Senior Customer Experience Manager

Senior Customer Experience Manager

The Housing Opportunities Commission of Montgomery County (HOC) was established in 1974 to better respond to the County's need for affordable housing. HOC is authorized to acquire, own, lease, and operate housing; to provide for the construction or renovation of housing; obtain financial assistance from any public or private source to assist its housing activities; and arrange for social services, resident services, and daycare.

This is a senior level professional management position that provides a range of services to the Office of Public Affairs & Communications (PAC) in the areas of public information/communications, customer service, project management, data and analytics. 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 ensure a best‑in‑class customer experience for the Housing Opportunities Commission.

This position also tracks the appropriate metrics for customer service through the collection and analysis of external customer data and feedback. In performing the duties, the employee is required to investigate research, analyze and make recommendations to leadership based on the information and data compiled.

Requires extensive knowledge in the area of strategic communications (both verbal and written), customer service and project management. The work requires direct supervision of the Call Center Manager and Call Center staff.

• Determine and coordinate project management for the PAC division's work including developing and tracking monthly work plan activities; tracking key performance indicators; developing and tracking customer experience projects, etc.
• Coordinate and implement operational initiatives that the VP of Public Affairs/President deem essential for customer quality.
• Develop a strategy for HOC's customer experience, including managing/overseeing cross‑functional initiatives that enhance customer service.
• Develop Call Center SOPs, trainings and other key resources to ensure continued growth of HOC's customer experience rating.
• Ensure that processes, tools and systems are developed and maintained to support PAC and HOC's customer service experience.
• Identify, analyze and develop recommendations to address problems/issues associated with HOC housing programs and services, and communicate issues and concerns to the division lead(s).
• Work with County Police Department (and other select stakeholders) to review/implement policies and initiatives that enhance customer experience.
• Work with department management and other agency staff to exchange information, develop initiatives, and resolve problems associated with HOC programs having community impact.

• At least four (4) years of experience in Customer Service
• At least (2) years of supervisory experience
• Affordable Housing industry experience is preferred

• Graduation from an accredited college or university with a Bachelor's Degree in Public Relations, Journalism, or Marketing
• Advanced degree is preferred

• Knowledge of the principles and techniques of planning, formulating, analyzing and implementing management and programmatic policies and strategies.
• Knowledge and skill working with Project Management software preferred (e.g. Trello, Asana, ).
• Knowledge of Housing Program regulations, legislative and industry issues, community concerns, county laws a plus.
• Skill in negotiating agreements, defending positions, and presenting information to public and private sector leaders.
• Skill in conducting or directing program evaluation/management studies and analyzing complex policy issues having public impact.
• Ability to work independently and exercise tact and judgment in 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, PowerPoint, and Desktop Publishing (a plus).
• Must have excellent oral and written communication…