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Utility Operations Manager

City of Fairburn

Listing Summary

The City of Fairburn is accepting applications for an experienced professional with extensive experience in Utility Operations. This incumbent is responsible for planning, supervising and coordinating the activities of the utility billing operations division including customer service operations, utility billing, credit and collections, and field metering within the Utilities department. 


Hiring Range:            $82,709.38 - $90,980.32 Annual Salary (Depending on qualifications)
Work Days/Hours:    Monday – Friday
                                   8:00 a.m. - 5:00 p.m.

Posting Start:           06/07/2024

Posting End:            06/21/2024



The Utility Operations Manager is responsible for planning, supervising and coordinating the activities of the utility billing operations division including customer service operations, utility billing, credit and collections, and field metering within the Utilities department. Reports to the Utility Director.



  • Supervises, directs, and evaluates assigned staff to develop, plan, and implement goals and objectives, processing employee concerns and problems, directing work, counseling, disciplining, and completing employee performance appraisals.
  • Organizes and prioritizes department workload; coordinates work schedules to provide adequate coverage at events; makes work assignments; monitors work in progress and inspects completed work.
  • Consults with assigned staff to review work requirements, status, and problems; assists with complex or problem situations; provides direction, advice, and technical expertise.
  • Processes a variety of documentation associated with departmental operations, per established procedures and within designated timeframes; distributes documentation or retains records as appropriate.
  • Processes documentation pertaining to the billing and customer account activities; answers questions regarding customer accounts, charges/payments, due dates, or other information; updates information on accounts as needed; posts payments and adjustments to customer accounts if applicable.
  • Notifies and processes disconnection of service for delinquent accounts.
  • Compiles and/or monitors various administrative and statistical data pertaining to departmental operations; performs research as needed; makes applicable calculations; analyzes trends; prepares or generates reports; maintains records.
  • Develop department policies, procedures, and SOP documentation; conduct staff training as needed.
  • Ensures departmental compliance with all applicable codes, laws, rules, regulations, standards, policies, and procedures; ensures adherence to established safety procedures; utilizes precautionary safety equipment and monitors work environment to ensure safety of employees and other individuals; initiates any actions necessary to correct deviations or violations.
  • Communicates with the Utility Director as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
  • Assist in developing and provides recommendations on department’s operating budget; Monitors the division’s budget and prepares special reports as required; participate in the forecast of additional funds needed for staffing, equipment, materials and supplies.
  • Responds to complaints and questions related to department operations; provides information, researches problems, and initiates problem resolution.
  • Maintains a comprehensive, current knowledge and awareness of applicable laws/regulations; maintains an awareness of new trends and advances in the profession; reads professional literature; maintains professional affiliations; attends workshops and training sessions as appropriate.
  • Performs other related duties as assigned.



Education and Experience:

Requires a Bachelors’ Degree in Business Administration, Public Administration, Accounting, Finance, or a related field, supplemented by five (5) years of professional level work in utility billing, customer service, and utility operations; supplemented by three (3) years of supervisory experience; or any equivalent combination of education, training, and experience. Local government experience a plus.

Licenses or Certifications:

Valid State of Georgia driver’s license;

Special Requirements:

Requires an acceptable general background check to include a local and state criminal history check.

Requires satisfactory results from a pre-employment alcohol and controlled substance testing.


Knowledge, Skills and Abilities:   

  • Knowledge of basic arithmetic operations.
  • Knowledge of customer service software, databases, and CRM tools.
  • Knowledge of general accounting, billing and collection practices and procedures, financial record-keeping practices, treasury /tax collection reporting requirements and procedures, and local government revenue sources. 
  • Knowledge of basic principles and practices of customer service and quality service standards.
  • Knowledge of basic accounting, billing processes and procedures.
  • Ability to organize and implement utility billing activities related to call centers, billing, credit, and collections and field metering services.
  • Ability to create and sustain a work unit culture that promotes continuous process improvement and are aligned with department and the City’s strategic objectives.
  • Ability to exchange information for the purpose of clarifying details within well-established policies, procedures and standards.
  • Ability to communicate clearly and effectively, both orally and in writing, by using correct English grammar, spelling, and punctuation.
  • Ability to develop and maintain cooperative and professional relationships with employees and all levels of management to include City Officials, representatives from other departments, and organizations, including the general public.
  • Ability to exercise judgment, decisiveness and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable.
  • Ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.
  • Skill in coordinating and resolving daily operational and administrative problems and issues effectively with subordinate employees.


The work is sedentary work which requires exerting up to 30 pounds of force. Work requires Tasks require the ability to exert light physical effort which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight. Tasks may involve extended periods of time at a keyboard or workstation. Some tasks require the ability to perceive and discriminate colors or shades of colors, sounds, and visual cues or signals.  Some tasks require the ability to communicate orally.


Work is performed in an office environment. Essential functions are regularly performed without exposure to adverse environmental conditions.

The City of Fairburn is an Equal Opportunity Employer. To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. In compliance with the American Disabilities Act (ADA) reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions. Prospective and current employees are encouraged to discuss accommodations with the employer.

Listing ends on: