Program Manager, Device Management - (25-CC-600015-031)

The intent of this job description is to provide a representative summary of the major duties, locations, and responsibilities performed by incumbent(s) in this job. Incumbent(s) may not be required to perform all duties in this description, and incumbent(s) may be required to perform work-related tasks other than those specifically listed in this description. This job description is not a “contract” between the employee and the Authority. The job duties and essential functions may be changed at the discretion of the General Manager.

General

Job Title: Program Manager, Device Management Job Code: P0644

Supervises Directly: No

New or Revised: New Regular or At-Will: At-Will

Date Last Revised: 2/10/2025 Exempt or Non-Exempt: Exempt

Compensation Approval Signature: Union/ Non-Union: Non-Union

Department Name and Division: CC-Center of Excellence Salary Schedule: Non-Union Salary Range

Cost Center Code: 600015 Grade: NU17

Essential Position: No Reports To: Sr. Manager, Customer Care, CIS & Performance Control

EEO Code: Professionals Work Format Hybrid

Who We Are & What We Do:

At DC Water, we provide more than 700,000 District of Columbia residents and 24.6 million annual visitors with essential water, wastewater, and stormwater services. DC Water also provides wholesale wastewater treatment services for 1.8 million people in Montgomery and Prince George's counties in Maryland, and Fairfax and Loudoun counties in Virginia. We aspire to be known for superior service, ingenuity, and stewardship to advance the health and well-being of our diverse workforce and communities. To achieve this vision, we commit to our shared mission every day—exceeding expectations by providing high quality water services in a safe, environmentally friendly, and efficient manner.

Role Description:

The Program Manager, Device Management, is responsible for identifying, monitoring, and reporting all device and field-related challenges. This role supports departmental initiatives by leveraging meter metrics for strategy / performance improvement. The role develops and maintains a streamlined collaborative communication pipeline between Customer Care and Meter Operations. The incumbent performs monthly sampling of Quality Assurance/Control (QAQC) protocols ensuring service order completion aligns with service order expectations for review and reporting. Additional functions include identifying / managing business data for daily / weekly / monthly reporting; field work productivity performance measuring / tracking and serves as POC for field work management application issues. The incumbent prepares various reports, recommendations for review of the Branch Manager and keeps the manager informed of all situations pertaining to day-to-day tasks and responsibilities.

Essential Duties & Responsibilities:

Performs other duties and projects as assigned at the discretion of the Manager, Center of Excellence

Supervisory Responsibilities : N/A

Key Working Relationships: Interacts with all levels of the department, senior and executive level of the Authority, federal and local government agencies and with the public. Works in collaboration with functional and cross-functional teams, peers, and management.

Skills & Qualifications:

The qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential responsibility satisfactorily. Reasonable amounts of training are provided.

Required Skills & Qualifications

Required Experience:

Five (5) years of progressive experience in Billing, Collections, Meter Operations, and the Contact (Call / ECC) Center with experience in spreadsheet development.

Minimum Education Requirements:

Bachelor’s degree in business administration, Accounting, Finance, or similar field, from an accredited college or university; or an equivalent combination of education and experience consisting of a high school diploma or GED and 9 years of progressive experience in utility customer service specifically, Billing, Collections, Meter Operations, and the Contact Center with experience in spreadsheet development.

Required Skills:

Detail oriented

Excellent analytical skills, and attention to detail

Excellent verbal and written communication skills

Excellent interpersonal communication and conflict resolution skills

Intermediate to proficient experience using Excel and PowerPoint

Excellent leadership skills

Must be a relationship builder

Must be a self-starter

Intermediate understanding of Quality Assurance / Quality Controls, Facilitating Trainings and Metric Reporting

Ability to work in a fast-paced environment, meet deadlines and work independently

Required Licenses & Certifications:

N/A

Required Languages:

English

Physical Requirements:

General office conditions.

Preferred Skills & Qualifications

Preferred Experience:

Analyzing AMI and meter data.

Meter to Cash Water utility

Preferred Education Requirements:

N/A

Preferred Skills:

N/A

The work environment characteristics described in the physical requirements section of the required skills & qualifications table are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.*

Your Experience at DC Water:

At DC Water, our people make us an industry leader. Join a group of thinkers, innovators, and problem solvers focused on protecting life’s most precious resource in the nation’s capital.

We are proud to be an EEO/AA employer M/F/D/V.

We maintain a drug-free workplace and perform pre-employment substance abuse testing

The Americans with Disabilities Act prohibits discrimination against “qualified individuals with disabilities”.

If a reasonable accommodation is needed to participate in the job application or interview process, to

perform essential job functions, and/or to receive other benefits and privileges of employment, please

email complianceada@dcwater.com .