(MDIL)-Critical Operations Liaison

Job Information

General Responsibilities:

The Critical Operations Liaison serves as the vital link between the utility’s internal departments and "Critical Customers," including medical facilities, industrial plants, beverage/dairy wholesalers, and consecutive water systems. This role combines high-level administrative support, contract management, and technical emergency preparedness to ensure water reliability, quality, and resilience for Central Alabama Water’s most critical customers

Essential Job Functions:

• Act as the primary point of contact for Critical Customers, ensuring seamless service delivery and high satisfaction.
• Manage comprehensive contract lifecycles, ensuring all agreements are current, legally filed, and adhered to.
• Develop and maintain partnerships with diverse organizations to strengthen the community’s ability to prevent and recover from disasters.
• Interface with Planning and Zoning, the Chamber of Commerce, and the Local Emergency Planning Committee (LEPC) to further the business and economic growth of Central Alabama.
• Manage departmental procurement and budget assistance, including purchase requisitions and supply management.
• Build and evaluate emergency preparedness plans for all Critical Customers to mitigate impact to the public.
• Manage the deployment and activation of emergency water connections during crisis events.
• Facilitate mutual aid, training simulations, and recovery resources following emergencies.
• Communicate real-time risks between the utility and stakeholders during active emergencies.
• Support and coordinate specific water quality goals for all Critical Customers.
• Maintain audit calculations, charts, and graphs to track water usage, revenue impact, and expansion status.
• Ensure all records are handled in strict accordance with HIPAA and federal confidentiality laws.
• Provide technical support for the monitoring of equipment used for all Critical Customers’ usage.
• Champion and embody the core values of the Reliability division: Ownership, Reliability, Authenticity, and Future Thinking.
• Perform other duties as assigned.

Essential Job Functions Con't

Essential Job Functions Con't

Education:

Bachelor’s Degree in Business Administration, Engineering, Mathematics, Chemistry, Biology, or a related field (or equivalent experience).

Certifications

Experience:

• Experience: Minimum of eight (8) years of customer relations experience required.
• Knowledge: Strong background in Central Alabama Waters operations, distribution system components, and contract administration.
• Software: Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and SAP/ERP utility software.

Supervision:

None

Physical Demands:

• Ability to stand, walk or sit for extended periods of time
• Reaching by extending hand(s) or arm(s) in any direction
• Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard
• Communication skills using the spoken word
• Ability to see within normal parameters
• Ability to hear within normal range
• Ability to move about

Working Environment:

• Normal office environment
• Ability to work near moving mechanical parts
• Occasional work outside, exposed to extreme cold/hot and or wet weather conditions.
• Must be able to enter Confined Spaces (Large Meter Vaults).
• On-call 24 hours, seven (7) days a week