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American Water Director, Business Performance in Charleston, West Virginia

American Water is purpose-driven, people-powered, customer-obsessed and the trusted source *of everything *water. Our employees in West Virginia go to work every day knowing they have an impact on the environment and people’s lives.

Our Director, Business Performance will work with all levels of the West Virginia American Water team to monitor various aspects of our day-to-day operations (including but not limited to fleet, inventory, customer service, accounts receivable, cross connection, etc.) and lead the team in our business performance group.

The ideal candidate should possess good organizational skills, problem solve, be able to analyze data, find best practices, manage projects, collaborate across various departments, and be process improvement-minded.

American Water offers a competitive compensation package, medical, dental, vision, and prescription drug benefits as well as 401k with company match and /so much more!/ This position will report to the VP, Operations and be based in our Charleston, WV office.

/ Relocation assistance may be considered./

  • Primary Role*

Responsible for providing analysis and reporting on operational data and financial information for the purpose of supporting decision-making by Service Delivery management in optimizing operational performance. As directed, the Business Performance Director also serves to provide Service Delivery management oversight to various programs and departments within the function. This position is also charged with coordinating, communicating, monitoring and supporting the key change activities within the Region to ensure that change projects are delivered on schedule and in alignment with the overall business change Program. The position will assist in the identification of key regional resource needs and bottlenecks, and facilitating timely resolution of conflicts, as required.

  • Key Accountabilities*

  • Drive and quality assure effective delivery of operational and service delivery excellence, maximizing financial performance, operational efficiency, and customer satisfaction.

  • Develop Regional operational capability and implement best service delivery and operating practices.

  • Lead efforts on the operational input to Region business plans (OPEX and CAPEX).

  • Support Region leaders in terms of goals, activities, behaviors and delivery focus in all key operational areas.

  • Redesign operations and maintenance procedures. Acquire and/or create and configure technology tools for operations.

  • Monitor and provide analysis of budgets and operating metrics for management needs.

  • Continued*

  • Interact with Service Delivery personnel to ensure operational data and related financial information is accurate, timely and precise.

  • Interact with other internal groups including Finance and Human Resources to ensure smooth integration of new business projects.

  • Ensure that policies, procedures, programs, standards of performance and approved objectives are adhered to and/or achieved.

  • Pursue educational opportunities and professional development to enhance performance and contributions to the organization.

  • Work with various Project Managers to develop and maintain master and subsidiary resource plans for key change projects within the region.

  • Gather, track and analyze financial and operational performance information from key change projects, e.g., budget tracking.

  • Maintain and enhance performance metrics and reporting mechanisms.

  • Follow-up key change activities on project plans to ensure timely compliance with key milestones and deliverables.

  • Promote knowledge-sharing and best practices throughout the Business Change Process by ensuring complete, timely and effective communications of key project milestones/objectives, and that feedback received is properly incorporated into change program plans.

  • Schedule and coordinate road shows and other communications needs, as required.

  • Plan and support any workforce transitions occurring in the region Identify potential problems, issues and sources of resistance and help to resolve them.

  • Develop and maintain effective relationships with key staff involved in implementing change projects, e.g., regional MDs, other region change champions, Corporate Centre change champions, and regional operational change projects.

  • Challenge and support the accountable business managers in implementing change initiatives, manage an appropriate balance between the pace of ‘change overload’ or loss of operational integrity.

  • Knowledge/Skills*

  • Core professional competence in Service Delivery, Operations and Maintenance, and Capital Investment as it relates to water/wastewater resource facilities.

  • Contract administration knowledge required.

  • Working knowledge of new technology and current trends in water quality, water treatment, developer services and other related water resource management disciplines.

  • Business acumen and judgment; knowledge of company procedures, policies and operations; knowledge of Change Management methodologies and techniques.

  • Experience/Education*

  • Bachelor’s Degree in Operations-related discipline or equivalent years of experience.

  • 7-10 years of service delivery or operations management experience and/or business performance management in utilities environment, or similar related experience.

  • Competencies*

Prioritizes & Role Models Safety

Self-Awareness

Plans, Aligns, & Directs

Develops Talent

Drives Engagement

Decision Quality

  • 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.

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