Orlando Utilities Commission | Manager, Technology & Analytics | Florida | United States | BigDataKB.com | 17 Oct 2022

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Job Location: Florida

OUC – The Reliable One, an industry leader and the second largest municipal utility in Florida committed to serving the community and the environment, is presently seeking a Manager, Technology & Analytics to join the Customer Service division.

We are looking for a perceptive and customer focused professional to implement and oversee various customer-facing technologies that leverage data from multiple sources, such as customer information system and the meter data management system.

OUC’s mission is to provide exceptional value to our customers and community by delivering sustainable and reliable services and solutions.

The ideal candidate will have:

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  • Bachelor degree in Statistics, Mathematics, or related field of study from an accredited college or university
  • Minimum of seven (7) years of experience in technology to include:
  • Three (3) years of data building and analytics, preferably in a customer relationship management and/or meter analytics
  • Three (3) years of formal supervisory/management experience over staff members (preferred requirement) and/or experience in leading efforts and setting direction for projects/teams
  • Prior experience in Oracle Utilities platforms (i.e. Customer Care & Billing (CC&B) and Meter Data Management (MDM) (preferred)
  • Project Management related certification (preferred)
  • Data analytics related certification (preferred)

OUC offers a very competitive compensation and benefits package. Our Total Rewards package includes, to cite a few:

  • Competitive compensation
  • Low-cost medical, dental, and vision benefits and paid life insurance premiums with no probationary period. Retirement benefits include a cash balance account with employer matching along with a health reimbursement account
  • Paid vacation, holidays, and sick time
  • Educational and Professional assistance programs; Paid Memberships in Professional Associations
  • Access to workout facilities at each location
  • Paid Conference and Training Opportunities
  • Free downtown parking
  • Hybrid work schedule

Salary Range: $111,674.38 – $139,592.42

Location: Reliable Plaza

Job Purpose:


Implements and oversees various customer-facing technologies that leverage data from multiple sources, such as the customer information system and the meter data management system. Ensures well-designed customer facing functional solutions for the customer service business unit and responsible for associated user acceptance testing. Oversees regular review, enhancement, and testing of all customer-facing technologies to help ensure alignment with department strategies for best in class customer experience. Leads the development of dashboards that contain relevant business data analytics and metrics aligned with the department’s strategic and operational goals. Provides on demand data used to make critical business decisions.

Primary Functions:
  • Manage and lead the Customer Technology and Analytics staff to provide direction of day-to-day activities, including, but not limited to, employee coaching, development, and performance evaluation;
  • Lead or contribute to the improvement of existing customer technology functionality, identify greater usage of such systems to avoid manual intervention in the meter to cash business processes and other channels that ultimately increase quality, enhance the customer experience and/or reduce operational costs;
  • Oversee the user acceptance testing (UAT) process inclusive, but not limited to, the review and approval of detailed business requirements, technical design solutions, development of use case test data, execution of test procedures and results;
  • Leverage available technology to improve quality control, process effectiveness, and organizational efficiency; identify and resolve operational impacts across various integrated customer service applications;
  • Proactively interact with the business area management to understand operational needs and liaise with Information Technology on system solutions, development and releases related initiatives;
  • Guide the team and business stakeholders in identifying problems and determining root cause analysis and resolution; facilitate meetings and project planning, as needed;
  • Leverage a collaborative approach in identifying data needs and issues, and promoting the use of analytics capabilities across the department to help drive adoption of data-driven decision making;
  • Lead the development and execution of metrics for multiple business areas such as Collections, Billing, Sustainability, Commercial Services, etc. to track operational performance, trends, and progress including the development of the business area dashboards;
  • Lead the team in deriving business insights through data output, analysis and data interpretation using a variety of techniques, ranging from simple data aggregation via statistical analysis to more complex data mining;
  • Identify, evaluate and recommend new technologies and applications to better support customer experience: work with vendors and internal stakeholders to enhance customer technologies to provide effective solutions for changing needs;
  • Evaluate and align talent to current and future business needs; mitigate talent risks;
  • Support and maintain an effective work team; foster a culture of respect and continuous learning;
  • Communicate performance expectations, support staff professional goals, and brief all related issues, initiatives, and actions, risks or concerns with Leadership;
  • Develop, measure, and take action on performance metrics for teams and individuals within the business unit;
  • Manage selection and promotion procedures including reviewing applicants and interviewing potential new employees to effectively recommend candidates for open positions within the business unit;
  • Set strategies and goals for the business unit that directly connect to OUC’s corporate strategies;
  • Participate in developing and administering the department operational and capital budgets; which include overseeing the budget/cost functions; additional responsibilities include creating purchase orders, work orders and paying invoices;
  • Prepare Commission Agenda Item documentation; purchase order generation, budget preparation and monitoring, and project documentation;
  • Perform other duties as assigned.

Technical Requirements:

  • Working knowledge of all, but not limited to, the following:
o Data analysis/visualization practices and principles;
o Extensive analytical toolsets, including advanced understanding of statistics (i.e. time series analysis, cluster analysis, regression analysis, and process controls); critical thinking skills;
o Collecting and analyzing data from multiple sources of varying quality;
o Business analysis practices and principles, to include identifying/documenting business requirements, user acceptance testing, and applying/implementing technology solutions;
o Customer Information Systems in order to leverage automation and system controls;
o Fluent in Structured Query Language (SQL) and familiarity with advanced Excel (or other statistics programs such as Minitab) for data manipulation; comfortable using various data access tools;
o Creating and monitoring performance metric dashboard and key performance indicators.
  • Familiarity with all of, but not limited to, the following:
o Project management practices and principles;
o Related industry, organizational and departmental policies, practices, and procedures; legal guidelines, ordinances, and laws.
  • Effective oral and written communication skills;
  • Ability to:
o Lead, coach, develop, and evaluate staff;
o Identify strategic needs and develop departmental strategic plans and goals;
o Understand the current state of processes and performance in customer services; develop, read and interpret process flow documentation;
o Demonstrate understanding of data and analytical business capabilities and methods, including applications in data science;
o Communicate goals and objectives effectively; convey complicated concepts in a manner that can be easily understood;
o Prepare and deliver related presentations to senior leadership;
o Self-motivate, perform independently, proactively initiate and be highly responsive, flexible, and adaptable when working across multiple teams;
o Think critically to resolve complex process, technology, and intergroup challenges;
o Produce deliverables relating to high-quality analytics and communicating results to a broad audience;
o Understand and quantify touch points that impact customer experience;
o Apply a strong attention to details; time management and organizational skills to work;
o Present a positive, professional, and friendly attitude;
o Develop and maintain a budget;
o Make arithmetic computations using whole numbers, fractions and decimals, rates, ratios and percentages;

o Use Microsoft Office Suite (Visio, Word, Outlook, Excel, PowerPoint etc.) and standard office equipment (computer, telephone, copier, etc.).


Education/ Certification/Years of Experience Requirements:

  • Statistics, Mathematics, or related field of study from an accredited college or university;
  • Minimum of seven (7) years of experience in technology to include:
o Three (3) years of data building and analytics, preferably in a customer relationship management and/or meter to cash analytics
o Three (3) years of formal supervisory/management experience over staff members (preferred requirement) and/or experience in leading efforts and setting direction for projects/teams
  • Prior experience with Oracle Utilities platforms (i.e., Customer Care & Billing (CC&B) and Meter Data Management (MDM) (preferred)
  • Project Management related certification (preferred)
  • Data analytics related certification (preferred)


Working Conditions:

This job is performed in an office work environment and is absent of disagreeable working conditions.

Physical Requirements:

This job consists of speaking, hearing, reading, typing, writing, and detailed inspection. This job requires frequent sitting, occasional standing and walking and may require lifting up to twenty (20) lbs., bending/ stooping, reaching over head.

OUC–The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, gender, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules, and regulations.

EOE M/F/Vets/Disabled

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