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Customer Service Division Mananger #2204-242200-01

Charlotte Water

Date Opened
Tuesday, April 19, 2022 5:00 PM
Close Date
Thursday, May 19, 2022 5:00 PM
Charlotte Water
  • $105,557.56 - $164,933.69/year
Employment Type
  • Full Time


The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.


This position provides leadership, strategic direction, planning, and management oversight of the Customer Service Division within Charlotte Water. Work involves overall compliance; leading development of annual water and sewer rates; managing assigned workforce; responsible for the operation of all field service delivery activities; including the meter reading system ; ensuring metering equipment is maintained and working appropriately; ensuring customer billing is timely and accurate; establishing goals for divisional staff; developing organizational structure; providing leadership and technical direction; overseeing and reviewing team member assignments and projects; and making sure assigned area has sufficient resources to perform. This position serves as a member of the leadership team and contributes to the strategic direction of Charlotte Water. 

Major Duties and Responsibilities

• Manages divisional work activities and the overall business and human resources needs of the Customer Service Division.  This includes providing appropriate resources to complete operational responsibilities of the division.  Set the vision to guide the Division with a philosophy of continuous improvement and equitable service delivery to the community.
•Manages the operation of all field service delivery, meter reading and maintenance activities.
•Lead staff to complete their work ensuring alignment with Charlotte Water Strategic Plan and Core Values
• Assures metering and billing accuracy.
• Oversees operation of the backflow prevention program.
• Develops, executes, tracks, and reports on Customer Service plans to ensure achievement of assigned strategic priorities and projects.
• Serves as a member of the Charlotte Water Leadership Team participating in the overall management of the department.
• Partners with the Charlotte Water leadership team on department-wide strategic, operational, budgetary, and policy issues.
• Provides strategic direction, leadership development, resource needs, budget oversight and procurement for assigned area.
• Establishes the overall maintenance philosophy for the division; ensures maintenance staff is meeting the needs and is responsive to the needs of the various customers.
• Makes sure that related operational and maintenance needs, activities, and functions are aligned with the City’s commitment to equitable service delivery.  
• Tracks and addresses deficiencies to minimize negative impact to assigned area.
• Monitors performance levels, assets, and metrics applicable to assigned area.
• Communicates with both internal and external customers.
• Provides input into the establishment of capital investment priorities.
• Plans for optimal use of staff and material resources of the division.
• Coordinates and develops the annual budget submission for the division.
• Coordinates with multiple City departments as needed on various programs and projects.
• Works collaboratively with other city departments, regional partners, and regulatory partners on programs, projects, city goals, regulatory issues, stakeholder processes and initiatives
• Assures metering and billing accuracy
• Meets regulatory and safety requirements in operational areas.
• Coordinates with City Finance on debt issuances, refinancing, and refunding.
• Develops organizational structure and creates an inclusive, respectful culture to support all facilities in the department.
• Monitors progress and provides feedback related to Charlotte Water and divisional goals.
• Negotiates contracts and agreements related to assigned area of responsibility as needed.
• Reviews current processes and practices; identifies areas for continuous improvement. 
• Represents Charlotte Water in work with elected officials, other City leaders and staff, state and federal regulators, regional partners, consultants, and contractors.
• Coordinates with internal and external service providers to assure support equitable services and other needs are met to establish and sustain efficient, effective operations.
• Performs other related job duties as assigned.

Knowledge, Skills & Abilities

• Knowledge of water/sewer system management, operation, maintenance, and engineering principles and practices.
• Ability to negotiate and resolve sensitive, significant, and controversial issues.
• Ability to exercise independent judgment and initiative.

Preferred Qualification

• Experience working with community partners to support financial assistance initiatives
• Experience working cross-functionally to achieve business goals

Minimum Qualifications

• Bachelor’s degree 5 - 7 years of customer service experience in utility operations and management; preferably managing water/sewer maintenance, operations, and/or engineering including one (1) year of management experience.


• Equivalent combination of education and relevant work/industry/military/job specific experience that provides the necessary knowledge, skills, and abilities to successfully perform the essential job duties.

Conditions of Employment

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte requires proof of COVID-19 vaccination as a condition of employment for any new City of Charlotte employees. The City is an Equal Opportunity Employer, and as such, will consider reasonable accommodations as required by law.

How To Apply

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to


The City of Charlotte provides a comprehensive benefits package to all employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.

In Conclusion

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