Salary : $64,507.00 - $100,066.00 Annually
Location : 1600 Mist Lake Dr., Durham, NC
Job Type: Full time with benefits
Remote Employment: Flexible/Hybrid
Job Number: 26-06187
Department: Water Management
Opening Date: 10/21/2026
Closing Date: 11/5/2026 11:59 PM Eastern
Position DescriptionThis position is devoted to providing management analysis and oversight; departmental budget and personnel management; program administration and oversight; risk management and safety services.
Position is responsible for maintaining and updating databases; managing records; conducting and/or arranging for training; collaborating with City departments; coordinating procurement activities and tracking and monitoring budgets.
Duties/Responsibilities- Maintain databases, online systems, files, and tracking tools; compile, verify, reconcile, and review information for accuracy and completeness.
- Coordinate scheduling, logistics, and materials for training sessions, meetings, and departmental activities.
- Provide basic technology troubleshooting and user assistance; escalate complex technical issues to the appropriate staff or department.
- Monitor and analyze daily customer service and operational performance metrics, including call volumes, response times, service requests, issue resolution, first-call resolution, average handle time, and average hold time.
- Collect, validate, analyze, and interpret operational and customer service data to identify performance trends, recurring issues, risks, and opportunities for improvement.
- Prepare recurring and ad hoc reports, dashboards, presentations, and data visualizations to communicate performance results and operational insights to staff and leadership.
- Evaluate workflows and business processes to identify operational gaps, bottlenecks, inefficiencies, and opportunities to improve service delivery, accuracy, and productivity.
- Analyze recurring operational issues to identify root causes and recommend appropriate process improvements.
- Support the implementation, testing, monitoring, and refinement of new processes, procedures, systems, and technology.
- Track the effectiveness of implemented process changes and provide updates on outcomes, performance, and areas requiring additional attention.
- Provide analytical and administrative support for operational improvement projects, customer experience initiatives, and departmental priorities.
- Collaborate with utility billing technicians, team leads, systems analysts, supervisors, management, IT, and other cross-functional partners to support operational objectives and resolve issues.
- Communicate significant trends, risks, operational concerns, and improvement opportunities to appropriate staff and leadership.
- Assist with the development and maintenance of procedures, reference materials, training resources, and other documentation needed to support consistent operations.
- Participate in training and professional development activities to strengthen knowledge of customer service operations, reporting, data analysis, systems, and process improvement.
- Perform other duties of a similar nature and level as assigned.
Minimum Qualifications & Experience - Associate's degree in business administration or field related to assignment
- Three years of experience related to assignment.
Additional Preferred Skills - North Carolina Public Notary may be preferred for some assignments.
Benefits - General Full-Time Employees - 12-13 paid holidays per year
- 13 standard work days of vacation per year
- 13 standard work days of sick leave per year, which accumulates indefinitely; sick leave may be used toward early retirement
- 2 weeks paid military leave per year
- Medical, dental, vision, and supplemental life insurance plans
- State and City retirement plans
- Short and long term disability plans
- Paid temporary disability leave for specified conditions
- City contribution of 13.6% into the N.C. State Retirement System
- Paid funeral leave
- Employee Assistance Program - personal and family counseling
- Paid life insurance equal to annual salary
- 48 hours for volunteer work each year*
- 4 hours parental leave each year
- Workman's Compensation Insurance
- 457 Deferred Compensation Plans
Benefits - Part-Time (1,000 hours or more per year) - 401(k) retirement plan (5.0% of salary)
- State retirement plan
Benefits Part-Time (Average 30 hours per week over 12 month period) - 401(k) retirement plan (5.0% of salary)
- State retirement plan effective first day of the month following date of hire
- Health insurance effective first day of the month following date of hire
- Dental and life insurance, after one year of service
- Pro-rated vacation, pro-rated sick, pro-rated floating holiday, parttime holiday pay (based on scheduled hours for that day) after one year of service
01
Where did you first hear about this opportunity?
- City of Durham Website
- Walk in
- Job fair
- Employee referral
- Professional organization ***Please list the organization in "other" box below***
- Internet posting ***Please list the specific web site in the "other" box below***
- Craig's List
- Facebook
- LinkedIn
- GlassDoor
- governmentjobs.com
- Monster.com
- Indeed.com
- Employment Security Commission
- Magazine/Newspaper
- Other
02
If you listed "other" above please give specific web site, organization, or publication.
03
Please select your highest level of COMPLETED education.
- Less than a High School Diploma or Equivalent (GED, HiSET, TASC)
- High School Diploma or Equivalent (GED, HiSET, TASC)
- Associates Degree
- Bachelor's Degree
- Master's Degree
- Doctoral Degree (PhD, Juris Doctorate)
04
How many years of related experience do you have?
- No related experience
- Less than 1 year of related experience
- 1 year but less than 3 years related experience
- 3 years but less than 7 years related experience
- 7 or more years related experience
Required Question
