Senior Customer Experience Manager

Housing Opportunity Com•Silver Spring, MD

10h

About The Position

This senior-level professional management position provides public information and communications, customer service, project management, data, and analytics support to the Office of Public Affairs & Communications (PAC). The incumbent works with PAC to strategically design, implement, and optimize customer experience programs, cross-functional initiatives, processes, tools, and systems that support a high-quality customer experience for the Housing Opportunities Commission. The role tracks customer service metrics by collecting and analyzing external customer data and feedback, conducting research, and making recommendations to leadership. The position requires extensive knowledge of strategic communications, customer service, and project management. It directly supervises the Call Center Manager and Call Center staff. The role also coordinates PAC projects and operational initiatives, develops customer experience strategies and Call Center resources, and collaborates with agency departments, County Police, and other stakeholders to improve services and address issues affecting HOC programs and the community.

Requirements

At least four years of customer service experience.
At least two years of supervisory experience.
Bachelor’s degree from an accredited college or university in Public Relations, Journalism, or Marketing.
Knowledge of the principles and techniques of planning, formulating, analyzing, and implementing management and programmatic policies and strategies.
Skill in negotiating agreements, defending positions, and presenting information to public- and private-sector leaders.
Skill in conducting or directing program evaluation and management studies and analyzing complex policy issues with public impact.
Ability to work independently and exercise tact and judgment when dealing with community groups.
Ability to promote and maintain good working relationships with management, staff, and representatives of public and private organizations.
Excellent oral and written communication skills, including the ability to speak in public.
Ability to interact with people of varied backgrounds.
Knowledge of Microsoft Word, Excel, and PowerPoint.

Nice To Haves

Affordable housing industry experience.
Advanced degree.
Knowledge and skill working with project management software, such as Trello, Asana, or Monday.com.
Knowledge of housing program regulations, legislative and industry issues, community concerns, and county laws.
Knowledge of desktop publishing.
Knowledge of Microsoft Word, Excel, and PowerPoint is listed as a qualification; desktop publishing is identified as a plus.

Responsibilities

Coordinate project management for PAC work, including developing and tracking monthly work plans, key performance indicators, and customer experience projects.
Coordinate and implement operational initiatives deemed essential for customer quality by the VP of Public Affairs or President.
Develop HOC’s customer experience strategy and manage or oversee cross-functional initiatives that enhance customer service.
Develop Call Center standard operating procedures, training, and other resources to support continued improvement in HOC’s customer experience rating.
Ensure processes, tools, and systems are developed and maintained to support PAC and HOC customer service.
Identify and analyze problems or issues associated with HOC housing programs and services, develop recommendations, and communicate issues and concerns to division leads.
Work with the County Police Department and other selected stakeholders to review and implement policies and initiatives that enhance customer experience.
Work with department management and agency staff to exchange information, develop initiatives, and resolve problems associated with HOC programs that have community impact.
Collect and analyze external customer data and feedback and track customer service metrics.
Directly supervise the Call Center Manager and Call Center staff.