Job Description

The intent of this job description is to provide a representative summary of the major duties, locations, and responsibilities performed by incumbent(s) in this job. Incumbent(s) may not be required to perform all duties in this description, and incumbent(s) may be required to perform work-related tasks other than those specifically listed in this description. This job description is not a "contract" between the employee and the Authority. The job duties and essential functions may be changed at the discretion of the General Manager.

General

Job Title:Supervisor, Customer ComplianceJob Code:P0670Supervises Directly:YesNew or Revised:RevisedRegular or At-Will:At-WillDate Last Revised:5/12/2026Exempt or Non-Exempt:ExemptCompensation Approval Signature: Union/ Non-Union:Non-Union
Division:

Department:

Operations

Water-Quality and Technology
Salary Schedule: Non-Union Salary RangeCost Center Code: 813012Grade:NU17Essential Position:YesReports To:Manager, Customer ComplianceEEO Code:Officials and AdministratorsWork Format
In-Person

Role Description:
The Supervisor, Customer Compliance supervises staff and supports the administration of the DC Water Customer Compliance Programs that include cross-connection control/backflow prevention, permitting fire hydrant connections, investigating illegal discharge into sewer system and inspecting grease interceptors and water/sewer connections. Responsible for enforcing regulations and policies related to these programs and for implementing new technologies and processes.

Essential Duties & Responsibilities:

• Supervises staff responsible for coordinating and conducting inspections related to Compliance Programs.

• Supports strategic planning and innovation activities by analyzing policies, business processes, conducting benchmarking and research, and making recommendations.

• Reviews or drafts policies, procedures, technical manuals, and documentation related to Customer Compliance program areas.

• Prepares or evaluates reports, compliance directives, administration enforcement actions, and proposed orders requiring customers to pay fines.

• Examines customer complaints, conducts compliance investigations, analyzes concerns, and proposes a resolution in a timely manner.

• Utilizes various software programs and databases to monitor and track customer compliance.

• Collaborates with external agencies to coordinate on compliance inspections and water quality investigations.

• Presents program details, customer reporting procedures, and community outreach to stakeholders and customers.

• Performs compliance inspections to train staff as required.

• Ensures accurate billing of fees and timely processing of refunds to customers related to compliance programs.

• Responds to emergencies related to water quality, backflow incidents, fire hydrant connections and sanitary sewer overflows. Actively participates with DC Water's Emergency Management Team.

• Promotes an effective safety program for assigned personnel.

• Performs other duties and projects as assigned by the Manager, Compliance Programs Water Quality.

Supervisory Responsibilities: Responsible for supervision of Customer Compliance staff.

Key Working Relationships: Interacts with other units and agencies within and outside of DC Water in developing and coordinating Customer Compliance programs.

Skills & Qualifications:
The qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential responsibility satisfactorily. Reasonable amounts of training are provided.

Required Skills & Qualifications
Required Experience:
Five (5) years of related progressive experience in water or wastewater utility operations.
Minimum Education Requirements:Bachelor's degree from an accredited college or university or high school diploma or GED equivalency and nine (9) years of progressively responsible experience in water or wastewater utility operations. Required Skills:Strong analytical, planning, and organizational skills. Strong leadership and interpersonal skills.Skill in communicating, orally and in writing.Utilizes personal computers and maintains a working knowledge of applicable software programs (i.e. word processing, spreadsheets, email, etc.).Ability to read maps and building design/construction schematics.Required Licenses & Certifications:Must have or obtain within one year from date of hire a valid backflow testing and surveyor certifications from an accrediting agency.Must possess and maintain a valid Motor Vehicle Operating License.Physical Requirements: General office conditions.

Preferred Skills & Qualifications
Preferred Experience:Two years supervisory experience.
Preferred Education Requirements:N/A
Preferred Skills:N/A

*The work environment characteristics described in the physical requirements section of the required skills & qualifications table are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.