Career Center

General Manager - Customer Services Department 

Who We Are...
Colorado Springs Utilities is one of the largest four-service public utilities in the nation, providing water, wastewater, electric, and natural gas services to over 500,000 customers in the Pikes Peak region.  Our work culture is dedicated to innovation, collaboration, and synergy, and supporting our customers gives us purpose.

As the General Manager of the Customer Services Department, you will bring visionary leadership and thoughtful action that positively impacts the organization, customers, and employees.  It is important that you are a people and customer-focused leader; someone who demonstrates curiosity, integrity, and a commitment to a customer-centric culture.

Reporting directly to the Chief Customer and Enterprise Services Officer, you will be responsible for driving customer excellence along with operations within the Customer Service Center, Business Account Management, Customer Experience, and Business and Billing Solutions.  In this executive role, you will act as the point of contact for stakeholders and the executive management team while delivering quality, exhibiting a commitment to the community, executing organizational excellence, and shaping the strategic future of our Customer Service Department at Colorado Springs Utilities.  

Key Responsibilities...

• Provide key leadership in the development of strategies in alignment with division and enterprise-wide goals and objectives
• Champion change to drive enterprise efficiencies for the organization while ensuring a customer-centric culture
• Develop and oversee tariffs, policies, and procedures that serve the customer while balancing business needs, regulatory requirements, and operational effectiveness
• Ensure key customer, revenue, billing, and operational metrics are met
• Oversee the department to ensure accurate and timely billing of core commodity services, customer contracts, all tariffs and claims; payment processing and revenue collection
• Achieve high customer satisfaction for all sectors
• Advance customer solutions/products/technologies
• Develop department budget including planning, directing, and organizing departmental operations
• Drive Colorado Springs Utilities' mission, vision, and policies while providing leadership through the effective implementation of programs, projects, and business processes

Our Commitment to our Employees…  
Our people are the heart and soul of Colorado Springs Utilities.  They keep the lights on, gas flowing, water coming in, and wastewater leaving.  We do not just say people are important – we prove it!  That’s why we are honored to invest in protecting the health and financial security of our employees and their families through our rich benefits program.

• Time Off – Because everybody needs time off to recharge
• Vacation – New employees accrue 13 days of paid time off to start, while our more tenured employees accrue 24 days per year
• Personal Leave –3 days per year of personal leave
• Paid Holidays –10 paid holidays per year
• Sick Leave – Accrue 12 days of sick leave annually for those days when you or a family member is feeling under the weather
• Vacation Buy – Purchase up to 40 hours of additional vacation time
• Pension Plan – Looking forward to a comfortable lifestyle once you’re done working? The Colorado Public Employees’ Retirement Association (PERA) provides you with retirement benefits and peace of mind when you retire 
• Medical – Select from three comprehensive medical plans, starting at $10.30 a month.  Employees also enjoy access to a Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Wellness Program – Voluntary wellness program that allows you and your spouse to each earn up to $500 to use towards healthcare expenses, $100 in Visa gift cards, and up to $400 in gym membership reimbursements
• Dental – Select from two dental plans, with in-network preventive care covered at 100%
• Vision – Voluntary plan that covers full vision care services and discounts on LASIK eye surgery
• Retirement Saving Programs – Supplement your pension plan with voluntary retirement programs such as the PERAPlus 401(k) and MissionSquare’s Roth IRA and 457 plans.
• Disability Coverage –Short-Term (STD) and Long-Term Disability (LTD) insurance available for purchase
• Employee Assistance Program (EAP) – Makes the going a little easier by aiding with mental health, stress management, work-life balance, financial and legal matters, and much more
• Long-Term Care Insurance – Whether it's due to an accident or a serious illness, LTC insurance is available for purchase to help you and your loved ones
• Life Insurance –Company-paid life insurance and supplemental coverage are available

Curious about joining our team?  Learn more at https://coloradospringsutilities.jobs/jobs

Qualifications…

• A bachelor’s degree in business, finance, or related field is highly preferred
• Over 10 years of leadership experience with a focus on leading high-level, strategic initiatives
• Over ten years of customer service experience preferred
• Timely and sound decision-making skills
• Superior communication skills to effectively communicate, using both written and verbal communications, with diverse areas including the Utilities Board, Officers, Managers, and employees
• Proven track record of delivering customer-centric results with a solid commitment to collaboration and continuous improvement
• Proven ability to build and maintain strong relationships with customers and stakeholders throughout the organization and ability to influence using strong negotiation skills and tactfully navigating through challenging issues
• Organizational and Strategic Agility – demonstrating a broad knowledge and perspective; the ability to change direction quickly to achieve results that are in the best interest of the organization