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Position Information

Functional TitleManager, Billing and Revenue Protection

Recruitment Category TypeStandard

Functional CategoryCustomer Service

GradeGS.16

FLSA StatusExempt

Requisition Number26-0120

Number of Vacancies1

Job LevelSection Manager

Job CodeN/A

Job Description Summary

Organization NameBilling & Revenue Protection

Reports toDivison Manager, Billing and Revenue Protection

Full or Part TimeFull Time

If Part Time how many hours per week

Regular or TemporaryRegular

Position End Date (if temporary)

Work Schedule

Monday – Friday

8:00 am-5:00 pm (with additional hours as needed)

Position LocationLaurel

Position Summary Information

General Summary

NOTE : This position is open to current WSSC Water employees only.

TheManager, Billing and Revenue Protectionplays a crucial role in coordinating the efforts of multiple teams to achieve organizational goals and ensure cohesive action and collaboration to meet performance targets. Responsibilities include developing strategies to improve efficiency and productivity, addressing billing and revenue challenges, managing special account billings, conducting data and business analyses, and overseeing project management to drive company success.

Essential Functions

+ Manages employees including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination

+ Provides guidance and counseling to staff to achieve goals of the Section and WSSC Water

+ Develops and disseminates standard operating procedures and guidelines to maintain consistency in staff performance

+ Collaborates with supervisors and respective Collective Bargaining Units to establish performance metrics for the employees

+ Addresses and resolves escalated customer account issues, collaborates with business partners in Utility Services, General Counsel’s Office, and Senior Management as necessary. Works collaboratively throughout the Commission to achieve strategic objectives initiated by the General Manager and the Office of Performance and Accountability

+ Administers budgetary responsibilities with diligence, ensuring fiscal activities support the strategic direction of the Commission

+ Upholds strict adherence to legal standards, regulatory requirements, and internal policies to maintain organizational integrity

+ Coordinates with cross-functional teams to obtain updated account information, ensuring the accuracy and integrity of account history, including changes in meter status, customer names, and account statuses

+ Effectively uses dashboards to assess the performance of the section supervisors and staff, ensuring the appropriate level of progress on process queues

+ Facilitates the research and approval process for customer refunds correctly, balancing financial accuracy and customer satisfaction

+ Investigates and resolves complex customer account adjustments, applying account analysis and the Commission Code to obtain a fair and just settlement

+ Leads complex data and business analyses, as well as project management activities, identifies areas for process enhancement, proposing actionable solutions or recommendations

+ Engage with customers, government officials, and other departments to address and resolve issues, complaints, and/or delinquent balances, negotiate payment plans, and reduce barriers to payment

+ Lead or attend meetings or work sessions at WSSC Water depots or in the community

+ Testify in person as a WSSC Water witness in county court proceedings.

+ Accompany service crews performing field work to build camaraderie and attain first-hand knowledge of work activities

+ Conduct Step 1 hearings with the help of Human Resources on grievances raised by the collective bargaining unit.

Other Functions

Performs other related duties as assigned

Work Environment And Physical Demands

Work is performed in a standard office environment

Required Knowledge, Skills, And Abilities

+ Ability to gain a thorough knowledge of the Customer to Meter (C2M) billing system

+ Ability to gain knowledge of Maintenance Management Information System ( MMIS ), Permits Processing Information System ( PPIS ); and Mobile Workforce Management ( MWM ) dispatching system

+ Excellent organizational, analytical, and decision-making skills

+ Ability to plan, assign, and supervise the work of subordinate employees

+ Ability to communicate effectively in both verbal and written form

+ Comprehensive knowledge of the principles, techniques, policies, and methods of metering, billing, and collections policies and practice and maintenance

+ Ability to gain a thorough knowledge of data processing techniques and applications as related to all Customer Services and practices

+ Ability to strategize, assign, and supervise others to ensure production goals are met and exceeded

+ Ability to establish and maintain effective working relationships with subordinates and public officials

+ Ability to communicate effectively and tactfully with the general public and water service customers

+ Thorough knowledge of business analysis, data analysis, and project management

+ Ability to gain thorough knowledge of the operation, programs, and objectives of the Customer Service Team.

Minimum Education, Experience Requirements

+ Bachelor’s degree

+ 5+ years’ experience reviewing complex customer account issues

+ 2+ years in a team lead or supervisory role

OR

+ High school diploma or equivalent

+ 9+ years’ experience reviewing complex customer account issues

+ 2+ years in a team lead or supervisory role

Additional Requirements

Completion of the WSSC Water Financial Disclosure statement within 30 days of employment and annually thereafter.

Preferences

Experience working at a water/wastewater utility

Salary$108,056 - $183,987

Posting Detail Information

EEO Statement

AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

It is the policy of the Commission to select new employees and to promote current employees without regard to race, sexual orientation, sex, religion, national origin, marital status, or handicap. The Commission does not discriminate against qualified individuals with a disability and will make reasonable accommodation for any disability that does not result in undue hardship for the Commission.

Close Date01/19/2026

Open Until FilledNo

Special Instructions to Applicants

NOTE : This position is open to current WSSC Water employees only.

Additional Information

All applicants selected will be subject to drug screening and a background check/verification.

Supplemental Questions

Required fields are indicated with an asterisk (*).

+ * Will you, now or in the future, require sponsorship for employment visa status?

+ Yes

+ No

+ Are you an eligible veteran of any branch of the armed forces who has received an honorable discharge or Certificate of Satisfactory Completion of Military Service, the spouse of an eligible veteran who has a service-connected disability or the surviving spouse of a deceased eligible veteran?

+ Yes

+ No

Applicant Documents

Required Documents

+ Resume

Optional Documents

+ Cover Letter/Letter of Application