Program Manager

City of Sacramento - Sacramento, CA (30+ days ago)4.1


The Department of Utilities (DOU) is seeking a Billing Manager in the Business Services Division (BSD) of DOU. This position oversees the activities of the DOU Billing Unit, which is responsible for the collection, monitoring and flow of funds derived from utility service fees for the City's water, wastewater, storm drainage and solid waste services, as well as revenue collection for Regional Sanitation. Currently the DOU Billing section services over 135,000 water and 76,000 wastewater customer accounts. This position supervises 19 professional, technical, and clerical staff assigned to the section. This management level classification exercises a broad range of authority over development and compliance with utility billing policies and procedures. Specific responsibilities include:
Plans, organizes and directs the activities of the DOU Billing Unit, which is responsible for all City of Sacramento utility billing. Performs the more difficult and complex billing duties of the work unit including resolution of customer billing disputes and complaints, interpreting administrative policies and resolving payment and service issues.
Assists City staff with communicating account information to affected customers in writing and orally in a clear and positive manner in order to resolve disputes and/or explain changes to City Code.
Working closely with the Department of Utilities Customer Service Manager, reviews, monitors and recommends changes and controls for the City's utility billing policies and practices in conformance with industry best practices and Sacramento City Code; prepares and recommends additions or changes to Sacramento City Code.
Prepares and provides complex reports, correspondence, staff reports, to the City Council, committees, City departments, outside agencies and the public; makes oral presentations and participates in organizational and community group meetings.
Works with vendors and suppliers; writes RFP/RFQs, contracts, and grant applications; negotiates terms, conditions and performance standards and manages contracts related to the delivery of utility billing services
Serves as champion and business lead on cross-organizational projects related to automation improvements, which may include upgrades to or replacement of the utility billing system; researches and recommends improvements in billing technologies and customer service response; provides technical assistance and keeps current on new technologies in the area of utility billing and customer services.
Establishes positive working relationships with representatives of community organizations, State/local agencies and associations, City management and staff, and the public.


Under limited direction, a Program Manager organizes and manages major programs or projects with a high degree of visibility and substantial citywide impact; supervises professional, technical, and clerical staff; coordinates administrative functions; and develops procedures, programs and methodologies.


This management level classification may be populated with multiple incumbents who exercise a broad range of authority over complex programs critical to a department's mission. Responsibilities require work beyond typical program or project management work. Incumbents must exercise substantial innovation and leadership in developing and managing programs or projects. The Program Manager is distinguished from the lower classification of Program Specialist in that the Program Manager is responsible for administration and management of major complex programs and projects with high visibility and substantial citywide impact.

This class is distinguished from that of Support Services Manager in that the latter class manages all internal support functions for a department and supports a board or commission.


Limited direction is provided by a department head or division manager. Supervision, on a regular basis, of three or more assigned staff positions is required to hold this classification.

Organizes, coordinates, and manages one or more major programs or projects with high visability and citywide impact; coordinates administrative functions including budget preparation, financial management, contract administration, and personnel administration for the program.
Develops procedures and methodologies within compliance requirements; interprets and applies existing policies to actual situations; coordinates development of work plans, selects and supervises staff; meets with staff to identify and resolve problems, assigns work activities, and evaluates work products.
Serves as principal contact for the program/project; confers with department heads, division chiefs, members of professional staff, and other officials concerning programs, regulations, procedures, policies, etc.; represents the department in a variety of meetings involving program coordination or regulatory requirements; may serve on commissions or non-profit boards as part of program service delivery.
Develops and maintains informational and statistical reports regarding program performance, goal attainment, and service levels; conducts customer service audits and delivers customer service training.
Works with vendors and suppliers; writes RFP/RFQs, contracts, and grant applications; negotiates terms, conditions and performance standards.
Provides exceptional customer service to those contacted in the course of work.
Other related duties may also be performed; not all duties listed are necessarily performed by each individual holding this classification.

Principles and practices of public administration, including governmental finance, budgeting, personnel administration, procurement methods.
Methods and practices of modern office management.
Advanced principles and practices of research, analysis, and technical report writing.
Functions and missions of publicly appointed Boards or Commissions.
Principles and practices of supervision.
Advanced principles and practices of project/program development, management and administration.
Principles and practices of supervision and training.

Collecting and analyzing large volumes of data and reaching a conclusion supported by the research.
Building a consensus among parties with competing or conflicting interests.
Supervising and motivating employees and generating department-wide cooperation in support of strategic goals and plans.
Use of computers, computer applications, and software.

Prepare technical or analytical reports.
Interpret and apply regulatory practices, rules, and policies to actual situations.
Present ideas effectively, orally and in writing.
Establish and maintain effective working relationships with people of diverse backgrounds.
Meet deadlines in a highly political environment.
Effectively plan, develop, and implement a comprehensive program with a broad scope and high degree of complexity.
Manage highly complex subject matter.
Make program or project changes based on analysis of results, new legislation, or departmental changes.
Exercise administrative supervision and direction over professional, technical, and clerical staff.


Six years of professional level administrative and analytical experience including two years of which must be in the program area.

  • AND-
Graduation from an accredited four-year college or university with major coursework in business or public administration or a closely related field.

Note: It is highly desirable the required years of professional-level experience be attained in a governmental jurisdiction.

A post-graduate degree may substitute for one year of the required professional level governmental administrative and analytical experience.


Proof of education such as college transcripts and degrees must be submitted to the City of Sacramento Employment Office in person, as an attachment(s) to the online application, or fax to (916) 596-1556. If submitting in person or via fax, please include your name and Recruitment #001798-18-DOU on your documents. Unofficial transcripts and/or documents are acceptable.

An applicant with a college degree obtained outside the United States must have education records evaluated by a credentials evaluation service. This evaluation must be submitted before you will be considered for any positions.


Driver License:
Possession of a valid California Class C Driver License at the time of appointment. Individuals who do not meet this requirement due to physical disability will be reviewed on a case-by-case basis.

Please note, the City of Sacramento's preferred method of communication with applicants is via e-mail. As such, please ensure you verify the e-mail address on your application, and check your e-mail frequently, including your spam and junk folders. All e-mail notifications can also be accessed through the applicant inbox.

1. Application: (Pass/Fail) – All applicants must complete and submit online a City of Sacramento employment application to the Employment Office by the final filing deadline;

Employment applications must be submitted online; paper applications will not be accepted.
Employment applications will be considered incomplete and will be disqualified:
If applicants do not list current and past job-related experience in the "Work Experience" section. Note: Qualifying experience is based on 40 paid hours per week (pro-rated if less than 40 hours/week).
If "see resume" is noted in the "Work Experience" section; a resume will not substitute for the information required in the "Work Experience" section.
Proof of required education and/or degree equivalency must be submitted online with your application, emailed to, delivered in person, or sent to the Employment Office by fax or mail by the final filing deadline.

2. Screening Committee: (Pass/Fail)– Human Resources will evaluate employment applications for the minimum qualifications stated on the job announcement.

3. Interview Process: Human Resources will forward qualified applications to the hiring department. Those determined to be the most qualified candidates will be invited to participate in an interview process. A recommendation of the top candidate(s) resulting from this interview process will be forwarded to the City Manager for final action.

4. Conditional Hire: Upon receipt of a conditional offer, the selected candidate must complete LiveScan / fingerprinting and receive Human Resources approval prior to receiving a start date from the Department.

For questions concerning this job announcement and the application process:
Please visit for a comprehensive, step-by-step guide to the application process.
For technical support between 6 AM - 5 PM PT, contact Live Application Support at 855-524-5627.
Visit the City of Sacramento Human Resources Department website at;
Send an email to;
Call the Human Resources Department at (916) 808-5726; or
Visit the Human Resources Department at Historic City Hall, 915 I Street, Plaza Level, Sacramento, CA 95814.