maintain effective working relationships with employees, official division and department managers and the public, tact and courtesy, good judgment, thoroughness and dependability. Ability to maintain confidentiality.
Acceptable Experience and Training:
Possession of a Bachelor's degree from an accredited college or university is preferred, coupled with 10 years progressively responsible management experience in one of the following areas: designing and maintaining information systems, customer service/customer relations, general water/wastewater administration or any equivalent of experience and certifications which provide the required knowledge, skills, and abilities.
Supervisory Responsibilities:
Responsible for the direct supervision of Manager of Customer Service, Manager of Customer Advocacy, and Manager of Information Services.
Additional Requirements:
Deep expertise in IT strategy development, digital transformation, and systems integration and/or deep expertise in Customer Service management and techniques. Strong leadership and interpersonal skills with the ability to inspire and manage diverse teams. Exceptional problem-solving abilities and a strategic mindset. Experience in dealing with the public, customer service and Information Services. Must have the ability to keep abreast of customer trends and community. Flexible and adaptable in learning and understanding new technologies. Possession of a valid driver's license and good driving record.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand, walk, sit; use hands to finger, handle, or feel objects, tools or equipment; reach with hands and arms; climb stairs, balance, stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 5 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment:
The work environmental characteristics described here are representative of those the employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee regularly works in an office environment. The noise level in the work environment is usually moderate.
JOB ANNOUNCEMENT: 24-63
PAY GRADE: 18
Performs work in accordance with the direction of the President and Executive Vice-President. This position oversees the Information Services, Customer Service and Customer Advocacy departments. Provides high-level strategic direction, operational oversight, and organizational leadership across respective departments. The Vice President is accountable for driving innovation, enhancing operational efficiency, aligning technology initiatives with organizational goals, and fostering a culture of continuous improvement. Responsible for leadership development and team building for respective departments. Reporting to the Executive Vice President, this role plays a critical role in shaping the strategic priorities and achieving the vision of the organization.
Essential Duties and Responsibilities include, but are not limited to, the following:
- Provides oversight to the Managers of Customer Service, Customer Advocacy and Information Services.
- Provides oversight to Information services, Customer Service and Customer Advocacy team to ensure customer satisfaction objectives are met and performed in an efficient manner.
- Define and establish reporting for Customer Service, Customer Advocacy, and Information Services such as Key Performance Indicators (KPI) and other service metrics as needed while proactively improving processes and training to exceed targets and to ensure the leadership team manages them.
- Improves service-level standards, focused on accuracy in following established procedures, response times and issue resolution.
- Serves as the customer's advocate, including monitoring and supporting all activity and overseeing problem resolution, escalating customer issues quickly, if necessary. Responsible for overseeing management, tracking, and closing of all customer issues.
- Evaluates existing customer service and information technology objectives, initiatives, and policies, identifying opportunities for improvement and implementing them as appropriate.
- Lead cross-functional initiatives to optimize operational processes and foster enterprise-wide integration of technology solutions.
- Leads IT strategic and operational master planning to achieve business goals by fostering innovation, prioritizing IT initiatives, and coordinating the evaluation, deployment, and management of current and future IT systems across the organization.
- Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers.
- Manage customer credits and adjustments, support policy exceptions for unique cases, and coordinate procedural changes to align with CIS processes.
- Create and maintain frameworks for evaluating and improving departmental performance, including succession planning and employee engagement strategies.
- Prepares and presents monthly reports as related to the Division for the Board of Water Commissioners monthly Board Book, as needed.
- Establish and monitor staff performance and development goals, assign accountabilities, set objectives, establish priorities, conduct periodic feedback sessions of performance, performance goals and annual performance evaluations.
- Define and execute a comprehensive strategy for the development and implementation of innovative Information Services solutions that align with the organization's long-term goals.
- Evaluate and approve technology investments, ensuring ROI and strategic value.
- Technical oversight and direction for cybersecurity initiatives.
- Oversees the development of departmental budgets with managers and ensures that budgets are controlled.
- Represents CWW in the community and industry by participating on boards and committees, active membership in industry and civic organizations.
- Prepares and makes presentations to the public, civic and professional organizations, and industry peers.
- Performs other duties as required.
Required Knowledge, Skills and Abilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Language Skills. Ability to develop plans and programs and to evaluate and prioritize work accomplishments; ability to present facts and recommendations effectively in oral and written form.
- Mathematical Skills. Ability to calculate figures and amounts such as proportions, percentages, area, circumference and volume.
Reasoning Ability. Ability to analyze, interpret and report research findings. Ability to establish and maintain effective working relationships with employees, official division and department managers and the public, tact and courtesy, good judgment, thoroughness and dependability. Ability to maintain confidentiality.
Acceptable Experience and Training:
Possession of a Bachelor's degree from an accredited college or university is preferred, coupled with 10 years progressively responsible management experience in one of the following areas: designing and maintaining information systems, customer service/customer relations, general water/wastewater administration or any equivalent of experience and certifications which provide the required knowledge, skills, and abilities.
Supervisory Responsibilities:
Responsible for the direct supervision of Manager of Customer Service, Manager of Customer Advocacy, and Manager of Information Services.
Additional Requirements:
Deep expertise in IT strategy development, digital transformation, and systems integration and/or deep expertise in Customer Service management and techniques. Strong leadership and interpersonal skills with the ability to inspire and manage diverse teams. Exceptional problem-solving abilities and a strategic mindset. Experience in dealing with the public, customer service and Information Services. Must have the ability to keep abreast of customer trends and community. Flexible and adaptable in learning and understanding new technologies. Possession of a valid driver's license and good driving record.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand, walk, sit; use hands to finger, handle, or feel objects, tools or equipment; reach with hands and arms; climb stairs, balance, stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 5 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment:
The work environmental characteristics described here are representative of those the employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee regularly works in an office environment. The noise level in the work environment is usually moderate.
JOB ANNOUNCEMENT: 24-63
PAY GRADE: 18