Jobs in the United States

25+ jobs

Added 2 mins ago
Business Development Manager
Rosendin
Tempe, AZ
The Business Development Manager is critical in expanding Rosendin's footprint within key markets, fostering strategic client relationships, and securing new electrical construction…
Added 2 mins ago
Wastewater Treatment Plant Manager - Brightwater
King County
Woodinville, WA
Added 2 mins ago
FINANCIAL MANAGEMENT ANALYST
Air Force Civilian Career Training
Peterson AFB, CO
…leadership perspective of an identified high-potential, mid-level manager/executive; it is not a continuing position, assignment duration is NTE 36 months. Responsibilities DUTY1 Performs…
Added 2 mins ago
Spa Manager - Alpenglow Spa
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At Alpenglow Spa, we believe exceptional guest experiences begin with exceptional employee experiences. The Spa Manager is a people-first leader responsible for creating a supportive,…
Added 2 mins ago
Banquet Manager at The Hythe Vail
Vail Resorts
Vail, CO
The Banquet Manager is responsible for the successful planning, coordination, and execution of all banquet, catering, meeting, and special event functions. This role ensures exceptional…
Added 2 mins ago
EG
HVAC Tech II
EMCOR Group
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- $28 to $44 USD / hour
…maintenance, troubleshoot and service commercial and industrial HVAC systems. Experience should include maintenance of ACU’s, AHU’s, heat pumps, VAV’s, DDC’s and ventilation systems. HVAC…
Added 2 mins ago
Manager III SBU Finance Lead GSS
BAE Systems
Broomfield, CO
Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20 hours per…
Added 3 mins ago
Project Manager II Technical
BAE Systems
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BAE Systems Aerospace & Mission Systems (AMS) Military Space Strategic Business Unit is looking for a Technical Project Manager II to lead operations activities for classified environments…
Added 3 mins ago
Project Manager II Technical
BAE Systems
Westminster, CO · Broomfield, CO
Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20 hours per…
Added 3 mins ago
Clinical Pharmacy Operations Specialist, Quality
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…towards quality goals (e.g., Medication Management Therapy Program, Medication Adherence Measures, Diabetes measures, etc.); leading the creation of moderately complex content, dashboards,…
Added 3 mins ago
Product Management Manager - Deposits (Payments)
USAA
Colorado Springs, CO
We are seeking a Product Management Manager – Deposits for our Bank Payments Product and Strategy team. This role will work with product governance and serve as a team resource for emerging…
Added 3 mins ago
GA
Director, Architecture and Data
GE Aerospace
Longmont, CO · Denver, CO · Lafayette, CO
- $152,000 to $202,000 USD / year
…data foundation real, the role also delivers the Defense & Systems Data Fabric, coordinating with the Data Fabric Sr Principal Technical Product Manager and the Principal Architects for…
Added 3 mins ago
Program Manager IV - Clinical Knowledge Services
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…implement, and maintain the tools, content, and decision support systems that power evidence-based medicine across the…
Added 3 mins ago
Senior Project Manager, Implementation
Datavant
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The Senior Project Manager is responsible for independently managing complex, medium- to large-scale projects and programs throughout the full implementation lifecycle, from initiation and…
Added 3 mins ago
Lead Supply Chain Project Manager
RTX Corporation
denver, CO
U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.
Added 3 mins ago
Creative & Content Project Manager
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…customer-focused approach to creative design, attendee management, program logistics, production, and travel. We believe that in an unbridled atmosphere, talented people are unleashed to…
Added 3 mins ago
Assistant Construction Manager - Power Generation Self Perform (Multiple Locations)
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Added 4 mins ago
Engineering Operations Technician, DCEO
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…troubleshooting, reporting to a site’s Data Center Facility Manager (FM). They will maintain, operate, and troubleshoot mission-critical data center facility equipment including stand-by…
Added 6 mins ago
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Federal Data Reporting Manager (INTERNAL)
State of South Carolina
Columbia, SC
- $67,728 to $121,890 USD / year
Coordinates and provide support for the reconciliation of financial information between state and federal systems to include data review and program analysis for HUD and other federal…
Added 6 mins ago
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International Trade Compliance Manager
Emerson
Rosemont, IL
- $100,000 to $130,000 USD / year
The International Trade Compliance Manager oversees the global trade compliance program activities for Appleton business unit, with a focus on the Americas. The ITC Manager is responsible…
Added 6 mins ago
Sr Product Director BWRX-300 50Hz Programs
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Added 8 mins ago
Midwest Division Development Writer
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The Midwest Division Development Writer reports to the Donor Communications Manager and plays a key role in the region's Development Operations Team. This position works closely with…
Added 8 mins ago
Midwest Division Development Writer
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The Midwest Division Development Writer reports to the Donor Communications Manager and plays a key role in the region's Development Operations Team. This position works closely with…
Added 10 mins ago
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…onsite interviews while ensuring a positive candidate and hiring manager experience. The Recruiter will partner closely with HR, Hiring Managers, and Plant Leadership to support current and…
Added 11 mins ago
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Vendor Administration Specialist
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- $30 to $32 USD / hour
…closely with a core immediate team of three team members plus a manager, as part of a larger department of approximately 20 employees. The environment is collaborative and process-driven,…

Senior Customer Experience Manager

Silver Spring, MD, United States

*Grade 27 Min: 83,429 / Mid: $111,702 / Max: $139,975 | | Salary determined by departmental budget- Offer commensurate with experience

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Job details

Pay: *Grade 27 Min: 83,429 / Mid: $111,702 / Max: $139,975 | | Salary determined by departmental budget- Offer commensurate with experience
Posting language: English

Original job description

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.

Job Description:

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.

Examples of Duties:

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.

Minimum Qualifications:

Experience

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

Education:

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

Knowledge, Skills and Abilities

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, Monday.com).
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 skills including ability to speak in public.
Ability to interact with people of varied backgrounds.

*Grade 27 Min: 83,429 / Mid: $111,702 / Max: $139,975 | | Salary determined by departmental budget- Offer commensurate with experience

HOC is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. HOC promotes a drug-free workplace. HOC conducts criminal background checks, employment reference checks, and where applicable, reviews driving records in determining suitability for employment. Selected applicants will be required to submit to pre-employment drug and alcohol screening. Employment is contingent upon drug and alcohol test results.

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More about this job

Skills

Customer experience
Customer service
Research
Project management
Track key performance indicators
Public relations
Trello
Asana
Monday.com
Work independently
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Desktop publishing
Communication skills
Speak in public

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