Customer Experience Program Manager

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Job Summary

El Paso County is searching for an innovative Customer Experience Program Manager to bring our customer experience vision to life, aligned with our board-adopted Strategic Plan. This role offers the chance to shape how our administrative departments engage with internal and external customers. The ideal candidate will have a deep understanding of customer interactions and will champion the collection and analysis of feedback to drive continuous improvement. A strong grasp of Voice of Customer metrics is essential, along with the ability to translate data into actionable insights that enhance service quality, trustworthiness, and transparency.

Key Responsibilities:

• Oversee Customer Experience Initiatives: Manage programs across multiple administrative departments.
• Feedback Management: Collect, analyze, and integrate customer feedback into improvement processes.
• Data-Driven Decision Making: Utilize measurement systems to enhance key performance scores.
• Strategic Program Development: Assess organizational performance in trustworthiness, transparency, and service quality.
• Stakeholder Engagement: Build strong relationships with stakeholders to effectively drive initiatives.
• Training Responsibilities: Train internal stakeholders on customer experience practices, tools, and programs to enhance organizational effectiveness.
  
  
  

Join us on El Paso County’s journey toward a data-driven decision-making model. We seek a leader who understands the importance of metrics and can use them to influence change. Your mission will be to establish a robust customer experience program that embodies our core principles of “Quality Public Services” and “Trust Through Transparency.” If you're passionate about making a tangible impact and ready to contribute immediately, we want you to lead this initiative. APPLY TODAY!!!

Hiring Range: $112,000.00 - $133,000.00 annually

This position has an anticipated work schedule of Monday – Friday, 8:00am – 4:30pm, subject to change.

Please be advised this position may close on or after 10/27/2024, without advance notice, should we receive a sufficient number of qualified applications.

This position develops and implements strategies to improve customer (resident/employee) satisfaction, enhance core service delivery, and drive the organization toward positive experiences for all county residents and stakeholders. This role involves managing multiple initiatives, gathering and analyzing customer feedback, and collaborating with various departments to drive improvements in customer service.

This role is essential in fostering a customer-first approach within the County government, leveraging customer experience tools and techniques to enhance service delivery and continuously improve transactional experiences for residents and employees.

Essential Duties/Responsibilities

• Develops and executes customer feedback programs to gather feedback and insights and uses this data to inform decision-making and improve service delivery.
• Develops and periodically updates a formal Customer Plan that aligns with the County's customer experience initiatives and strategic goals, ensuring that improvements in service delivery directly support the overall mission and vision of El Paso County.
• Coordinates annual planning for customer solutions, taking a strategic, long-term view while aligning with shorter-term plans.
• Continuously monitors and analyzes customer feedback to identify trends, issues, and areas for improvement. Performs deep-dive analysis to uncover opportunities to enhance customer experience.
• Manages multiple ongoing projects at various stages of completion. Ensures timely and detailed project execution, making process adjustments as needed.
• Works with internal County functions, including communications, constituent management, human resources, data and analytics, and customer success teams, to implement customer-focused enhancements and process improvements.
• Identifies key stakeholders, builds cross-functional relationships across the County, and Collaborates with these stakeholders to drive customer—and employee-focused initiatives.
• Works with communications and technology resources to design and roll out tools, reports, and dashboards that provide real-time access to customer and employee feedback.
• Leads initiatives to provide customer-facing staff with the necessary tools, training, and resources to improve customer satisfaction metrics for the County. Partners with Human Resources to deploy and track training initiatives.
• Provides leadership and recommends strategies and tactics to ensure quality for the CX Program.
• Perform other duties as required.
  
  
  

Supervision Exercised: This classification does not have supervisory authority; however, may be required to provide expertise or limited guidance or direction to employees, such as overseeing work quality, training, and guidance. Typically serves as a subject matter expert on the scope of functional area.

Supervision Received: Receives general supervision. This classification typically performs job duties by following established standard operating procedures and/or policies. Regular direction, guidance, and coaching from supervisor may be expected. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically.

Qualifications

Knowledge, Skills & Abilities

• Knowledge of market research, business plans, customer research segmentation, and product roadmaps.
• Knowledge of lean management and strategic planning methods.
• Knowledge of public administration, public policy analysis, and program management.
• Proficiency in creating reports, visualizations, and dashboards, and communicating results to technical and non-technical audiences.
• Strong management and organizational skills focusing on execution, problem-solving, and process improvement.
• Ability to develop and implement new and innovative plans, initiatives, and strategies to implement the County Strategic Plan efficiently and effectively.
• Ability to recognize, research, and analyze a variety of administrative and managerial problems and provide recommendations for effective solutions.
• Ability to assess situations and make prudent and appropriate decisions; ability to apply conflict resolution and problem-solving skills.
• Ability to establish and maintain effective working relationships with Elected Officials, County employees, community agencies, vendors, and the public.
• Must be customer-service oriented and able to effectively communicate both verbally and in writing, including the ability to effectively deliver presentations. Ability to provide excellent customer service.
• Ability to write and produce clear and concise written reports with attention to grammar, spelling, and punctuation.
• Ability to independently manage and prioritize multiple tasks and provide information in an efficient and timely manner.
• Ability to exercise discretion and maintain a high level of confidentiality.
• Maintain regular and punctual attendance.
  
  
  

Required Education & Experience

• Bachelor's degree in business administration, public administration, marketing, finance, or a related field.
• Four years of related professional experience may substitute for the required degree.
• Three years of experience in customer experience programs, preferably related to customer feedback, marketing, customer success, or related fields.
• Experience with customer experience or Voice of Customer metrics (NPS, CSAT, Loyalty, etc.), surveys, and other forms of customer feedback.

Preferred Education & Experience

• Experience in the public sector or local government.
• Experience with customer experience platforms such as Medallia, Qualtrics, ServiceNow, and Gainsight.
  
  
  

Licenses/Certificates

• Must possess and maintain a valid driver's license.
• Must obtain and maintain Criminal Justice Information System (CJIS) Compliance within six months of employment.
  
  
  

Pre-Employment Requirements

• Must pass conditional post offer background investigation, motor vehicle record check, and drug screen.
  
  
  

Work Conditions

Duties are primarily performed in an office and remote work environment dependent on Department discretion and business needs; some travel may be required.

The classification specification above is intended to represent only the key areas of responsibilities and minimum qualifications; specific job assignments, duties, education, experience, licenses/certifications, and environmental conditions will vary depending on the needs of the department/office and the particular assignment. Changes to this document may only be made by a member of the Human Resources Department.

VISION

El Paso County will be a trusted regional leader known for excellence in county service delivery.

PURPOSE

We provide essential public services to the Pikes Peak Region in support of our residents, businesses, and communities, enhancing the freedom for all to thrive.

El Paso County is an E-Verify and Equal Opportunity Employer.

El Paso County adheres to Federal drug screening guidelines and requires a pre-employment drug screen.