TERM LIMITED TEMPORARY (TLT) Utility Assistance Programs Implementation Manager (SA2, Utils L21)

Full Job Description

Seattle Public Utilities' (SPU) Customer Care Division has an exciting opportunity for a TERM LIMITED TEMPORARY (TLT) Utility Assistance (UA) Programs Implementation Manager (SA2, Utils L21) to lead the implementation of the Utility Assistance Redesign Project for SPU.

This strategic initiative will modernize how customers access affordability programs by improving application processes, strengthening language access, and increasing overall program awareness.

In addition to leading project implementation, this position will partner closely with the Customer Affordability Programs and Services (CAPS) team to support planning and strategy development associated with operational process, procedure, and policy changes resulting from the redesign.

This includes ensuring that internal operations, workflows, and service models are aligned with the new program design—and that improvements to customer service delivery are sustainable, efficient, and customer-centered.

Serving as the central point of accountability for cross-department coordination, community engagement, and change management, the Implementation Manager will work with City partners, technical teams, leadership, and community stakeholders to deliver an equitable and accessible customer experience for SPU’s affordability programs.

This Temporary opportunity is fully benefitted and expected to last up to 35-months.About Seattle Public Utilities: Seattle Public Utilities (SPU) is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water, drainage and wastewater, and garbage/recycling/compost.

SPU also provides drinking water for 1.6 million customers in the region. SPU’s work includes system maintenance and improvements and keeping Seattle clean.

Over 1,400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations.For more information about Seattle Public Utilities (SPU), checkout the:

• SPU Website
• SPU Workplace Expectation
• Strategic Business Plan

SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring and promotional opportunities.

Requirements

Primary Responsibilities of the TLT Utility Assistance Programs Implementation Manager (SA2, Utils L21):

• Act as key representative of SPU leadership on cross-functional, departmental, and jurisdictional teams, providing technical expertise and authoritative advise on utility affordability and customer service strategies.
• Directly support affordability, equity, and customer service goals by improving access to utility assistance and strengthening cross-departmental collaboration and community engagement.
• Provide authoritative recommendations to elected officials and department heads on program development, budget strategies, and long-term policy impacts.
• Communicate on behalf of department leadership to internal and external audiences regarding significant issues and priorities.
• Develop and defend policies affecting the City's ability to fund and deliver utility assistance programs and services.
• Provide leadership and direction to ensure alignment with City objectives and strategic priorities.

Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

Experience: Five (5) years professional experience related to utility or customer service program management.

Education: Bachelor's degree in Business Administration, Public Administration or related discipline. (If no degree, an additional two (2) years of relevant experience is required)

Combinations of appropriate education, training, certification, and experience(s) will be evaluated on an individual basis for comparability.

Desired Qualifications:

• Understanding of the City of Seattle Utility Assistance Programs or familiarity with operational, policy, or service models used in utility assistance and other public assistance programs
• Documented experience implementing community focused, customer-facing, or public service programs
• Experience building partnerships with communities, community-based organizations, non-government agencies, and other groups to establish new behaviors, projects, and/or programs
• Understanding and experience with equitable and inclusive outreach and program development
• Proficiency with Microsoft 365, including Word, Excel, PowerPoint, Teams, and SharePoint, for drafting materials, analyzing data, and delivering presentations
• Strong ability to create clear, concise written materials such as briefings, decision memos, presentations, and community-facing content.
• Excellent time management and priority-setting skills

Additional Information

In addition to fully completing the online application, we require candidates to attach a resume and cover letter. Your cover letter should address how your knowledge, skills and experience(s) relate to this position.

The full salary range for this position is $56.57 per hour - $84.88 per hour.

Workplace Environment (*Telework Expectation):
This position allows for the flexibility of a hybrid work schedule. City employees will have the option to work remotely two days a week. Individual schedules will be agreed upon by the employee and their supervisor.

Who may apply: All qualified candidates may apply.

Background Check Requirement:
This hiring process involves a background check of conviction and arrest records in compliance with Seattle’s Fair Chance Employment Ordinance, SMC 14.17. Applicants will be provided an opportunity to explain or correct background information.

The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.

The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life, and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits/employees-and covered family-members/most employees-plans

If you have any questions, please contact Heather Baldwin-Stewart at Heather.Baldwin-Stewart@seattle.gov.