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 Project Manager, Customer Experience is responsible for managing initiatives focused on improving the programmatic customer experience from concept and design, through development, production, and execution. The Project Manager, Customer Experience is responsible for project management, reporting, budgeting, contract management and required analysis.

Requirements

Bachelor’s degree and 5 years' experience in Customer Experience strategy development and execution, with a strong focus on human-centered design and user experience.
Exemplary project management skills with the ability to set priorities, develop and execute a workplan, balance research, analysis, a stakeholder engagement with pragmatism, and an action-bias.
Strong database, systems, and reporting skills with a focus on accuracy and quality control.
Demonstrated problem-solving ability with a proactive and collaborative style.
Strong quantitative and analytical skills.
Exceptional organizational, time management and planning skills to successfully handle multiple projects simultaneously and meet deadlines in a fast-paced environment.
Perform all job responsibilities with respect, fairness, consistency, and inclusion.
Ability and appetite to learn and assimilate new information and think holistically through complex problems with technical and non-technical components.
Ability to work independently and cross-functionally with other teams.
Track record for building effective partnerships, facilitating consensus-building among multiple stakeholders.
Top-notch presentation and interpersonal skills that resonate with audiences of different backgrounds; the ability to communicate persuasively, concisely and unambiguously in speech and writing
Proficiency in MS Office Suite (Excel, Word, PowerPoint)

Nice To Haves

Master’s degree and 4 years' experience in Customer Experience strategy development and execution, with a strong focus on human-centered design and user experience.

Responsibilities

Manage implementation of team initiatives, monitor initiative performance, and provide recommendations grounded in analysis and market feedback to optimize interventions for greater impact.
Negotiate contracts and manage relationships with vendors to ensure NYSERDA's interests are promoted and protected in support of the above, and in accordance with NYSERDA and New York State Procurement Policies.
Oversee vendor contracts for NYSERDA call centers, including performance in accordance with Service Level Agreement (SLAs) commitments and budgets.
Manage escalations and resolve call center complaints, evaluate call trends, and identify opportunities to improve the customer experience.
Evaluate opportunities to further consolidate and streamline call center services.
Support development of, and implement, a NYSERDA customer relationship management (CRM) strategy, including establishing rules applied across Salesforce focused on how customer data is collected, managed, and maintained.
Develop an approach to fielding customer inquiries, identifying leads, and documenting and resolving complaints received via public-facing platforms.
Lead or significantly contribute to the user experience strategy for NYSERDA’s customer platform(s).
Refine & maintain standard NYSERDA definitions for customers and contractors to ensure consistency of language used across public-facing platforms, project management platforms, and other materials (such as contracts, solicitations, and other documents).
Contribute and encourage a team culture of openness and collaboration.
Represent NYSERDA at meetings and events with external stakeholders
Perform other tasks as assigned.