Director of Customer Support

Mustang Special Utility District (Mustang SUD) is Texas's most extensive Special Utility District, providing water and wastewater services across more than 220 square miles. With over 43,000 active connections in one of the fastest-growing regions in the U.S., Mustang SUD is committed to excellence in public service, living up to our motto: “Second to None—Providing Life’s Most Precious Resource.”We are seeking a dynamic and experienced leader to join our team and help shape the future of customer service in our District.

Position Summary

The Director of Customer Support will provide strategic leadership and operational oversight for the Customer Relations, Utility Billing, Meter Services, and Public Relations departments. This role is responsible for ensuring a seamless and positive customer experience, fostering a culture of service excellence, and aligning departmental goals with the District’s mission and values. This position reports to the General Manager.

Essential Functions:

- Lead and manage the daily operations of Customer Relations, Utility Billing, Meter Services, and Public Relations teams.

- Develop and implement customer service strategies, policies, and procedures to enhance service delivery and customer satisfaction.

- Oversee billing processes, meter reading accuracy, and timely resolution of customer inquiries and disputes.

- Collaborate with internal departments to ensure accurate data flow and service coordination.

- Monitor performance metrics and prepare regular reports for executive leadership.

- Manage departmental budgets and resource planning.

- Lead public communication efforts, including community outreach, media relations, and crisis communication.

- Ensure compliance with all regulatory requirements and internal policies.

- Mentor and develop staff, fostering a high-performing and customer-focused team culture.

Knowledge, Skills, and Abilities:

- Strong knowledge of utility billing systems, meter technologies, and customer service best practices.

- Exceptional communication, leadership, and problem-solving skills.

- Experience managing cross-functional teams and driving organizational change.

- Proficiency in Microsoft Office Suite and customer information systems (CIS).

Education:

- Required: A Bachelor’s degree in Business Administration, Public Administration, Communications, or a related field.

- Preferred: A Master’s degree in a related field.

Experience:

- Required:Minimum of (5) five years of progressive leadership experience in customer service, utility operations, or public administration with strong knowledge of utility billing systems, meter technologies and customer service best practices.

Work Environment and Physical Requirements

- Office Setting: You will primarily work in an office environment, utilizing standard office equipment such as computers, telephones, and printers.

- Schedule: Some evening or weekend work may be necessary for public meetings or emergency response coordination.

Conditions Of Employment:

- Must have a valid Class "C" Driver's License before employment (must obtain Texas Class "C" driver's license within 30 days of hire per state law).

- Must pass a drug test, criminal history background check, and social security number verification check.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Mustang SUD is an Equal Opportunity Employer. Applicants are considered for positions for which they have applied without regard to any characteristics protected by law. These general guidelines do not constitute an exhaustive list of qualifications or essential functions of the position. All qualified applicants will receive consideration without regard to color, race, religion, national origin, age (over 40), physical or mental disability, sex (including pregnancy, gender identity, and sexual orientation), citizenship, veteran’s status, genetic information or any other characteristic protected by applicable federal, state or local laws.