Program and Operations Supervisor

• 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:
  • responding to field emergencies such as pipeline leaks and fires;
  • responding to and resolving customer complaints;
  • inspecting field operations for safety procedure adherence and work quality;
  • investigating accidents and injuries; monitoring employee workload; approving overtime; providing training for technicians and supervisors; conducting and attending meetings; approving invoices and requisitions for supplies; and planning work schedules.
• Serve as backup to senior management, when needed.

MINIMUM TRAINING AND EXPERIENCE:

• 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
• The ability to obtain a Operator's Qualification (OQ) within 12 months
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:

• Some assignments may require a valid Driver's License with a satisfactory driving record and a valid Commonwealth of Virginia Driver's License within 30 days of hire.

KNOWLEDGE, SKILLS, AND ABILITIES:
TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Knowledge (some combination of the following):

• Gas/Water pipeline maintenance and repair (e.g. placing a sleeve to stop a leak, hot tapping)
• Gas/Water meter maintenance and repair
• Electronic meter reading technology (e.g. FC300 Field Collection System)
• Smart water system or advanced metering infrastructure
• Pipe fitting and plumbing
• GIS maps
• DOT CFR 49 Section 192 (Operator Qualifications)
• Standard Operating Procedures and Abnormal Operating Conditions
• State of Virginia Plumbing Code
• AWWA regulations pertaining to Lead Water Lines
• American Gas Association best practices
• Human Resources practices (e.g. hiring and terminating employees)

Skills (some combination of the following):

• Written and verbal communication
• Use of hand tools and heavy equipment
• Use of gas detection equipment (combustible gas indicator)
• Use of standard office equipment and machines
• Customer Service
• Interpersonal skills
• Problem solving
• Critical thinking
• Time management 
• Conflict resolution
• Relationship management

Abilities (some combination of the following):

• Identify hazardous situations
• Problem solving
• Follow standard operating procedures
• Multi-tasking
• Delegate tasks to teams
• Train others
• Teambuilding strategies
• Ensure subordinates and their crews follow safety regulations and procedures

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. 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. The working conditions may include environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be light work, exerting up to 20 pounds of force occasionally, up to 10 pounds of force frequently, and a negligible amount of force constantly to move objects.

Salary : $78,829 - $127,042