Program and Operations Supervisor

About the Role

This is an exciting time to join the City of Richmond. We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. The Department of Public Utilities is seeking a qualified candidate to fill the position of Program and Operation Supervisor.

Responsibilities

The Program and Operations Supervisor oversees daily operations in a 24/7 work environment, ensuring seamless functionality around the clock. The incumbent will have direct responsibility for and engagement with field crews, and will supervise technical and management staff, including conducting performance evaluations, coordinating training, and implementing hiring, discipline, and termination procedures.

• Establish and maintain relationships that enhance the operations of the Customer Service Division and DPU as a whole
• Enhance the meter reading efficiency and manage long-term meter accuracy
• Improve customer service processes that promote timely and accurate billing procedures through effective monitoring and maintenance
• Serve as an advocate for smart water systems or advanced metering infrastructure technologies such as AMI and remote disconnect
• Lead and manage change that fosters growth and creates supportive structures for front line staff members
• Use data to develop dashboards and drive decision making ideas and strategies
• Collaborate with frontline supervisors to ensure resources and trainings are available that enhance customer satisfaction levels
• Provide guidance on established policies and procedures at the city level and department level as needed
• Establish and communicate expectations relative to performance, safety and overall delivery of service
• Assist supervisors with field work and management oversight when needed, including responding to field emergencies, customer complaints, and inspecting field operations for safety procedure adherence and work quality
• Serve as backup to senior management, when needed

Qualifications

The minimum qualifications for this position include a Bachelor's degree in business or public administration, or a field related to assignment, and four years of journey-level professional experience in an area related to assignment. The ability to obtain a Operator's Qualification (OQ) within 12 months is also required.

• Bachelor's degree in business or public administration, or field related to assignment
• Four years of journey-level professional experience in area related to assignment
• Managing operations in a unionized work environment
• Ability to obtain a Operator's Qualification (OQ) within 12 months
• Equivalent combination of training and experience (as approved by the department)

Skills

The ideal candidate will have knowledge of gas and water pipeline maintenance and repair, electronic meter reading technology, and smart water systems. They will also have skills in written and verbal communication, use of hand tools and heavy equipment, and customer service.

• Gas/Water pipeline maintenance and repair
• Electronic meter reading technology
• Smart water system or advanced metering infrastructure
• Written and verbal communication
• Use of hand tools and heavy equipment
• Customer Service

Working Environment

The working conditions may include exposure to hazardous physical conditions, atmospheric conditions, and environmental hazards. The essential duties of this classification may require the ability to regularly talk, hear, see, and perform repetitive motions, and occasionally climb, stoop, crouch, reach, stand, walk, push, pull, lift, finger, grasp, and feel.