Manager, Customer Experience

Manager, Customer Experience

Functional Title
- Manager, Customer Experience

Reports to
- Deputy Director, Customer Service

Full or Part Time
- Full Time

Regular or Temporary
- Regular

Work Schedule
- Monday to Friday 9:00 a.m. to 6:00 p.m. Additional hours as required.

Position Location
- Laurel

General Summary
- The Manager, Customer Experience leads WSSCWater's customer-experience strategy and ensures that all customer-facing processes, systems, and communications deliver consistent, predictable, and positive outcomes. This role partners with product management and IT to align system functionality with customer needs and collaborates with the communications office to ensure digital and written content is accurate, usable, and consistent across channels. This position plays a key role in supporting the Commission by being responsive to customers, generating revenue, influencing WSSCWater's reputation, and advancing our Smart One Water Mission.

Essential Functions
- Develop and maintain customer journey maps and service blueprints to ensure consistent experiences across all channels. Develop customer-listening programs (VOC, surveys, analytics, complaint trends) to identify experience gaps and improvement opportunities proactively. Oversee end-to-end CX metrics, including effort scores, journey performance, and satisfaction by interaction type. Partner with product management and IT to ensure customer-facing systems (web, C2M, CRM, IVR, self-service tools) support intuitive, efficient customer pathways.

Collaborate with communications to ensure web, knowledge base, and customer communications content is accurate and aligned with process realities. Lead cross-functional governance to ensure process, policy system, and communication updates stay aligned and synchronized. Design and implement a customer experience roadmap aligned with WSSCWater goals, regulatory requirements, and community goals. Lead initiatives to improve billing clarity, service transparency, and ease of doing business with WSSCWater.

Builds excellent working relationships with all WSSCwater customers, including residential and commercial customers, as well as the plumbing and development communities and local government officials. Evaluates the customer service department's business processes, identifies improvement areas, analyzes root causes of business issues, and develops corrective action recommendations. Develop and maintain policies for customer inquiries, complaints, service requests, and communications. Analyze customer data, trends, and feedback to identify root causes and improvement opportunities.

Monitor workforce scheduling functions to ensure service levels, response times, and quality standards are consistently met;
Monitor customer satisfaction metrics and drive improvements across the customer journey. Develop dashboards and reports for customer service leadership, including KPIs, call volumes, complaint trends, and service performance. Supervises customer experience staff, including selecting, or recommending selection, training, assigning, and evaluating work, counseling, disciplining, and/or termination or recommending termination. Monitor all customer service department systems and customer-facing applications and ensure that they operate efficiently and are accessible.

Other Functions
- Manage audits, updates, and maintenance of IOPs, SOPs, workflow, and business design documents to ensure they accurately reflect current business processes and procedures. Prepare documentation, slides, and reports for audits, commission meetings, and community outreach events. Foster a culture of empathy, accountability, and continuous learning. Assist with the development and facilitation of training. Provide coaching and performance management to ensure high-quality service delivery.

Performs other related duties as assigned.

Required Knowledge, Skills, And Abilities
- Demonstrated experience in mapping and improving end-to-end customer processes. Experience partnering with IT/Product teams on system requirements, user experience, or technology-enabled service design. Strong knowledge of CX methodologies, customer-insight tools,…