Navigation/New Construction Manager chez New Braunfels Utility

Position Summary

NBU is seeking a proactive and customer-focused manager to lead the newly consolidated Navigation/New Construction Department, which integrates the new service navigation and new construction functions into a centralized, customer-focused "one-stop shop." Along with establishing the Navigation/New Construction department as the primary point of contact for builders and developers, this role is dedicated to streamlining processes, enhancing service delivery, and ensuring a seamless transition from project initiation and permitting to permanent utility setup. 

The manager will oversee a team of customer advocates, fostering collaboration across city and internal departments to eliminate bottlenecks, improve communication, and drive operational efficiency. Additionally, this position will focus on optimizing workflows, leveraging technology, and refining regulatory guidance to enhance the overall customer experience.

Essential Duties & Responsibilities

Team Oversight & Organizational Development

• Lead, mentor, and support a high-performing team, cultivating a culture of accountability, growth, and collaboration. 
• Promote professional development through coaching, cross-training, and access to continued learning opportunities.
• Foster a flexible team structure that ensures staff can effectively manage a wide range of customer types and project scopes.
• Provide team members with clear direction, support, and performance expectations, fostering a cohesive and motivated work environment.
• Ensure team resources are aligned with strategic goals and operational priorities.

Strategy & Performance Management

• Oversee the development and adherence to departmental standards, ensuring effective delivery of utility services.
• Champion a culture of innovation, operational discipline, and results-driven performance within the team.
• Establish and manage departmental goals that directly support broader organizational objectives.
• Develop and maintain accountability frameworks to monitor department performance and outcomes.
• Establish, track, and evaluate performance metrics and key disciplines to drive continuous improvement and operational excellence across the department.
• Provide visionary leadership and strategic direction for complex utility service projects, ensuring alignment with internal strategic goals and organizational priorities.
• Develop and implement strategic initiatives that streamline the new service process and enhance operational efficiency.
• Lead budgeting and financial planning processes, including forecasting, capital planning, variance analysis, and cost control measures to meet financial objectives.

Operational Management & Execution

• Ensure the successful execution of key operational processes, including initial account setups, meter can distribution, service/work order creation, and the tracking of impact fees and deposits.
• Oversee and improve the usage of City Works and other tools to maintain accurate and timely customer communications and workflow transparency.
• Monitor and manage all key departmental processes to ensure timely and accurate completion.
• Establish effective project review and performance reporting practices, including departmental statistics, board presentations, and internal performance dashboards.
• Develop and enforce operational workflows that meet time-sensitive constraints while maintaining quality and compliance.
• Administer and maintain contracts, renewals, and RFP/RFQ evaluations with precision and adherence to best practices.
• Ensure team adherence to all safety guidelines and regulatory compliance standards.

Customer Advocacy & Service Optimization

• Champion the voice of the customer by embedding customer advocacy throughout the department’s practices and processes.
• Ensure the department is responsive, professional, and proactive in addressing customer concerns and inquiries.
• Establish and promote a seamless new service experience, reducing rework and improving clarity for both customers and internal teams.
• Create and sustain a platform where customers and developers can monitor project progress in real-time, enhancing transparency and satisfaction.
• Support a customer-centric service model by clearly defining primary points of contact and maintaining strong, supportive relationships with stakeholders.

Collaboration, Communication & Stakeholder Engagement

• Build and nurture collaborative relationships across internal departments such as Customer Service, IT, Systems Control, Electric and Water Engineering, and Operations to ensure seamless project execution.
• Serve as a liaison with city and county officials, fostering productive partnerships and representing organizational interests effectively.
• Promote cohesive team collaboration and interdepartmental communication to support shared goals and eliminate silos.
• Represent the department in cross-functional initiatives, aligning utility service functions with broader operational and strategic initiatives.

General Responsibilities

• Maintains regular attendance; leave schedule should be managed so as to not interfere with ability to
• accomplish tasks, including special projects and assignments with deadlines or negatively affect direct reports' ability to do their jobs when applicable. 
• Adheres to NBU safety guidelines and practices at all times and in all situations.
• Maintains a clean and safe work area, office, field site, and vehicle as applicable.
• Maintains strict confidentiality of business, employee, and customer information in written and oral communications and safeguard sensitive documents.
• Develops and maintains effective customer service skills for communications with co-workers, customers, and the public in general.
• Adheres to NBU policies and procedures.
• Exemplifies NBU Core Values of Integrity, Stewardship, Team, and Safety.
• Participates in and supports initiatives to reach annual NBU Performance Measures.

Formal Education and Work Experience Requirements

Degree/Diploma Obtained: Bachelors

Work Experience Time Frame: Five Years or More 

Field of Study: Business, Communications

Other: - Equivalent experience, skills, and abilities may be considered in lieu of degree

Certification and Licensures Requirements

Valid Texas Driver's License required to operate company vehicles

Other Minimum Qualifications

- Excellent verbal and written communication skills 

- Demonstrate strong interpersonal skills and a high degree of professionalism 

- Organized, detail oriented, and ability to multi task 

- Demonstrate ability to take initiative and drive projects with minimal supervision 

- Demonstrate ability to manage multiple project streams efficiently and diplomatically in a high-pressure, complex environment. 

Other Software Knowledge

Harris NorthStar (CIS system) including mCare, Fixed Network, Meter Sense, Silver Springs, Customer Connect, Invoice Cloud (3rd party payment processor), ADP (payroll), Cityworks, Microsoft Office Suite, VPN connectivity, Avaya soft phone, Dynamics GP, Laserfiche.

Experience with Machines, Tools, Equipment and Other Work Aids

Personal Computer, Copier, Scanner, Printer, Receipt Printers, Calculator, Telephone