CUSTOMER CONTACT CENTER MANAGER - CUSTOMER SERVICES BUREAU - SFPUC (0922)(166872)

Application Opening: 09/14/2026 Application Filing Deadline:  09/18/2026  Recruitment ID:  PBT-0922-166872  (RTF0166871-01097551) WHO ARE WE? San Francisco Public Utilities Commission (SFPUC) Headquartered in San Francisco, we have 2,300 employees operating across eight counties serving more than 2.7 million customers in the San Francisco Bay Area – 24 hours per day, 365 days per year. Our Mission: To provide our customers with high quality, efficient, and reliable water, power, and wastewater services in a manner that values environmental and community interests and sustains the resources entrusted to our care. Our Vision: We are an innovative utility leader, recognized for excellent results in service, safety, stewardship, and inclusiveness.We are an award-winning and industry-leading utilities organization committed to our customers, community interests, and the environment. To learn more about our organization, please visit our website at https://www.sfpuc.gov . We are proud of our infrastructure and programs, but most importantly, we value our highly qualified and dedicated workforce which ensures that this vision becomes a reality. To learn more about working at the SFPUC, visit our career site at https://www.sfpuc.gov/about-us/careers-sfpuc ABOUT CUSTOMER SERVICE BUREAU The Customer Service Bureau (CSB) division operates the administration, customer accounts, field services, and business center sections. Services include processing new service installations, service renewals, billing and collections, managing customer inquiries, cashiering and payment processing, meter reading, and field investigations. This bureau employs about 110 positions and operates on a $16 million annual budget. CSB is comprised of committed employees using the latest operational efficiencies to deliver complete customer satisfaction through effective customer service. The 0922 Manager I - Customer Contact Center Manager, under direction, administers and supervises the activities and personnel of one operating section of SFPUC Customer Services: Customer Contact Center, Billing, Collection, Retail Services, or Business and Systems Support.  Essential Functions Plans, assigns, and inspects the work of subordinate staff, to ensure operational efficiency relating to water, wastewater, electric services and land leases and permits, as well as conformance with departmental policies, procedures, laws and regulations. Oversees the operations of a Customer Contact Center, Billing, Collection, Retail Services, or Business and Systems Support for effectiveness and efficiency, identifies, investigates, analyzes, and mitigates operational issues. Directs the preparation of complex financial, statistical and operational reports and records including customer bills, service records and collection accounts. Maintains effective communication with representatives from various City departments, contractors, banking officials and the general public in connection with departmental policies, rules and regulations. Oversees the preparation and maintenance of a wide variety of records, reports and documents consisting of the Bureau’s financial, statistical and operational information. Collaborates with managers and supervisors on Customer Information System (CIS) system development and implementation. Participates in hiring and staff development practices, establishes and maintains effective working relationships, conducts timely performance reviews. Coordinates section or division operations, including complex technical issues involving various types of accounts, new services, deposits, receipts, collections, disbursements and reporting activities with other areas or agencies. Oversees various complex customer information systems utilized in billing and collection of water and wastewater services, electric services, land leases and permits. The 0922 Manager I - Customer Contact Center Manager will perform other related duties as assigned. Education: Possession of a Bachelor's degree from an accredited college or university. AND Experience: Five (5) years of recent verifiable professional work experience performing customer service, billing, collections, or contact center functions within a water, wastewater/sewer, electric, or other public/municipal utility organization. AND License:  Possession of a Driver's License Qualifying experience must include work directly related to utility customer accounts, billing, payments, collections, service connections, or utility contact center services and must have been obtained within the past ten (10) years. Education Substitution: Additional qualifying experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). Thirty (30) semester units or forty-five (45) quarter units equal one (1) year of work experience. One (1) year of full-time employment is equivalent to 2000 hours. (2000 hours of qualifying work experience is based on a 40-hour work week.) Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time employment.  Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted. Desirable Qualifications: The stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring. Extensive experience in management, organization, leadership, decision making, and problem solving, including strong computer and communication skills. Proficiency in two or more of the following database applications: Microsoft Office Applications (Word, Excel, Outlook, Access, & Visio); Mobile and field computing; Utility Customer Care and Billing System; Work Order Management System; Advanced Customer Call Center Applications; Water or Electric Meter Reading System Two (2) years of supervisory experience as part of the professional