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  • Assistant Director, Austin Water Customer Experience

    Austin, Texas United States City of Austin, TX Full Time Feb 06, 2026
    City of Austin Employer:

    City of Austin, TX

    The City of Austin This vibrant and dynamic city tops many lists for business, entertainment, and quality of life. One of the country’s most popular, high-profile “green” and culturally rich cities, Austin was recently selected the number one Best Place to Live in the U.S. (U.S. News & World Report). In 2016, Forbes named Austin the city most likely to prosper over the next decade on their America’s Cities of the Future list, and the City of Austin ranked in the top ten on the Forbes list of America’s Best Employers for 2017.  Austin continues to lead with its vision of being the Most Livable City in the Country, emerging as a player on the international scene with such events as SXSW, Austin City Limits, Formula 1, and being home to companies such as Apple, Samsung, Dell, and Ascension Seton Healthcare. From the home of state government and the University of Texas to the Live Music Capital of the World and its growth as a film center, Austin has gained worldwide attention as a hub for education, business, health, and sustainability.  The City offers a wide range of events, from music concerts, food festivals, and sports competitions to museum displays, exhibits, and family fun. Austin is also home to a wonderful ballet, world-class museums, one-of-a-kind shopping, and beautiful outdoor spaces. You can just as easily spend your morning paddling the lake as you can strolling through a celebrated history museum.  Located at the edge of the Texas Hill Country—rolling terrain of limestone bluffs, springs, rivers, and lakes—Austin’s temperate climate is ideal for year-round jogging, cycling, hiking on the City’s many trails, or swimming at Barton Springs or one of the area’s many other swimming holes.  There are a number of excellent golf courses in the area as well as recreational opportunities for rowing, kayaking, canoeing, camping, rock climbing, disc golf, mountain biking, fishing, and more. Austin truly has something to offer for everyone. City Government The City of Austin is a progressive, full-service municipal organization operating under the Council-Manager form of government. Austin has a 10-1 council system with an at-large Mayor and Council Members that represent ten districts. The Mayor and Council Members may serve in their respective seats for four years with a maximum of two consecutive terms.  The City Council appoints the City Manager who is the chief administrative and executive officer of the City. The City Manager is responsible for guiding and directing day-to-day operations, as well as providing strategic research, recommendations, and management leadership to the City Council on the city budget, programs, policies, and services. The City Manager implements the organization’s administrative responsibilities with a strong team of Assistant City Managers and department executives. Supported by a staff of more than 14,000 and a budget of $4.1 billion, the City Manager and staff deliver a broad range of services to the citizens of Austin.  The City Council and City Manager of Austin are committed to the mission of delivering the highest quality, cost-effective services. Austin is a beacon of sustainability, social equity, and economic opportunity; where diversity and creativity are celebrated; where community needs and values are recognized; where leadership comes from its community members, and where the necessities of life are affordable and accessible to all.

    Apply Now View job Employer Profile

    Job Description

    JOIN THE CITY OF AUSTIN TEAM

    At the City of Austin, we are more than just an employer-we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles - Empathy, Ethics, Excellence, Engagement, and Equity - anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

    What Makes the City of Austin Special?

    • Make a Difference : Join a team driving meaningful change in one of the fastest-growing cities in the nation.
    • Value and Innovation : Work in an environment where employees are valued and innovation thrives.
    • Competitive Benefits : Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
    • Retirement Security : Plan for the future with the City of Austin Employees' Retirement System.
    • Sustainable Transportation Options : Commute easily with access to public transit and bike-friendly infrastructure.
    • Focus on Wellness : Stay healthy through wellness programs, on-site fitness centers, and mental health support.
    • Career Growth : Advance your skills and expertise with professional development and leadership opportunities.
    • Modern Workspaces : Work in innovative and sustainable environments that foster collaboration and inspiration.


    By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

    About Austin Water:

    For over 100 years, Austin Water has been committed to providing safe, reliable, high-quality, and affordable water services to our customers. Today, we serve over 1,000,000 people in the Austin metropolitan area, across more than 548 square miles.

    The utility draws water from the Colorado River into three regional water treatment plants, Handcox, Davis, and Ullrich, which have a combined capacity of 335 million gallons per day.

    Austin Water has two wastewater treatment plants, Walnut Creek and South Austin Regional, that can receive up to 150 million gallons per day of sewage to treat. Wastewater is cleaned into high-quality effluent that is safely returned to the Colorado River to augment environmental flows. More than a billion gallons of this high-quality effluent are reclaimed each year for outdoor irrigation, industrial cooling, manufacturing, and other uses.

    Job Description:

    Assistant Director, Austin Water Customer Experience

    Purpose:

    Under nominal direction of the Director of Austin Water (AW), this position is responsible for planning, developing, directing, and measuring all aspects of the utility’s Customer Experience (CX) Program Area, including oversight of AW’s 24/7 emergency calls and dispatch center, key account and customer account management, advanced metering operations, customer and operational data analytics, and marketing and communications.

    Duties, Functions and Responsibilities:

    Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
    • Oversees the Customer Services Operational Area comprised of the Customer Services division, 24-7/365 Emergency Dispatch Services, and Key Accounts. These groups are responsible for permitting of new water/wastewater connections, revenue protection and recovery, billing escalations, 24-7 high volume call center, and oversight of key account management, including Medically Vulnerable accounts.
    • Oversees the Advanced Metering Infrastructure (AMI) Program responsible for customer meter connections across AW’s entire service area and delivers the complete project scope.
    • Oversees the AMI Water Meter Operations division, which is responsible for the strategic oversight and administration of enabling AMI software and systems designed to capture metering that supports billing and customer service activities.
    • Oversees the Data Analytics division staff supporting AMI and strategic customer insights that provide the Executive Team and organizational leadership decision making real-time data.
    • Oversees all AW Marketing and Communications that provide internal and external stakeholders and customers with information regarding AW’s services. This includes all AW digital platforms, including the My ATX Water customer portal and AW website, AW media and ad campaign strategies, and creative design.
    • Identifies and executes improvements across the customer experience, including phone services, customer portal and engagement, key accounts, and benchmarking to JD Power surveys.
    • Drives improvements in key metrics on citizen satisfaction with City services and stakeholder engagement.
    • Assists in the preparation, presentation, and monitoring of departmental budget.
    • Represents the department at City Council meetings, citizens groups, boards, and commissions.
    • Provides support and coordination to other City departments and agencies as needed.


    Responsibilities - Supervisor and/or Leadership Exercised:

    Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.

    Knowledge, Skills, and Abilities:

    Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
    • Knowledge of fiscal planning and budget preparation.
    • Knowledge of Local, State, and Federal water and wastewater utility regulations.
    • Knowledge of City practices, policies, and procedures.
    • Knowledge of technical aspects of operations and maintenance.
    • Knowledge of supervisory and managerial techniques and principles.
    • Skill in oral and written communications.
    • Skill in handling multiple tasks and prioritizing.
    • Skill in using computers and related software applications.
    • Skill in managing multiple programs, projects, and tasks.
    • Skill in negotiations and conflict resolution.
    • Skill in analyzing complex data from various sources, synthesizing collected information, and developing sound decisions/recommendations.
    • Skill in developing, reviewing, monitoring, and evaluating contracts for services and/or materials.
    • Skill in development and implementation of customer facing programs.
    • Skill in effectively resolving customer/citizen escalations.
    • Ability to handle hostile conflict and uncertain situations.
    • Ability to quickly recognize and analyze irregular events.
    • Ability to manage multiple projects and programs simultaneously within approved budgets.
    • Ability to quickly recognize and analyze irregular events.
    • Ability to establish and maintain excellent communication and working relationships with city personnel and the public.


    Minimum Qualifications:

    • Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a field related to Business, Communications, or Public Administration, plus six (6) years of progressively responsible management experience in a related field, including at least three (3) years of experience with a water and wastewater utility.
    • Graduation with a Master’s degree from an accredited college or university with major course work in a related field may substitute for up to two (2) years of the required experience.


    Licenses and Certifications Required:

    None.

    The following are the preferred qualifications for the Assistant Director of Austin Water Customer Experience:
    • Expertise in a water/wastewater utility or similar organization
    • Incident Command experience - ability to navigate crisis situations with strong decision making
    • Advanced conflict resolution and negotiation skills
    • Safety expertise - ability to identify areas of opportunity to create safer working conditions.
    • Customer Focused - ability to utilize customer portal for enhanced communications to end users
    • Experience leading a 24/7 operation
    • Change Management - ability to lead change initiatives to move the organization forward in a meaningful way
    • Regulatory Framework Expertise - experience maintaining compliance in a highly regulated industry. Knowledge of local, state, and federal utility regulatory framework is highly desirable
    • Experience delivering presentations to Boards, Commissions, and City Council


    Notes to Candidate:

    The Ideal Candidate:

    The ideal candidate will be a detail-oriented and collaborative leader with strong analytical skills and the ability to drive change in a fast-paced environment. The selected candidate will possess a strategic mindset be able to see beyond their immediate team and envision long-term opportunities for departmental growth and improvement. A commitment to equity is essential, along with the ability to build meaningful relationships with City staff and community members through a social, racial, and equity-informed lens. Exceptional interpersonal, written, and verbal communication skills are critical for success in this role.

    The following core competencies are important for this role:
    • Political Savvy - Ability to exhibit confidence and professional diplomacy, while effectively relating to people at all levels internally and externally.
    • Equity Lens - Ability to use an equity lens and framework to create inclusive, diverse, and safe workspaces and programs.
    • Business Acumen - Has a firm understanding of how a municipal water system operates as a business to achieve goals and objectives.
    • Thinks Strategically - Enables others to better understand and implement the vision and strategy, while being the aligned forward thinker, has the ability to formulate and communicate sound business strategy, and implement in a clear and concise manner.
    • Exercises Leadership - Uses appropriate judgment to handle critical, problematic, or striking conditions with focus, ownership, and accountability.
    • Results Driven - Ability to achieve organizational goals and objectives.
    • Administration Skills - Proven ability to lead and manage a diverse team within a dynamic environment while remaining compliant and transparent. Ability to self-direct and manage multiple, high-profile projects in a fast-paced environment.
    • Community Collaborator - Experience presenting complex technical information strategies to public stakeholders, utility management, City Manager’s Office, Boards and Commissions, and City Council.
    • Creative Solutions Oriented - Ability to solve problems and find avenues to reconcile issues that would otherwise remain unsolved.


    To view the detailed Recruitment Profile for this position, please click here.

    To view the City of Austin recruitment video, please click here.

    Working with Austin Water provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, training opportunities and more. Please click HERE for more information.

    Regarding Your Application:
    • A detailed and complete Employment Application is required. A Resume and Cover Letter are required and will not be accepted in lieu of a complete online Employment Application. Please be sure to upload your Resume and Cover Letter for consideration.
    • Verification of employment history dates on resume should match online Employment Application.
    • Employment history dates must include month and year.
    • This position has been approved for a Criminal Background Investigation (CBI).
    • To ensure consideration, candidates should apply by March 6, 2026 . To apply, candidates must complete this online application. Interested candidates should apply early in the process for optimum consideration.
    • This position is subject to the Texas Open Records Act.


    The salary range is $188,000 to $198,000 annually.

    If you are selected as a top candidate:
    Verification of your education (which may include high school graduation or GED, undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution and proof of your professional licenses or certifications.

    EEO Statement for City of Austin:

    The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

    City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.
    Apply Now View job Employer Profile

    Please mention you found this employment opportunity on the CareersInGovernment.com job board.

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Wastewater Treatment Jobs in the United States

Wastewater Treatment Jobs in the United States

As the demand for clean and safe water rises, wastewater department jobs are essential in maintaining public health and protecting the environment. These positions offer opportunities for qualified applicants who are passionate about ensuring that wastewater is properly treated before it is released into the atmosphere or reused.

Professionals in the wastewater field are key members of the teams responsible for managing, operating, and maintaining the facilities that handle sewage and industrial wastewater. With roles ranging from plant operators to engineers, these careers are critical to the smooth operation of municipal and industrial water treatment systems.

 

Wastewater Treatment Careers

Wastewater treatment careers offer a range of positions, each with unique duties and responsibilities. Job seekers can find job postings in various cities for roles that involve overseeing the daily operations of treatment facilities.

These jobs help ensure that treatment plants meet regulatory standards, reduce environmental contamination, and manage the infrastructure that processes wastewater. The wastewater treatment field offers various career paths, whether you’re interested in plant operations, supervisory, or administrative positions.

From a detailed job summary to specific requirements, each posting in this field outlines opportunities for qualified applicants looking to make a difference in environmental management.

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Types of Wastewater Treatment Jobs

The wastewater treatment sector offers a range of job roles, from entry-level to management positions. Here are some common types of wastewater treatment jobs:

  1. Wastewater Treatment Plant Operator
    Operators are responsible for running and maintaining equipment that treats wastewater. They monitor plant systems, adjust chemical levels, and ensure the treatment process runs smoothly. Operators are the backbone of any wastewater treatment facility, performing regular inspections and troubleshooting equipment.
  2. Wastewater Treatment Plant Supervisor
    Supervisors manage teams of plant operators, overseeing daily operations, ensuring compliance with safety standards, and monitoring plant performance. They also handle scheduling, training, and ensuring the facility operates efficiently.
  3. Code Enforcement Officer II
    In this role, officers ensure compliance with municipal codes and regulations related to wastewater treatment. They inspect facilities, review permits, and address violations to maintain environmental safety and public health.
  4. Public Works Lead: Water
    This role involves managing the operations and maintenance of public water systems, ensuring that wastewater is treated and safely returned to the environment. Public Works Leads coordinate with different departments and manage water distribution and treatment teams.
  5. Source and Supply Field Supervisor
    Field supervisors oversee the collection and treatment of water, ensuring that it meets the required standards. They work with engineers and operators to ensure efficient system operation and compliance with environmental regulations.
  6. Permit Review Engineer (Engineer III)
    Engineers review permit applications for wastewater facilities, ensuring that construction and operation plans comply with environmental laws. They approve projects and ensure they meet safety and regulatory standards.
  7. General Manager
    The General Manager leads the overall operation of a wastewater treatment plant, overseeing staff, financial management, and long-term strategy. This role is crucial in ensuring the plant meets regulatory requirements and operates efficiently.
  8. Principal Engineer
    Principal Engineers are responsible for designing, maintaining, and improving wastewater treatment infrastructure. They collaborate with other engineers and supervisors to develop systems that meet operational and environmental requirements.
 

Job Responsibilities

Wastewater treatment professionals are tasked with critical responsibilities to ensure the smooth operation of treatment plants and compliance with environmental laws. Some of the key duties include:

  • Operate and maintain wastewater treatment facilities
    Operators monitor systems, adjust chemical levels, and perform regular maintenance to keep the plant running efficiently.
  • Monitor the performance of processes and equipment
    Monitoring involves checking various treatment processes to ensure equipment functions correctly and meets safety standards.
  • Develop and implement safety policies and procedures
    Supervisors and managers are responsible for creating safety protocols to protect workers and the public from potential hazards.
  • Manage construction projects and ensure compliance with building codes
    Engineers and managers oversee the development and construction of new treatment facilities, ensuring that all work complies with local and federal codes.
  • Provide administrative support to the Public Works Department
    Administrative staff handle paperwork, manage budgets, and ensure the department runs smoothly.
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  • Operate and maintain utility systems
    This includes managing the electrical, mechanical, and chemical systems that keep wastewater treatment plants operational.
 

Qualifications and Requirements

Wastewater treatment jobs have specific educational and skill requirements, depending on the level and type of position.

  • Education and Training
    Many positions require an associate’s degree in environmental science, engineering, or a related field. Technical certifications and licenses, such as a Minnesota Boiler Operator License or a Certified Water Treatment Operator certification, are often required.
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  • Experience
    Most wastewater treatment jobs require several years of experience in equipment maintenance, plant operations, or a related field. For supervisory and managerial roles, candidates need leadership experience and expertise in overseeing plant operations.
  • Licensing
    Positions like Plant Operators often require specific licenses, such as a Class D Driver’s License or a boiler operator license. Knowledge of plumbing, electrical systems, SCADA (Supervisory Control and Data Acquisition), and HVAC systems is also essential.
 

Work Environment

Working in wastewater treatment can be physically demanding, with operators often requiring lifting heavy equipment and working in fast-paced environments. The nature of the job may require working from home part-time, especially in managerial roles, and traveling within the region.

  • Hours and Physical Demands
    Wastewater treatment professionals typically work full-time, with opportunities for overtime. Physical tasks may include lifting up to 50 pounds and handling hazardous materials. Salaries range from $30,000 to over $100,000 annually, depending on the position and experience level. Benefits often include health insurance, retirement plans, and paid time off.

Job Search and Application

Finding wastewater treatment jobs can be as straightforward as searching online job boards, such as government websites, or networking with professionals in the industry. Some tips for finding jobs in this field include:

  • Search job postings on Indeed, Glassdoor, and government job boards.
  • Network with professionals through industry associations or LinkedIn.
  • Check with local government agencies and water treatment plants for job openings.
category068-image-004-careers-in-governmen
  • Consider working with recruitment agencies specializing in environmental or public works careers.
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Launch your career with Careers in Government! Explore exciting opportunities, connect with passionate professionals, and shape your legacy.

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Wastewater Treatment Plant Operations

Maintenance and management are critical aspects of wastewater treatment plant operations. Operators and supervisors ensure that all equipment runs efficiently and perform regular inspections to prevent breakdowns. Responsibilities include:

  • Scheduling and assigning tasks to the maintenance team.
  • Managing preventative maintenance to avoid equipment failure.
  • Assisting with construction and repair projects.
 

Environmental Review and Regulations

Wastewater treatment professionals must comply with strict environmental regulations. Ensuring compliance with environmental permits is a key part of the job. This involves conducting environmental assessments, developing policies, and collaborating with regulatory agencies.

 

Career Advancement

Wastewater treatment offers numerous opportunities for career advancement, particularly for individuals willing to pursue certifications and further education. Certifications such as the Certified Water Treatment Operator (CWTO) can open doors to higher-level positions, including management roles. Networking within the industry and attending workshops or training sessions can also lead to new job opportunities.

 

Job Benefits and Salary

Wastewater treatment jobs offer competitive salaries and benefits. Entry-level positions typically start around $30,000 annually, while supervisory and managerial roles can pay upwards of $100,000 annually. Benefits often include health insurance, dental and vision coverage, retirement plans, and paid time off.

 

Conclusion

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The wastewater treatment industry is vital, offering numerous job opportunities across various skill levels. Whether you’re interested in hands-on roles such as a plant operator or a managerial position overseeing operations, this field provides a unique chance to contribute to water wastewater management, environmental protection, and public health.

As a key member of this essential industry, you’ll play a crucial role in maintaining clean water systems for your city and community. With the right education, training, and experience, wastewater treatment professionals can secure long-term careers. By reviewing job postings in this field, you can find opportunities that offer competitive salaries, excellent benefits, and the potential for career advancement.

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