What are the responsibilities and job description for the Performance & Accountability Manager position at City of Waco?
Minimum Starting Salary: $65,582.14 per year
The City of Waco Seeks:
The City of Waco is seeking a strategic Performance & Accountability Manager. This role will support a culture of service excellence. If customer service is your passion, this is the perfect role for you. Apply, today!
Minimum Qualifications:
Required:
- Bachelor’s Degree in Public Administration, Business, Data Analytics, Organizational Development or a related field and 3 years’ experience in performance management, quality assurance, or service delivery improvement, or an equivalent combination of education and experience.
- Demonstrated experience designing and managing KPI reporting systems and leading process improvement systems.
Preferred:
- Experience in a utility, municipal, multi-departmental government setting.
Position Overview:
The Performance and Accountability Manager is responsible for developing, implementing, and managing a comprehensive quality assurance (QA), quality control (QC), and performance monitoring program across the Customer Engagement & Meter Services Department. This role ensures effective performance management through the definition, tracking, and reporting of Key Performance Indicators (KPIs), continuous coaching, and cross-functional collaboration. This position supports a culture of service excellence, operational efficiency, and accountability by analyzing customer and operational data, identifying gaps, and guiding corrective actions. The Manager also monitors customer-related KPIs across all City Departments, partners with other Directors to standardize service benchmarks, and leads performance-based process improvements citywide.
Essential Functions:
- Defines, implements, and tracks KPIs for Customer Engagement and Meter Services operations, including billing, field operations, call center performance, customer satisfaction, service timelines, and complaint resolution.
- Monitors customer-related KPIs across all City Departments to ensure consistent and high-quality service delivery.
- Partners with department leadership to align KPIs with City-wide standards and strategic goals.
- Works with data teams to maintain dashboards and visual reports for real-time performance tracking.
- Prepares recurring and ad hoc reports detailing department and citywide customer service performance.
- Presents findings to internal leadership, department directors, and executive management.
- Communicates trends, improvement needs, and successes clearly and effectively to all stakeholders.
- Develops QA/QC frameworks for reviewing customer service transactions, billing entries, field work orders, and internal processes.
- Conducts service audits, analyze call and work order data, and assess adherence to procedures and regulatory requirements.
- Recommends process corrections and training enhancements to ensure consistency and service accuracy.
- Collaborates with training teams to ensure staff development aligns with performance goals and QA outcomes.
- Leads or supports the development and implementation of process improvements focused on meeting or exceeding KPIs.
- Works directly with Directors across City Departments to standardize and refine service delivery processes based on KPI targets
- Uses root cause analysis to identify recurring service challenges and implement sustainable solutions.
- Coordinates with supervisors, managers, and directors across departments to address performance gaps and align services.
- Serves as the performance liaison between Customer Engagement, Meter Services, and City-wide operations.
- Promotes cross-departmental understanding of performance goals and data-driven decision-making.
- Ensures that all QA/QC records, performance documentation, and KPI tracking are maintained in compliance with State and Federal requirements.
- Supports audits and city performance reviews by providing accurate documentation and metrics.
- Performs other related duties as assigned.
- Complies with all policies and standards.
- Supports the relationship between the City of Waco and the general public by demonstrating courteous and cooperative behavior when interacting with residents, visitors, and City staff; maintains confidentiality of work-related issues and City information
- Lives the City of Waco Values: equity & inclusion, excellence & innovation, integrity, people, and teamwork.
Salary : $65,582 - $96,867