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DEPUTY ASSISTANT DIRECTOR (Exe Lev) – Customer Account Services

City of Houston, TX

This is a Full-time position in Houston, TX posted September 10, 2021.


PN# 25804: DEPUTY ASSISTANT DIRECTOR (EXE LEV) – Customer Account Services (CAS)


The Deputy Assistant Director is responsible for management of all business support functions in CAS which support operations; specifically,

Budget and Procurement

  • Monitor the approximate $40M+ operating and $5-7M capital spending budgets.
  • Procurement and compliance monitoring of all purchase requisitions and contracts for the Service Line; ie, the bill print and mailing contract for the print and mailing that mails over 4M water bills annually, the $50M Sensus Project which over the next ten years will replace the 20 year old Itron automated meter reading system with a new state of the art automated metering infrastructure system, and multiple meter services contracts which complement field operations resources to ensure completion of Work Plans.

Financial Planning and Business Analysis

  • Monitor and report current and future business operations and financial performance.
  • Evaluate the $1B+ annual revenue stream for improvement opportunities in CAS processes; i.e., meter reading, meter services, inspections & compliance, contact center, billing, remittance processing, collections, water loss initiatives and programs, accuracy and maintenance of 480k+ meters.
  • Manage key performance indicators and other projects as assigned.

Operational Support

  • Guide the Training and Administration section which oversees all training programs for the service line, including but not limited to Contact Center (3-4, 6-week classes annually), CAS New Employee Orientation (3, 3-day classes annually), Billing and Collections Training (2, 8-week classes annually), and the Meter Services Training program which is in progress.
  • Assist Customer Liaison Services with handling all elevated concerns from the Mayor, City Council, Director of Public Works, Deputy Director, LAGAN cases, and other customer escalations resulting from Administrative Reviews and Hearings, and the Water Adjustment Board.
  • Supervise Warehouse and Fleet manages the daily operation of the Service Line Warehouse at 4200 Leeland which distributes approximately $5M-$7M annually in operational and capitalized materials.
  • Oversee the Internal Auditing monitors internal processes which are designated each fiscal year, to verify compliance with published policies, procedures, and ordinance changes. The team conducts up to 5 process audits per year.
  • Communications which coordinates with HPW Communications and other departments to manage bill inserts, online messaging, and customer emails; i.e., COVID testing, water loss, annual water quality reporting, conservation, collections activity, and other business messaging.
  • Planning and Scheduling which plans and schedules work for the 180+ employees within field operations, tracks and reports on the issuance and completion of over 400k workorders annually and assists with resolution of escalated customer complaints.


This position is physically comfortable; the individual has some discretion about walking, standing, bending, lifting etc.

This is a Houston Public Works Department position at the Tier I Level. MINIMUM REQUIREMENTS


Requires a Bachelor’s degree in Business Administration, Public Administration or a closely related field.

Directly related professional experience may be substituted for the education requirement on a year-for-year basis.


Seven years of progressively more complex/responsible administrative experience are required, with at least three of the years in a supervisory capacity.

A Master’s degree in Business Administration, Public Administration or a field closely related to the work being performed may be substituted for two years of experience.


Preference will be given to applicants with:

  • Demonstrated success in fiscal strategic planning; I.e., mapping financials with operational goals
  • A minimum of seven years’ experience in analysis of field and/or customer operations
  • A minimum of seven years’ experience in budget, fleet management, supply chain management, procurement, and financial management
  • A minimum of seven years’ experience in reporting KPIs to Senior Management
  • Demonstrated success in personnel management
  • Advanced degrees and licenses or progress towards

Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.



However, the Department may administer a skills assessment test.


This position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.


Factors used in determining the salary offered include the candidate’s qualifications as well as the pay rates of other employees in this classification.

Pay Grade 30


Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period.Applications must be submitted online

To view your detailed application status, please log-in to your online profile by visiting: or call (832) 393-6069.

If you need special services or accommodations, call (832) 393-6069. (TTY 7-1-1)

If you need login assistance or technical support call 855-524-5627.

Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.

All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.

EEO Equal Employment Opportunity

The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual’s sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.