Program Manager - Utility Customer Information System - Environmental Services Department - (2201443)

  • City of San Jose
  • San Jose, CA, USA
  • Aug 29, 2022
Full-time CRM Data Analysis Data Management Data Reporting Database Administration Program Management

Job Description

About the Department 

The Environmental Services Department (ESD) ( is a national leader in pollution prevention, watershed protection, utility service provision, and climate action. Together, ESD employees positively impact every resident and business in San Jose.   

Our department is an exceptional place to start or grow your career. We have a supportive leadership team, numerous professional growth opportunities, and an inclusive workplace culture that is welcoming of your talents! We offer an array of meaningful career paths and value flexibility – offering hybrid work and alternative work schedules in select roles. Additionally, the City offers excellent health and pension benefits, as well as 15 paid holidays!  

To learn more about ESD, follow @sjenvironment on Twitter, Facebook, and Instagram or San Jose Environmental Services on LinkedIn.

Positions & Duties

This position is in the Administrative Services Division, reports directly to the Administrative Services Division Manager, and is responsible for management and oversight of ESD’s Utilities Customer Information System (CIS). The CIS is shared by multiple departments and provides data and billing information for ESD’s utility programs, including Garbage and Recycling, Municipal Water, Storm and Sanitary Sewer services, bills approximately $400 million per year, and provides customer service data for field operations and service contract management.  This position is based out of San José City Hall and has the option to work a hybrid schedule. This position supervises a team of eight staff. 

This position requires an individual with strong leadership and computer application skills. The CIS Program Manager has considerable contact with staff in other ESD Divisions and the Finance and Information Technology Departments. The ideal candidate possesses excellent communication and interpersonal skills, takes initiative, and demonstrates strong decision-making skills and a commitment to customer service. The ideal candidate will also have experience working with Customer Relationship Management (CRM) software, and experience effectively working in cross-functional/cross-departmental teams. 

Typical responsibilities include:

  • Manage, direct, and motivate staff; develop and grow technical and soft skills.
  • Work collaboratively with business partners to align efforts to ensure accurate customer data. Perform recurring audits of customer data and work with staff to correct discrepancies and improve systems.   
  • Provide and interpret data reports to a variety of stakeholders and adeptly deliver information in a way that inspires action.
  • Implement process improvements in data management, including working with applicable vendors on any patches or system upgrades.   
  • Monitor section budget; review and approve expenditures.
  • Manage escalated customer service matters.  


Minimum Qualifications

  1. Education: Bachelor’s Degree in Public Administration, Business Administration, Environmental Studies, or a closely related field.
  2. Experience: Five years of directly related experience, including two years of supervisory experience.
  3. Licenses or Certificates: None. 

Employment Eligibility:  Federal law requires all employees to provide verification of their eligibility to work in this country. Please be informed that the City of San Jose will NOT sponsor, represent or sign any documents related to visa applications/transfers for H1-B or any other type of visa which requires an employer application.  

If you have questions about the duties of these positions, the selection or hiring processes, please contact Katherine Estrada at  

Additional Information 

How to Apply

The requisition # for this job posting is 2201443. To view the full job announcement and apply for this position, please go to:


The application deadline is 11:59 PM on Monday, September 12.  Please allow adequate time to complete the application and submit before the deadline or the system may not save your application.  If your online application was successfully submitted, you will receive an automatic confirmation email to the email address you provided.  IF YOU DO NOT RECEIVE THE CONFIRMATION, please email and we will research the status of your application. 

Please contact Human Resources at (408) 535-1285, or if you have any questions. 


Program Manager - Utility Customer Information System - Environmental Services Department - (2201443)

Job ID: 2201443

Salary Range: $116,691.12 - $151,700.64 Annually

Application Deadline: September 12, 2022

Job ID



$116,691.12 - $151,700.64 Annually