Manager, Customer Engagement

Position Summary

The Manager, Customer Engagement is responsible for all functions related to public outreach, overseeing 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 role develops and implements proactive communication strategies that enhance customer understanding, confidence, and satisfaction while ensuring compliance with all applicable communication and notification requirements.

The Manager, Customer Engagement also leads the Customer Experience Training Program and collaborates cross‑functionally with operational and administrative divisions to support consistent, timely, and effective customer communication.

Required – Bachelor’s Degree in Business, Communications, Marketing, or a related field.

• Minimum 5 years of experience resolving escalated customer issues.
• Minimum 5 years of working knowledge of District field operations (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.
• Demonstrated experience successfully directing the work of others and the ability to lead, coach, and change behaviors.

• Valid driver’s license (required upon hire).
• Pre‑employment background check & drug screen (required upon hire).

• Ability to work independently, exercise sound judgment, and effectively resolve customer issues in a professional and courteous manner (Intermediate proficiency).
• 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 (Intermediate proficiency).
• 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 (Intermediate proficiency).
• Proficiency in Microsoft Word, Excel, PowerPoint, and enterprise software (Intermediate proficiency).
• Ability to learn new or upgraded computer software as required (Intermediate proficiency).
• Organizational, planning and time‑management skills with the ability to manage multiple and changing priorities (Advanced proficiency).
• Demonstrated ability to collaborate with other divisions (Intermediate proficiency).

• 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, ensuring timely execution of required actions, documentation, public notifications, and cross‑departmental coordination to maintain regulatory compliance.
• Ensure customer experience best practices across 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 keep abreast of evolving customer needs.
• Establish metrics for defining the District’s relationship with customers and define targets and Key Performance Indicators (KPI) for the organization.
• Optimize information sharing between Customer Engagement and operational divisions to identify gaps in customer understanding and 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.
• Lead strategic direction for community outreach…