Assistant Project Manager, Customer Experience

New York State Energy Research•New York, NY

About The Position

As a leader in advancing New York’s energy transition, the New York State Energy Research and Development Authority (NYSERDA) is a credible, objective and trusted partner in energy planning and in deploying new innovative technologies to build an affordable, abundant, reliable, and clean energy system. NYSERDA works with stakeholders statewide, including residents, business owners, developers, community leaders, local government officials, universities, utilities, investors, entrepreneurs, and more, to develop, invest, and foster conditions that: Attract the private sector capital investment needed to expand New York’s clean energy economy. Advance solutions for using clean energy at a large-scale in New York. Enable New York’s communities and residents to benefit equitably in the clean energy transition. JOB OVERVIEW The Assistant Project Manager, Customer Experience has a supportive role in planning, developing, and managing initiatives focused on improving the programmatic customer experience. The Assistant Project Manager, Customer Experience supports the Project Manager, Customer Experience with project management, reporting, budgeting, contract management and required analysis.

Requirements

Bachelor’s degree and 3 years’ experience in project management, business/program operations, customer experience/service delivery, and/or related responsibilities.
Strong project management and organizational skills with the ability to set priorities and execute on a workplan in a fast-paced environment.
Problem-solving abilities with a proactive and collaborative style
Strong computer skills (Word, Excel, PowerPoint, etc.). Ability to run analysis using pivot tables in Excel. Familiarity and experience working in project management and databases.
Ability to support data analysis and reporting within a customer experience or service delivery context.
Perform all job responsibilities with respect, fairness, consistency, and inclusion.
Strong interpersonal, written, and verbal communication skills, ability to write professional and concise emails.
Well organized, able to work independently, excellent attention to detail, and strong critical thinking skills.

Nice To Haves

Master’s degree and 1 years' relevant experience in project management, business/program operations, customer experience/service delivery, and/or related responsibilities.

Responsibilities

Maintain NYSERDA’s call center documentation, including Interactive Voice Response (IVR) call flows, program call scripts and contact information, and standard operating procedures.
Collect, review, and analyze call center records to identify trends, flag anomalies and inefficiencies, while focusing on improving the customer experience.
Contribute to the NYSERDA program customer relationship management (CRM) strategy by developing and maintaining comprehensive documentation.
Assist with identifying barriers and opportunities to improving the customer experience through analysis, research, and industry engagement.
Monitor performance of call center and CRM initiatives through development of reports and dashboards in Salesforce.
Coordinate the development and maintenance of guidance documents such as operating plans, user guides, and other materials.
Aid in the implementation of team unit initiatives and provide recommendations supported by well-documented assumptions.
Contribute to a team culture of openness and collaboration.
Facilitate the project contracting and solicitation processes, as needed.
Assist the Project Manager, Customer Experience at meetings and events with external stakeholders.
Perform other responsibilities as assigned.