Manager, Customer Engagement

Position Summary

The Manager, Customer Engagement is responsible for all functions related to public outreach. This role oversees strategic communication efforts supporting gas and water infrastructure replacement projects, Lead and Copper Rule Revisions (LCRR), Lead and Copper Rule Improvements (LCRI), and other operational initiatives affecting customers and stakeholders. This position is responsible for developing and implementing proactive communication strategies that enhance customer understanding, confidence, and satisfaction while ensuring compliance with all applicable communication and notification requirements.

About the Role

This position leads the Customer Experience Training Program and collaborates cross-functionally with operational and administrative divisions to support consistent, timely, and effective customer communication.

Responsibilities

• Develop and execute strategies that support the vision to identify and implement processes, procedures, and new technologies that improve the District’s level of customer satisfaction.
• Oversee, coordinate, create, and distribute organizational compliance communications and implementation activities related to the Lead and Copper Rule Revisions, and ensure timely execution of required actions, documentation, public notifications, and cross-departmental coordination to maintain regulatory compliance.
• Ensure customer experience best practices across the stakeholder groups. Track journey performance and identify opportunities for improvement. Provide effective and ongoing delivery of relevant content to all audiences related to customer experience.
• Manage and mentor a team of professionals capable of driving transformational change for the organization and keeping abreast of the evolving customer needs.
• Establish metrics for defining the District’s relationship with customers and define target and Key Performance Indicators (KPI) for the organization.
• Optimize information sharing between Customer Engagement and operational divisions to identify gaps in customer understanding in order to implement public and internal education and communication initiatives.
• Provide advanced communications to support customer needs related to District projects, including but not limited to, infrastructure replacement, unplanned and planned outages, and regulatory required communications.
• Provide leadership and strategic direction for community outreach initiatives supporting lead service line replacement and infrastructure replacement programs to enhance public awareness, customer understanding, and community engagement.
• Possess a positive impact on customer engagement through measurement of customer satisfaction and analysis of all District touchpoints utilizing technology such as surveys, QR codes, and digital message boards.
• Engage community and civic groups through presentations, events, and virtual meetings.
• Define and implement processes and procedures employees use to effectively utilize proactive communication with customers, civic entities, and others that may be impacted by gas and water construction work.
• Establish relationships, policies, and methodologies to better serve our customers at each touchpoint by driving ongoing communication and process improvement efforts.
• Collaborate with customers, employees, and leaders through frequent interaction and strategically interact with a diverse customer base.
• Foster close working relationships at all levels, functions, and locations to build support and consistent action with internal and external customers.
• Be a point of escalation for customer issues, investigate and resolve.
• Design, implement, and supervise projects by keeping status information current on the District’s website, including customer correspondence for all District staff including senior management.
• Champion the company-wide culture of a customer-focused experience.
• Develop talent: coach and mentor employees; support employee growth and development through leadership opportunities and professional development.
• Provide employees feedback through completion of performance appraisals and regular employee one-on-one meetings.
• Manage employee unacceptable behavior, poor work performance or policy violations, including the use of discipline when appropriate.
• Maintain financial oversight of budget or work with financial responsibility in mind.
• Plan for attrition through awareness of separation risks, cross-training, employee development, and succession planning.

Qualifications

• Required - Bachelor's Degree in Business, Communications, Marketing, or a related field.
• Required - Minimum of 5 years of experience resolving escalated customer issues.
• Required - Minimum of 5 years of working knowledge of District field operations, including Engineering, Construction, Water Operations, or Gas Operations.
• Candidates with related construction, engineering, water operations, or gas operations experience may be considered in lieu of District field operations experience.
• Required - Demonstrated experience successfully directing the work of others and the ability to lead, coach, and change behaviors.

Skills and Abilities

• Ability to work independently, exercise sound judgment, and effectively resolve customer issues in a professional and courteous manner.
• Ability to work directly with diverse customers in a variety of situations and environments, including availability for after-hours or on-call response duties as required.
• Excellent written, verbal, and public presentation communication skills, with the ability to communicate professionally and effectively with internal and external stakeholders in a variety of situations, regardless of provocation.
• Proficiency in computer software such as Microsoft Word, Excel, PowerPoint, and knowledge of enterprise software.
• Ability to learn new or upgraded computer software as required.
• Organizational, planning, and time management skills with the ability to manage multiple and changing priorities.
• Demonstrated ability to collaborate with other divisions.

Knowledge

• Knowledge of District policies and procedures.
• Understanding of customer needs and expectations.
• Experience with customer service and communication strategies.
• Ability to manage and mentor a team.