Process Improvement & Data Analytics Manager
City of Austin
Position Information Position Information Posting Title Process Improvement & Data Analytics Manager Job Requisition Number COA092898 Position Number 119500 Job Type Full-Time Division Name Customer Services Minimum Qualifications
Bachelor’s degree from a four-year college or university with major coursework in a field related to the job, plus six (6) years or related experience, two (2) of which in a supervisory or managerial capacity. A Master’s degree in Business, Analytics, Management, Public Administration, or related field may substitute for up to two (2) years of the required non-managerial experience.
Licenses or Certifications:None Notes to Applicants Position Overview:
The Process Improvement & Data Analytics Manager will manage the Customer Insights & Solutions Division of Austin Water. The mission of the division is to elevate the experience of Austin Water customers through innovative, intelligence-driven initiatives and the enhancement of existing customer interaction methodologies.
Working with Austin Water provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, training opportunities and more. Please click HERE for more information.
When completing a City of Austin employment application: Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications. A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position. Be sure to provide job titles and employment dates for all jobs you wish to be considered. A resume is required, but will not substitute for a complete employment application. Please include contact information from previous employers. A cover letter is also required. In the cover letter candidates should describe, in concise detail, their interest in this position and highlight any prior experience that is relevant to this position.
If you are selected to interview: Candidates selected to interview will receive information and instructions for preparing a short presentation to be given at the time of the interview.
If you are selected as a top candidate: 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 and proof of your professional licenses or certifications. If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date. This position requires a criminal background investigation.
Secondary Employment: All Austin Water employees are prohibited from accepting or engaging in any secondary employment that might conflict or interfere with an employee’s duty and responsibility to the Department. Austin Water must review all secondary employment. Employees are required to submit a Secondary Employment Application for review and approval upon being hired with Austin Water, as well as current Austin Water employees considering secondary employment.
Effective October 1, 2014, all Austin Water worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any AW worksite – including construction sites, parking lots, garages or in any personal vehicle located on the premises. Pay Range $42.26 – $54.94
Hours Monday – Friday: 8:00 a.m. – 5:00 p.m., with some flexibility.
Up to 3 days a week of telework.
May be required to work various hours in support of emergency activations. Job Close Date 01/06/2025 Type of Posting External Department Austin Water Utility Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 625 E. 10th St. Waller Creek Center Preferred Qualifications Experience building and maintaining relationships with key stakeholders at various levels (technical, operational, and executive). Experience leading and supervising teams and/or projects, particularly in customer service or utility-related functions. Experience using customer relationship management (CRM) software (CC&B, IPS, Salesforce) to maintain and track customer account information. Additionally, experience in analyzing customer data to anticipate needs and improve service delivery. Proven ability to thrive in dynamic environments, adapting swiftly to changing circumstances, including handling emergencies, resolving complex customer issues, and modifying strategies to meet evolving utility demands. Experience developing and refining business processes, policies, or programs, particularly related to customer service, account management, and utility operations. Ability to travel to more than one work location Duties, Functions and Responsibilities Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
Collaborates with department executives and stakeholders to develop and implement a comprehensive, strategic approach to align process improvement initiatives with business objectives. Manages professional staff that lead cross-functional process improvement projects and collaborates with stakeholders to identify improvement opportunities; and defines project scope, objectives, and success criteria. Defines data analytics tools and techniques, statistical methods, and key performance indicators (KPIs) to monitor process performance and derive actionable insights. Monitors emerging trends and advancements in data analytics and proactively explores innovative approaches to extract insights. Identifies and implements process improvement methodologies to streamline workflows, enhance operational efficiency and effectiveness, and fosters a culture of continuous improvement at all levels of the organization. Identifies, analyzes, and prioritizes business processes for improvement based on data-informed insights, stakeholder feedback, and organizational goals. Develops workshops and training programs to build process improvement and data analytics capabilities across the organization. Builds and maintains relationships with key stakeholders and acts as a liaison between business units and other departments to facilitate collaboration and ensure effective communication and coordination. Champions a culture of continuous improvement and data-informed decision-making across the organization and implements change management strategies to ensure successful adoption of process improvements.
Responsibilities- Supervision and/or Leadership Exercised:Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.
Knowledge, Skills and Abilities Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
Knowledge of Business Process Management (BPM) principles and methodologies, concepts, and frameworks, including process modeling, process analysis, process improvement methodologies (such as Lean and Six Sigma), and process automation. Knowledge of data analysis techniques, such as statistical analysis, data visualization, and interpretation of key performance indicators (KPIs). Knowledge of project management methodologies and practices to effectively plan, execute, and monitor process improvement initiatives. Knowledge of change management principles and techniques to facilitate smooth process transitions and drive adoption of process improvements within the organization. Ability to align process improvement initiatives with organizational goals. Skill in applying knowledge of process improvement principles and methodologies to align process improvement initiatives with organizational goals. Skill in communicating effectively to convey ideas, facilitate workshops, collaborate with stakeholders at all levels, and build consensus around process improvement initiatives. Skill in change management to assess the impact of process changes on people, processes, and systems, and develop strategies to overcome resistance and drive successful change adoption. Ability to inspire and motivate cross-functional teams, influence stakeholders, and drive process improvement initiatives to successful completion. Ability to think critically, analyze complex problems, and break them down into manageable components. Ability to effectively communicate complex concepts to both technical and non-technical stakeholders. Ability to adapt to changing business needs, priorities, and emerging technologies to optimize processes accordingly.
Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA 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.
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.
Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview. Supplemental Questions
Bachelor’s degree from a four-year college or university with major coursework in a field related to the job, plus six (6) years or related experience, two (2) of which in a supervisory or managerial capacity. A Master’s degree in Business, Analytics, Management, Public Administration, or related field may substitute for up to two (2) years of the required non-managerial experience.
Licenses or Certifications:None Notes to Applicants Position Overview:
The Process Improvement & Data Analytics Manager will manage the Customer Insights & Solutions Division of Austin Water. The mission of the division is to elevate the experience of Austin Water customers through innovative, intelligence-driven initiatives and the enhancement of existing customer interaction methodologies.
Working with Austin Water provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, training opportunities and more. Please click HERE for more information.
When completing a City of Austin employment application: Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications. A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position. Be sure to provide job titles and employment dates for all jobs you wish to be considered. A resume is required, but will not substitute for a complete employment application. Please include contact information from previous employers. A cover letter is also required. In the cover letter candidates should describe, in concise detail, their interest in this position and highlight any prior experience that is relevant to this position.
If you are selected to interview: Candidates selected to interview will receive information and instructions for preparing a short presentation to be given at the time of the interview.
If you are selected as a top candidate: 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 and proof of your professional licenses or certifications. If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date. This position requires a criminal background investigation.
Secondary Employment: All Austin Water employees are prohibited from accepting or engaging in any secondary employment that might conflict or interfere with an employee’s duty and responsibility to the Department. Austin Water must review all secondary employment. Employees are required to submit a Secondary Employment Application for review and approval upon being hired with Austin Water, as well as current Austin Water employees considering secondary employment.
Effective October 1, 2014, all Austin Water worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any AW worksite – including construction sites, parking lots, garages or in any personal vehicle located on the premises. Pay Range $42.26 – $54.94
Hours Monday – Friday: 8:00 a.m. – 5:00 p.m., with some flexibility.
Up to 3 days a week of telework.
May be required to work various hours in support of emergency activations. Job Close Date 01/06/2025 Type of Posting External Department Austin Water Utility Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 625 E. 10th St. Waller Creek Center Preferred Qualifications Experience building and maintaining relationships with key stakeholders at various levels (technical, operational, and executive). Experience leading and supervising teams and/or projects, particularly in customer service or utility-related functions. Experience using customer relationship management (CRM) software (CC&B, IPS, Salesforce) to maintain and track customer account information. Additionally, experience in analyzing customer data to anticipate needs and improve service delivery. Proven ability to thrive in dynamic environments, adapting swiftly to changing circumstances, including handling emergencies, resolving complex customer issues, and modifying strategies to meet evolving utility demands. Experience developing and refining business processes, policies, or programs, particularly related to customer service, account management, and utility operations. Ability to travel to more than one work location Duties, Functions and Responsibilities Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
Collaborates with department executives and stakeholders to develop and implement a comprehensive, strategic approach to align process improvement initiatives with business objectives. Manages professional staff that lead cross-functional process improvement projects and collaborates with stakeholders to identify improvement opportunities; and defines project scope, objectives, and success criteria. Defines data analytics tools and techniques, statistical methods, and key performance indicators (KPIs) to monitor process performance and derive actionable insights. Monitors emerging trends and advancements in data analytics and proactively explores innovative approaches to extract insights. Identifies and implements process improvement methodologies to streamline workflows, enhance operational efficiency and effectiveness, and fosters a culture of continuous improvement at all levels of the organization. Identifies, analyzes, and prioritizes business processes for improvement based on data-informed insights, stakeholder feedback, and organizational goals. Develops workshops and training programs to build process improvement and data analytics capabilities across the organization. Builds and maintains relationships with key stakeholders and acts as a liaison between business units and other departments to facilitate collaboration and ensure effective communication and coordination. Champions a culture of continuous improvement and data-informed decision-making across the organization and implements change management strategies to ensure successful adoption of process improvements.
Responsibilities- Supervision and/or Leadership Exercised:Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.
Knowledge, Skills and Abilities Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
Knowledge of Business Process Management (BPM) principles and methodologies, concepts, and frameworks, including process modeling, process analysis, process improvement methodologies (such as Lean and Six Sigma), and process automation. Knowledge of data analysis techniques, such as statistical analysis, data visualization, and interpretation of key performance indicators (KPIs). Knowledge of project management methodologies and practices to effectively plan, execute, and monitor process improvement initiatives. Knowledge of change management principles and techniques to facilitate smooth process transitions and drive adoption of process improvements within the organization. Ability to align process improvement initiatives with organizational goals. Skill in applying knowledge of process improvement principles and methodologies to align process improvement initiatives with organizational goals. Skill in communicating effectively to convey ideas, facilitate workshops, collaborate with stakeholders at all levels, and build consensus around process improvement initiatives. Skill in change management to assess the impact of process changes on people, processes, and systems, and develop strategies to overcome resistance and drive successful change adoption. Ability to inspire and motivate cross-functional teams, influence stakeholders, and drive process improvement initiatives to successful completion. Ability to think critically, analyze complex problems, and break them down into manageable components. Ability to effectively communicate complex concepts to both technical and non-technical stakeholders. Ability to adapt to changing business needs, priorities, and emerging technologies to optimize processes accordingly.
Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA 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.
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.
Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview. Supplemental Questions
Required fields are indicated with an asterisk (*).
* The minimum qualifications for the Process Improvement & Data Analytics Manager position are: Bachelor's degree from a four-year college or university with major coursework in a field related to the job, plus six (6) years or related experience, two (2) of which in a supervisory or managerial capacity. A Master’s degree in Business, Analytics, Management, Public Administration, or related field may substitute for up to two (2) years of the required non-managerial experience. Do you meet these minimum qualifications? Yes No * How many years of experience do you have developing and refining business processes, policies, or programs, particularly related to customer service, account management, and utility operations. None Less than 3 years 3-5 years 5-7 years 7-10 years More than 10 * How many years of experience do you have using customer relationship management (CRM) software (i.e., CC&B, IPS, Salesforce) to maintain and track customer account information? None Less than 3 years 3-5 years 5-7 years 7-10 years More than 10 * Please describe your experience working with cross-functional teams within large organizations, collaborating with internal departments (e.g., utility operations, IT, GIS, operations, engineering, pipeline maintenance. system planning) to enhance service delivery and resolve complex customer issues.(Open Ended Question)
* Please describe your experience analyzing customer data to anticipate needs and improve service delivery.(Open Ended Question)
* This position requires a criminal background investigation (CBI). By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired. I acknowledge and understand this position requires a Criminal Background Investigation. * Will you require sponsorship for employment visa status (e.g., H1B visa) either now or in the future? Yes No * Do you have the ability to travel to multiple sites as part of the regular job duties? Yes No * Were you referred to this opportunity by an Austin Water employee? If yes, please provide the employee’s full name(Open Ended Question)
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