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American Water Manager, Integrated Operations Center in Camden, New Jersey

Founded in 1886, American Water is the largest and most geographically diverse publicly traded U.S. water and wastewater utility company. With headquarters in Camden, NJ, the company employs over 6,800 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to an estimated 15 million people in 46 states. To learn more about American Water and additional career opportunities, visit

Primary Role

  • Provide oversight and accountability for IOC operations and personnel

  • Responsible for budget, schedules and maintenance of all IOC functions

  • Develop, manage and update project and closeout documentation in conjunction with the project managers and program management resources for the portfolio of projects executed and managed by American Water Physical Security and Preparedness for American Water facilities

  • Responsible for providing regular project communications and IOC operational metrics as assigned by the Associate Director – Physical Security and Preparedness, both internally and externally to the appropriate stakeholders

  • Actively participates in sequencing projects, adjusting timelines, and modifying scope documents to achieve IOC goals and objectives

  • Actively perform work activities with 24/7 IOC operations and track, manage and administer the performance of the IOC Desk Team

  • Provide management reporting to American Water leadership upon request

Key Accountabilities

  • Develop and/or promote solutions which support the business requirements and business strategies, and which align with enterprise and departmental goals

  • Manage the project and product management initiatives to achieve results

  • Support leadership in managing customer expectations for project implementation and manage stakeholder communications

  • Engage closely with internal customers to understand what business objectives are desired through technology enablement and work with the Product Management & Product Engineering teams to ensure these projects are successful

  • Maintain vendor relationships with vendors

  • Drive the effort to manage and direct projects that match short-term and long-term business goals with specific technology solutions to help meet those goals

  • Collaborate with stakeholders to ensure that key projects are aligned with business requirements, including budget and finance considerations

  • Management, scheduling, and performance of the IOC team and associated deliverables

  • Develop and perform ad-hoc project reporting as required.

  • HR management, including reviews and recruiting of IOC personnel

  • Develop, manage and update project and closeout documentation

  • Monitor and provide oversight of projects

  • Compile and communicate information related to critical activities, resources and timelines in accordance with American Water deadlines


  • Day-to-day management of the IOC team, working closely with the Shift Supervisors to ensure proper coverage for all shifts

  • Evaluate delivery of the IOC and provide reporting, as well as recommendations for improvement, to American Water leadership

  • Work with the program and project management resources, plan and organizes the work of IOC personnel

  • Prepare and update detailed project plans using Microsoft Project

  • Monitor progress to plan, make necessary adjustments to ensure projects are completed on time

  • Facilitate project related meetings, develop agendas, schedule participants, document minutes, action items, issues list, and posts to central repository, distributing directly to team members as required

  • Update and maintain project plans, project artifacts based on meeting communications

  • Follow up with Project Managers and/or assigned resources regarding any past due deliverables

  • Escalate past due issues to Associate Director – Physical Security and Preparedness for resolution in the event satisfactory conclusion to tasks are not met

  • Report project status and related issues to management on a regular and timely basis, recognizing the sensitivity of key issues to the overall organization and administration

  • Be the program management thought leader and provide project management advice and guidance


  • In-depth knowledge of technology, procurement, contract management and vendor management

  • Understanding of client program objectives and alignment of operational support activities to meet those objectives

  • Understanding of relationship between applications, application architectures and Business processes

  • Demonstrated ability to apply project management skills to solve practical problems in a high-tech development environment

  • Excellent verbal, written and presentation skills

  • A self-starter with ability to work on multiple projects simultaneously with a keen desire to learn and expand depth of knowledge

  • Good Collaboration, prioritization and team working skills

  • Ability to work in a fast-paced dynamic environment with virtual teams

  • Passionate about working on projects where there is some element of unknown and ambiguity

  • Ability to work independently and take initiative to find/develop solutions for business requirements.

  • Fast learner with attention to detail


  • 10+ years’ experience working in project management and technology fields required

  • Minimum 3 years management experience required

  • Experience working in, as well as managing call center activities in support of physical security or IT infrastructure

  • Bachelor’s degree in Engineering, Information Systems or similar technology field is required

  • Master's degree in Business Administration is preferred

Travel Requirements

As necessary, up to 20%


Champions safety

Customer obsessed

Cultivates innovation

Nimble learning

Drives Results


  • Join American Water...We Keep Life Flowing*™

  • American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants* based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because he or she is an individual with a disability, protected veteran or other status protected by federal, state, and local laws.