Senior Customer Experience Manager

Housing Opportunity Com•Silver Spring, MD

1d•$83,429 - $139,975

About The Position

This is a senior-level professional management position providing public information and communications, customer service, project management, data, and analytics support to the Office of Public Affairs & Communications (PAC). The incumbent works with the PAC division to manage the strategic design, implementation, and optimization of customer experience programs, cross-functional initiatives, processes, tools, and systems that support a high-quality customer experience for the Housing Opportunities Commission (HOC). The role tracks customer service metrics through collecting and analyzing external customer data and feedback, and conducts research and analysis to make recommendations to leadership. It requires extensive knowledge of strategic communications, customer service, and project management, and directly supervises the Call Center Manager and Call Center staff.

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 evaluations and management studies, and analyzing complex policy issues with public impact.
Ability to work independently and use 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.
Knowledge of Microsoft Word, Excel, and PowerPoint.
Excellent oral and written communication skills, including the ability to speak in public.
Ability to interact with people of varied backgrounds.

Nice To Haves

Experience in the affordable housing industry.
An advanced degree.
Knowledge of and skill in using 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.

Responsibilities

Coordinate project management for PAC, including developing and tracking monthly work-plan activities, key performance indicators, and customer experience projects.
Coordinate and implement operational initiatives deemed essential for customer quality by the Vice President 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 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 stakeholders to review or implement policies and initiatives that enhance customer experience.
Work with department management and agency staff to exchange information, develop initiatives, and resolve problems concerning HOC programs with community impact.
Collect and analyze external customer data and feedback, track customer service metrics, and make research-based recommendations to leadership.
Directly supervise the Call Center Manager and Call Center staff.