Consumer Services Operations Officer (Operations Officer_

Full-time position available with the Water Department, Consumer Services Division located at 4800 E. 63rd St.
Salary Range: $8,650-$13,620/month
Normal Work Days/Hours: Monday-Friday, 8:00 a.m.-5:00 p.m.
Application Deadline Date: October 20, 2025


Responsibilities

Reports directly to the Water Services Director and provides direction and leadership to deliver high-level, industry standard strategic services based on planning and implementation of various initiatives that ensure improved efficiencies across the assigned divisions and ultimately the Department.

As a vital member of the Department's leadership team, the Consumer Services Operations Manager will focus on the oversight of administrative customer-engaging operations including billing, collections, and related activities.

The Consumer Services Operations Officer will build and support a strong internal culture, direct the solutions to internal customer-focused issues utilizing analytical skills to enhance the Department's effectiveness. They will establish and maintain positive relations within the Department, other City of Kansas City entities, and the community. Additionally, they will manage and continuously improve the systems to keep the Department agile and responsive to the needs of our customers.

This position is essential to the mission of KC Water and our commitment to producing actionable ideas, research, and appropriate responses to build a reputable department and systems that prepares, promotes, and ensures development and succession of its employees.

Essential Duties:

• Supports the successful execution of the department's strategy and operational efforts through organizational systems and structures.
• Develops/implements processes to make informed, strategic decisions to establish industry-standard billing practices, effective customer interactions procedures, and consumer-facing employee training to guarantee the division's effectiveness.
• Determines priorities and facilitates programs to address operational deficiencies to improve and/or enhance productivity in alignment identified KPIs of the Department.
• Coordinates the efforts of special projects and strategic initiatives that vary in complexity, frequency, and urgency to respond to internal and external challenges.
• Manages the design and implementation of a long-range strategy to continuously evaluate, develop, implement, and sustain a high standard of customer-focused engagements.
• Ensures consistent, ongoing collaboration with members of the Leadership Team to guarantee the desired success of the Department.
• Supervises four direct reports managing approximately sixty-six staff members responsible for Billing, Consumer Services, and Customer Service Training.

Qualifications

Preferred Qualifications:

• Bachelor's Degree in a related field to the area of assignment and ten (10) years of specifically related experience, which includes 6 years of senior management experience OR any equivalent combination of education and/or experience from which comparable knowledge, skills, and related abilities have been demonstrated.
• Master's of Public Administration or master's of Business Administration
• Demonstrated commitment to making decisions and directing staff with balance, consideration, consistency, and transparency.
• Demonstrated experience overseeing consumer-focused training to support structures in a utility and/or governmental environment, including customer service and related QA/QC activities.
• Knowledge of essential customer service processes to improve and/or enhance consumer interactions along with maintaining a strong, positive work culture.
• Proven ability to effectively manage people and work teams in alignment with associated processes to ensure the success of the organization.
• The ability to build relationships with a wide range of internal and external partners, including ones that may involve individuals, groups, and stakeholders with multiple perspectives.
  

Other Information

Why You'll Love Working with Us - Core Employee Benefits

Comprehensive Health Coverage
Affordable medical, dental, and vision plans with multiple options and low employee contributions.

Generous Paid Time Off
Enjoy vacation, sick leave, and 13 paid holidays-with accruals that grow the longer you're with us.

Secure Retirement Planning
City-funded pension plan plus an optional 457 savings plan to help you build long-term financial security.

Support for Life's Big Moments
Paid parental and bereavement leave to help you navigate major life events with peace of mind.

Tuition Assistance
Get reimbursed for eligible education expenses-invest in your future while you work.

Income Protection
Short- and long-term disability coverage options to safeguard your earnings.

Life Insurance Provided
City-paid life insurance with the option to add more coverage for extra peace of mind.

Community Volunteer Leave
Take up to 8 hours annually to give back to causes you care about.

Want the Full Picture?
Click here for a complete benefits summary.

URGENT!!! CRITICAL RECRUITMENT INFORMATION

Applications and/or resumes are evaluated on the information received by the application deadline. Please ensure that your application or resume clearly demonstrates how you meet the minimum qualifications for the position for which you are applying, this includes providing all relevant educational dates and a detailed description of relevant work experience, including months/years of employment. Applications and/or resumes may not be considered if information is incomplete.

In order for a resume to be used in lieu of an application the resume must have been submitted online via the City's Applicant Tracking System.

Positions requiring a high school diploma/GED certificate must be obtained from a school/program accredited by the Department of Education and recognized by the U.S. Secretary of Education.

The minimum education requirement for positions that allow for experience equivalency for an accredited degree is a high school diploma. Unless otherwise specified, an accredited degree must be obtained from a college or university listed with the U.S. Department of Education and recognized by the U.S. Secretary of Education.
For positions with a salary grade of EX6 or higher that require an accredited degree, qualifying professional experience must be obtained AFTER the accredited degree is obtained.
Successful completion of a pre-employment criminal history/background check is required for all positions. Some positions require a post offer drug screen and/or physical.

If appointed, non-residents must obtain residency inside Kansas City, Missouri's city limits within nine months.

The City of KCMO is an equal opportunity employer that values diversity and inclusion in the workplace. The City is committed to providing a workplace environment for its employees and citizens free from discrimination based on race, color, sex (including pregnancy), national origin, religion, age, disability, marital status, genetic information, sexual orientation, or gender identity. For more information, please see our EEO Policy

The City of KCMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 816-513-1908 or send an e-mail to accommodations@kcmo.org .

If claiming military veterans' preference points, you must attach a copy of your DD-214 or a DD-256 (for reservists). To claim veterans' points you must have served 180 days of regular active duty service and be discharged or released under honorable conditions during peacetimes or 90 days of active duty service, one (1) day during "wartime" and a last discharge or release under honorable conditions. (DOD) 38 U.S. Code • 4211).

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