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Operations Manager
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| Under the direction of the General Manager, the Operations Manager manages the operations sector of the Authority. Problems encountered range from routine to complex in nature. Attention to detail and frequent contact with the public, elected and appointed officials and WCSA employees are required. Advanced communication and interpersonal skills are needed. The person in this position must be able to assist the public, officials, WCSA employees and WCSA stakeholders with accuracy, good judgment and professional poise. |
Requirements
The Washington County Service Authority (WCSA) is the third largest water and wastewater utility in Southwest Virginia, serving almost 50,000 residents (20,500 connections) across a 300 square mile area of two states (Virginia and Tennessee) and three rural counties – Washington and Smyth County of Virginia and Johnson County of Tennessee –with just over 60 employees. The WCSA operates and maintains two water filtration plants, one spring, one well, one wastewater treatment plant, and extensive water distribution and sewer collection systems.
The WCSA’s humble start dates back more than 100 years when the Abingdon Water Authority was established. WCSA was originally chartered in 1953 as the Goodson-Kinderhook Water Authority. A large portion of WCSA’s distribution system was established in the 1930s through President Franklin D. Roosevelt’s Works’ Progress Administration. WCSA was officially formed in 1976 through the consolidation of the Goodson Kinderhook Water Authority, the Washington County Sanitary District #1 and Manhaim Water Company. Today, WCSA serves almost 90% of the residents of Washington County with drinking water.
One difficulty with serving a rural community is the distance water must travel to reach each customer. WCSA’s distribution system covers approximately 300 square miles with 900 miles of pipeline. WCSA currently has more than 20,500 customers, and therefore, must maintain almost 240 feet of pipeline per customer. Furthermore, a majority of the pipeline in WCSA’s system was installed in piecemeal fashion, with inadequate planning or design for future growth. Thus, we have a system with pipe sizes ranging from ½” to 20” in diameter and pipe materials of galvanized steel, cast iron, ductile iron, asbestos cement, PVC and stainless steel. Another challenge in serving customers of a mountainous region is the elevation changes encountered within the service area. Washington County’s lowest elevation point is 1,698 feet above sea level and its highest is 5,520 feet above sea level - a vertical range of 3,822 feet. Within the water system itself, the elevation change from the lowest to highest point is 1,147 feet, which translates to 493 psi. The distribution system has 28 water pumping stations and 40 pressure zones. The resulting maximum normal operating system pressure is 250 psi with an average of 95psi.
The WCSA-owned source capacity is 6.11 MGD. WCSA operates one membrane filtration plant, one conventional surface water treatment plant, one spring and one well. Additionally, WCSA purchases water from two different municipalities. In total, WCSA’s average distribution of water is approximately 7 million gallons per day.
In the past two decades, the WCSA also focused its energy on the provision of public sewer service to Washington County residents. Unlike the formation of WCSA through consolidation, WCSA has managed to construct its own 630,000 gallon per day conventional treatment facility in eastern Washington County and has secured two treatment agreements—one with the City of Bristol, Virginia in the western portion of Washington County and one with the Town of Abingdon in the central part of Washington County—which combined provide for treatment of 2,202,000 gallons per day.
WCSA has an annual operating budget of about $12 million and a six year, $100 million capital improvements plan.
Today, the WCSA has assumed other responsibilities, including the promulgation and enforcement of a fire suppression system for a Washington County Industrial Park. The WCSA continues with its mission of providing safe and dependable drinking water, along with returning clean water to the environment, all in a financially responsible manner.
The Organizational Structure:
With the vision of becoming a top-notch provider of water and wastewater services, the WCSA is organized in a manner that focuses on customer service, engineering expertise and sound financial management. The WCSA’s oversight is provided by a board of seven commissioners who are appointed by the respective Washington County Board of Supervisors. The Commissioners are responsible for the hiring of the General Manager, the person who is charged with the daily management of the Authority as an organization. This position has a senior leadership team that reports directly to it and is responsible for leading the activities of all operating and staff areas.
Specific Responsibilities
Under the direction of the General Manager, the Operations Manager manages the operations sector of the Authority. Problems encountered range from routine to complex in nature. Attention to detail and frequent contact with the public, elected and appointed officials and WCSA employees are required. Advanced communication and interpersonal skills are needed. The person in this position must be able to assist the public, officials, WCSA employees and WCSA stakeholders with accuracy, good judgment and professional poise.
While the position is a supervisory position between the General Manager and Operations sector’s Managers, the Operations Manager’s primary focus is that of providing technical assistance, budgetary and human resources-related assistance on an “as needed” basis and the efficient and effective operation of these departments.
As required, the Operations Manager shall participate in any or all aspects of water and wastewater-related treatment, distribution and collection projects.
Duties and Responsibilities:
The tasks listed below are those that represent the majority of the time spent by the Operations Manager. Additional tasks related to the type of work of the position may be assigned as necessary:
Supervises the Operations Department Heads, including the: Production Manager, Technical (Distribution) Manager, Meter Manager, Maintenance Manager and Wastewater Manager.
Serves as primary contact for the Operations Department Managers, regarding all technical, human resources and budgetary needs.
Provides technical assistance to the Operations Sector.
Prepares departmental budgets, including both capital and reoccurring expenses, for the Operations Departments.
Provides human resource assistance to the Operations Sector.
Assists in the ongoing consideration of the Authority’s Capital Improvements Plan.
Helps with the development and implementation of a safety program for the Operations Sector.
Assists in the review of engineering plans, specifications and estimates for construction projects.
Promotes and assists in excellent communication among the Administrative and Operations Sector Managers.
Is responsible for assisting Operations Department Managers in achieving regulatory compliance and optimal performance.
Performs routine to complex engineering tasks, including but not limited to: data analysis, troubleshooting treatment and conveyance problems, alternative development and evaluation, efficacy research of current trends and new processes as they may apply to Authority activities.
Attends training opportunities, meetings, seminars and/or workshops to enhance job knowledge and skills.
Answers customer complaints with respect to water quality and quantity issues.
Is a member of the executive management team, with a focus on strategic planning and tactics for accomplishing desired outcomes.
Routine contacts may include, but not be limited to local government officials, such as: the County Administrator, County Attorney, County Planner, County Board of Supervisors and WCSA Board of Commissioners; developers for industrial, commercial and residential properties; local, state and federal regulators, including: the County Building Official, Army Corps of Engineers, Tennessee Valley Authority, Virginia Department of Environmental Quality, Virginia Department of Health – Office of Drinking Water and Virginia Department of Health – District Medical Director, Virginia Department of Conservation, Virginia Department of Game and Inland Fisheries and U.S. Fish and Wildlife Service; physicians and dentists, engineering consultants hired by private developers, engineer consultants working or seeking to work for the Washington County Service Authority, attorneys working for WCSA, and other professional service providers working or seeking to work for WCSA, including: financial consultants, architects, attorneys and officials representing other utilities.
Performs other duties as assigned.
Job Shift:
Flexible but generally Monday through Friday, 7:00 AM until 3:30 PM.
Must be able to work overtime at the last minute.
Appearance and Personality:
Dress ranges from day-to-day business casual, to field appropriate attire, to business formal for special meetings, occasions and events.
Personality is positive, enthusiastic and diverse, with a keen sense of hearing and communication.
Knowledge, Skills, and Abilities:
Thorough knowledge of water and wastewater systems including, but not limited to: their construction, operation, maintenance and replacement.
Thorough knowledge of environmental and public health laws and regulations, which govern the operation of the Authority.
Thorough knowledge of business English, spelling and punctuation, mathematics and physical sciences.
Ability to think logically and creatively.
Ability to develop cost-effective and reliable solutions to complex problems, which have significant operational and/or public health consequences.
Ability to communicate on many different levels, depending upon the audience.
Ability to effectively communicate in a public forum, either from prepared notes or extemporaneously.
Ability to analyze business processes and establish efficient/alternate paths to gain the desired result.
Thorough knowledge of current office equipment, practices, and procedures, including quick adaptability to computer hardware and software changes.
Ability to acquire rapport and establish relationships with other WCSA Departments and the personnel in those Departments.
Computer proficiency using Microsoft Word, Excel and PowerPoint (required), as well as Microsoft Visio and Access (preferred).
Computer proficiency using ArcGIS (preferred) and experience with AutoCAD systems; experience with hydraulic modeling software is advantageous.
Good verbal communication skills and an ability to deal tactfully and courteously with the public, elected and appointed officials.
Drug-free and fully compliant with the Authority’s Drug and Alcohol Policy.
Application of proven engineering methods in solving problems of a technical nature, while exercising an acceptable standard of care.
Required Credentials and Experience:
• The position requires a High School Diploma or equivalent and a valid driver’s license (required).
• This position also requires a BA/BS in Civil Engineering, Environmental Engineering or a closely related field
OR
A minimum of 10 years of governmental or private utility experience, including 5 years documented experience in water production, distribution and/or maintenance management and 1 year of progressive experience in personnel management at a utility of similar size and scope.
• Willingness to undergo training and certification programs, as required by the General Manager.
• The ability to supervise the work of senior management level employees in professional and technical fields.
• Demonstrates skill in multi-year, strategic planning and management.
• Ability to communicate persuasively orally and in writing, and to serve effectively as advocate for the needs of the company before stakeholders including ratepayers and employees.
• Ability to develop and implement long-term plans and programs and to evaluate work accomplishments.
• Demonstrates ability to establish and maintain cooperative working relationships with officials, employees, and the general public.
• Ability to analyze facts and exercise sound judgment in arriving at conclusions; good professional judgment, tact, courtesy, and integrity.
Required Credentials and Experience
• The position requires a High School Diploma or equivalent and a valid driver’s license (required).
• This position also requires a BA/BS in Civil Engineering, Environmental Engineering or a closely related field
OR
A minimum of 10 years of governmental or private utility experience, including 5 years documented experience in water production, distribution and/or maintenance management and 1 year of progressive experience in personnel management at a utility of similar size and scope.
• Willingness to undergo training and certification programs, as required by the General Manager.
• The ability to supervise the work of senior management level employees in professional and technical fields.
• Demonstrates skill in multi-year, strategic planning and management.
• Ability to communicate persuasively orally and in writing, and to serve effectively as advocate for the needs of the company before stakeholders including ratepayers and employees.
• Ability to develop and implement long-term plans and programs and to evaluate work accomplishments.
• Demonstrates ability to establish and maintain cooperative working relationships with officials, employees, and the general public.
• Ability to analyze facts and exercise sound judgment in arriving at conclusions; good professional judgment, tact, courtesy, and integrity.
Preferred Credentials and Experience:
Direct experience with customer service and capital improvement programs, continuous improvement programs, as well as experience with various types of water and wastewater treatment employed by WCSA.
A Professional Engineer (P.E.) is desired, but non-engineers with an understanding of water/wastewater systems and outstanding management skills may apply.
Local government experience is essential.
The ideal candidate is: a confident, hands-on, creative leader and change agent who is adaptable, flexible, comfortable in a large, fast-paced, very diverse public organization, experienced in cultural transformation, results-oriented, able to multi-task, committed to serving the community, able to inspire and motivate others, energetic, self-confident, open and forthcoming, a self-starter; politically astute and comfortable interacting with a variety of individuals (both internally and externally).
The Operations Manger’s experience should include at least ten years at a Department Head or senior level leadership position and at least five years in utility administration. The position requires skill and experience in working with elected officials and the general public, as well as direct experience with personnel management and customer relations.
We will focus on the following priorities as we assess candidate competencies for this key assignment:
Functional & Subject Matter Know-How- Our successful candidate will need to possess or have access to a broad range of technical knowledge and expertise including, but not limited to: construction management, contract administration, facilities management, customer service, long-range facilities planning, financial operations and/or administrative oversight.
Operational Excellence – Setting Standards & Getting Results: Our successful candidate will have an impressive record of leading significant improvement in complex organizations with a demanding customer base that involves:
Capital-intensive structure.
Large-scale daily operations with direct customer interface and expectations.
An organization with associated workforce, expertise, equipment, and facility requirements and issues.
An unwavering focus on quality.
Significant government oversight.
The candidate will achieve this operational excellence through a broad, but intense, focus on service, quality, cost, and schedule. The Operations Manager will demonstrate a highly- empowered approach to gaining the abovementioned performance improvement across the organization.
Managing Direct Reports- Given the complexity of the role and the scale of the area of responsibility, the Operations Manager will need to have strong capabilities in managing a large and diverse workforce. The successful candidate will have demonstrated in previous positions the ability to lead and drive significant, measurable organizational improvement. Additionally, the candidate will have built and sustained management teams with high-level delivery.
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