CUSTOMER EXPERIENCE MANAGER

About The Role

The Customer Experience Manager provides strategic leadership for the Town's customer experience initiatives by developing, implementing, and continuously improving customer service programs that enhance the experience of both internal and external customers. This position is responsible for advancing a customer-centric culture that strengthens resident satisfaction, community trust, and organizational effectiveness through collaboration, innovation, training, technology, and continuous improvement.

This position leads Town-wide customer experience strategies, service delivery initiatives, customer engagement programs, employee training efforts, and organizational improvement projects. This position serves as the Town's subject matter expert on customer experience and works collaboratively with leadership across all departments to improve operational efficiency, service quality, and resident engagement.

Work requires significant independent judgment, strategic planning, project management, leadership, and organizational influence. Work is performed under the general supervision of the Director of Experience & Engagement.

• Provide strategic leadership for the Town's customer experience vision, goals, service standards, and organizational initiatives
• Develop, implement, and evaluate customer service strategies, policies, procedures, performance measures, and service standards across all Town departments
• Lead the administration and continuous improvement of Town-wide customer experience programs, customer relationship management systems, service request platforms, customer feedback programs, and employee training initiatives
• Establish key performance indicators, analyze organizational performance data, monitor customer service trends, and recommend continuous improvement strategies
• Partner with Town leadership and departments to identify service delivery challenges and implement solutions that improve customer satisfaction and operational effectiveness
• Facilitate cross-departmental collaboration to ensure seamless service delivery and consistent communication practices
• Serve as the Town's lead advisor on customer experience strategy, emerging technologies, industry best practices, and organizational culture initiatives
• Plan, assign, supervise, and evaluate the work of assigned Customer Experience staff
• Establish performance expectations and conduct employee evaluations while promoting accountability and employee engagement
• Monitor employee workloads and service levels to ensure timely responses to customer inquiries and service requests
• Foster a collaborative, customer-focused culture emphasizing service excellence, innovation, accountability, and teamwork
• Develop, recommend, and implement customer service policies, procedures, standards, and guidelines that promote consistent service delivery
• Conduct periodic reviews of customer service programs and implement improvements aligned with organizational objectives
• Evaluate emerging trends, technologies, and industry best practices to enhance service delivery and organizational effectiveness
• Lead organizational initiatives that promote a culture of continuous improvement and service excellence
• Oversee the administration, optimization, and expansion of customer relationship management (CRM), customer engagement, ticketing, and communication platforms
• Evaluate technology solutions and recommend system enhancements that improve efficiency, transparency, reporting capabilities, and customer satisfaction
• Support implementation of new technologies and organizational initiatives that improve customer service operations
• Facilitate cross-functional teams and organizational improvement projects to enhance service delivery and operational performance
• Prepare and present customer experience reports, performance metrics, strategic recommendations, and program updates to Town leadership and elected officials
• Assist in the development and administration of departmental budgets related to customer experience programs, technology systems, training initiatives, and community engagement efforts
• Monitor expenditures and recommend resource allocations to support strategic priorities and operational effectiveness
• Lead complex cross-departmental projects related to customer service improvements, technology implementation, organizational development, and process improvement
• Establish project goals, timelines, deliverables, performance measures, and project teams to ensure successful outcomes
• Perform other related duties as assigned

Qualifications

• Minimum Education And Experience: Bachelor's degree in Public Administration, Business Administration, Communications, Organizational Leadership, Hospitality Management, Human Resources, or a closely related field. Five (5) or more years of progressively responsible experience in customer experience, customer service management, public administration, organizational development, community engagement, hospitality management, or a related field. Experience supervising staff, managing projects, and leading organizational initiatives OR An equivalent combination of education and experience.
• Preferred Qualifications: Experience in local government or public sector administration. Experience implementing and managing customer relationship management (CRM) systems, customer service platforms, or engagement technologies. Experience developing and delivering employee training and organizational development programs. Experience with strategic planning, change management, performance measurement, and continuous improvement initiatives. Bilingual communication skills preferred.