• Austin City Skyline
  • VP, Service Quality & Planning

    Headquartered in Austin, Texas, LCRA is a billion-dollar public enterprise that has been electrifying the Texas Hill Country since 1934. We provide electricity and water for more than a million people, protect people from flooding on 600 miles of Texas’s Colorado River, and manage 11,000+ acres of parks. The functions within the Chief Administrative Officer’s team are a critical foundation for all that we do.

    This position serves a key leadership role in successfully delivering CAO services to the business. Reporting directly to the Chief Administrative Officer, this role serves as the principal operational architect, designer, and planner to ensure that 300+ individual services across 22 distinct teams are intelligently designed, cataloged, planned, executed, measured and aligned with customer expectations. The VP, Service Quality & Planning leads a smart and agile team of Program Managers and Business Analysts to accomplish mutlifaceted and sophisticated initiatives.

    This leader is the:
    1. Custodian of the CAO service catalog and a custom-tailor of service level agreements;
    2. Designer of new services and innovations to existing services;
    3. Integrator of cross-departmental work processes, team relationships, and information architectures;
    4. Facilitator of the CAO business planning process, integrator of departmental budgets into a cohesive whole, and provider of budget-to-actual transparency across the CAO organization;
    5. Tech-savvy business leader who advises on the application of innovative technologies to improve business outcomes;
    6. Developer of project charters for all major initiatives, especially those in technology;
    7. Problem solver and leader of high-stakes, cross-functional initiatives;
    8. Presenter and trusted communicator to senior leadership and Board of Directors;
    9. Active listener and source of strategic insights about customer needs; and,
    10. Guardian of service quality and the customer experience.

    What you will do:

    - Provides leadership and direction to staff. Hires, trains, assigns work, evaluates and leads performance, determines compensation of staff in compliance with human resources policies; handles all aspects of staff supervision.
    - Directs and actively manages a high-level resource management plan for the CAO organization, with an initial focus on technology, to ensure that services are delivered reliably, efficiently, effectively, and sustainably while neither burning out the organization nor wasting resources. Principal departments within the CAO organization include Digital Services (enterprise IT and selected mission-critical OT systems), Cybersecurity, Human Resources, Enterprise Operations, Community Resources, and Resilience.
    - For all departments and staff directly reporting to this position, develops strategic and operating plans, goals, objectives, priorities and procedures that are in alignment with the strategic goals and objectives of LCRA.
    - Leads all aspects of the integrated development, planning, management, and execution of the capital and operating budget for the CAO organization, while respecting the independent management of functional owners in each department. Develops and handles multiple departmental budgets, ensuring expenditures are appropriate and within the approved business plan.
    - Compiles and maintains a timely repository (service catalog) of internally delivered services and service quality indicators. Applies customer-driven metrics to track performance and drive continuous improvement of the CAO service portfolio. Collects, analyzes and reports service quality data of CAO services to the LCRA Board and executive management. Leverages internal metrics to identify opportunities for continuous service improvement.
    - Leads cross-functional enterprise initiatives, providing expertise and a broad organizational perspective to ensure consistency of alignment to the company’s mission, goals, culture, core values and future organizational requirements.
    - Applies maturity models and conducts gap analyses to assess program capabilities and set forth roadmaps for continuous improvement and innovation.
    - Develops, reviews, and delivers high-quality reports and presentations to customers, management, Board of Directors and other partners.
    - Develops and maintains internal cooperative relationships with corporate business segment partners that enable and support performance strategies and organizational efficiency.
    - Serves, from time to time, as a personal delegate for the Chief Administrative Officer.

    What qualifications you must have:

    - Fourteen or more years of experience in progressively responsible business and/or technology management, with at least five years a leadership role over project teams, operational departments and/or consulting engagement teams.
    - A degree(s) in business, product design, technology, human computer interaction, information science, engineering, science, or other relevant field may be substituted per LCRA guidelines for certain years of experience.

    What qualifications it would be nice for you to have:

    - Experience in product design, service design, and/or information architecture
    - Experience in developing business plans, especially for new endeavors
    - Experience in startups, consulting firms, operational executive roles, or enterprise sales
    - Experience leading cross-functional project teams to accomplish organizational objectives, especially with respect to enterprise technology implementations
    - Experience in complex stakeholder identification and management, preferably including work with executives and Board Members
    - Technology experience coupled with a desire to move into a business leadership role

    What we offer you:

    - Competitive salary & medical, dental, vision and legal insurance

    - 401(k) match up to 8%

    - Paid time off, sick leave and disability benefits

    - Wellness program including wellness incentive

    - Extensive learning & development program

    And more - all to create a compelling and rewarding work environment.


    Equal Opportunity Employer

    LCRA provides equal employment opportunities and a work environment free of discrimination and harassment.  All employment decisions at LCRA are based on business need, job requirement and individual qualifications, without regard to race, color, religion, gender identity, national origin, age, disability, sexual orientation, genetic information, or veteran status in accordance with applicable federal and state legal requirements governing nondiscrimination in employment.

  • Upcoming Events Upcoming Events