Water Department Deputy Director Business Services
Reports to: Christopher Harder, Water Director
Location: Fort Worth, Texas
City of Fort Worth Overview
With a population of more than 950,000, Fort Worth has been ranked the third-fastest-growing city and the 13th largest city in the nation. The city melds more than 165 years of cattle and oil heritage with an ever-growing, diverse array of new businesses and industries. The result is a modern city with a strong sense of community. Always looking towards the future, the city’s vision statement is to make Fort Worth “the most livable and best-managed city in the country.” City employees across 25 departments work together to provide municipal services to all residents, to uphold the city’s values, and to fulfill its mission of “working together to build a strong community.”
Water Department Overview
Established in 1884, Fort Worth Water (FWW) serves more than 1.3 million people in the city and its surrounding communities by providing drinking water, wastewater, and reclaimed water services. The utility provides retail water service to the city, wholesale water service to 33 communities, wholesale wastewater service to 23 communities, and wholesale reclaimed water service to Arlington, Euless, and DFW International Airport. The utility is organized functionally into six divisions: Plant Operations, Field Operations, Strategic Operations, Capital Delivery, Management Services, and Customer Care. The department has 1,002 employees and an annual budget of approximately $500 million, as well as a $1.3 billion five-year capital improvement program. For more information, please see https://www.fortworthtexas.gov/departments/water.
As one of two deputy directors in the utility, the Deputy Director of Business Services (DDBS) is critical to the continued success and future growth of FWW. This role is multifaceted and complex, with management responsibilities extending over two divisions, with two direct reports and 284 indirect reports. The DDBS should be an accomplished and experienced leader able to excel in highly collaborative environments; possess strong multitasking, analytical, and project management skills; be innovative and strategic; and have demonstrated success as a communicator and relationship builder in all levels of an organization and in a public and customer-facing capacity.
The utility’s goal is to continue to improve engagement and quality of service to customers amid continued growth while keeping rates affordable. The utility seeks a leader capable of formulating solutions and implementing business practices to best position the utility to respond to current and future challenges effectively and efficiently. The DDBS will be a forward thinker capable of developing innovative solutions that support these goals. Ideal candidates will have a background in scaling operations of multiple functional groups and working with other executive leaders to conceptualize and actualize organizational growth.
The DDBS oversees all operations of the utility’s business services. The Business Services group is comprised of the customer care division, the management services division, and the MyH2O program, which aims to improve customer engagement and utility operations through enhanced transparency and self-service options. The DDBS is responsible for multiple work groups within the divisions, including all customer-facing operations, finance, administration, purchasing and contract compliance, organizational development, information technology services, environmental health and safety, security and emergency management, workforce initiatives, and capital project support. The DDBS is a member of the utility’s Executive Team, manages relationships with various stakeholder and advisory groups to the utility, acts as a close advisor to the water director, and should be prepared to represent the utility in the director’s absence.
Key Executive Responsibilities
Providing executive leadership for the strategic and tactical operations of the multifaceted business services work groups.
Maintaining the operational and financial integrity of the utility.
Developing key policies and procedures that support growth while upholding the city’s mission.
Utilizing data analytics to make strategic and informed decisions and improvements to the utility.
Supporting asset management initiatives through process mapping and IT investments.
Identifying, anticipating, and implementing needed business process improvements.
Leading conservation efforts and identifying water loss.
Advancing and expanding affordability programs.
Providing counsel and administrative support to the water director on all business service matters.
Representing the utility to city council members, governmental agencies, industry groups, the public, and utility and wholesale customers.
Executive Qualifications and Requirements
Bachelor’s degree with major coursework in public administration, engineering, chemistry, biology, or a related field required; advanced degree preferred.
At least 10 years of demonstrated leadership experience in a utility, city, or public service capacity.
Understanding of federal, state, and local laws, policies, procedures, codes, and regulations relating to utilities.
Experience with substantial budget planning and preparation within a complex organizational structure.
Exceptional relationship-management, networking, and team-building skills. Proven success developing staff, building succession, managing multiple departments, and improving efficiencies in staff performance.
Skilled at data analysis and forecasting.
Experience overseeing the implementation of large technology or capital improvement projects.
Strong background in improving and developing customer and community engagement.
Desired Personal Traits
Excellent verbal, written, and interpersonal communication skills.
Skilled at multitasking and organizational/time management.
Ability to lead by personal involvement and example. Strong work ethic; passion for continued learning.
Emotional intelligence and interpersonal awareness. A problem-solver able to work with multiple groups that have different/conflicting agendas or desired outcomes.
High moral standards appropriate for leading an organization devoted to the public welfare.
Dedication to the mission of the City of Fort Worth and Fort Worth Water.