Customer Engagement Manager

2 weeks ago

Atlanta, Georgia, United States City of Atlanta Full time

Job Grade: G - 23

Salary Compensation: $58, $78,092.30

Position posted until filled

General Overview and Classification Standards

Under the guidance of the Deputy Commissioner, the Customer Engagement Manager plays a pivotal role in aligning the objectives of the City with those of its customers. This position is dedicated to fostering a data-driven, customer-focused approach that enhances customer relationships and drives outcomes aimed at loyalty, retention, and satisfaction. The ideal candidate will possess a customer-centric mindset and exceptional organizational skills, with a focus on addressing the long-term needs of ATL311 customers.

The Customer Engagement Manager will collaborate with customers to ensure they have the necessary tools and support to achieve their objectives when submitting service requests. This role is also responsible for relaying customer behaviors to the Department of Customer Service's Leadership Team and City departments through regular reporting, emphasizing quantitative insights.

Supervision Received

This position operates independently while participating in regular meetings with senior management, mid-level management, and staff, which may include interactions with executive leadership and elected officials. The role involves routine collaboration with managers, directors, and senior leadership to achieve shared goals and initiatives. Guidance is generally broad, focusing on end results and collaboration. The position requires planning of its own work and project timelines.

Key Responsibilities

  • Lead customer research initiatives and analyze findings to enhance understanding of customer experience (CX) and identify pain points.
  • Utilize human-centered design (HCD) and innovative product development methodologies.
  • Advocate for exceptional customer experiences across the organization, ensuring consistent service delivery across all channels.
  • Work with senior management to develop long-term CX strategies that exceed customer expectations and position the department for excellence.
  • Formulate and implement CX strategies aimed at boosting customer satisfaction and retention.
  • Oversee customer service workflows to guarantee seamless service delivery and effective resolution of customer inquiries.

Additional Responsibilities:

  • Stay informed on industry best practices and demonstrate a commitment to leading trends.
  • Exhibit project management capabilities to coordinate and ensure the success of various programs.
  • Possess outstanding communication skills, both written and verbal, with the ability to tailor messaging for diverse audiences and simplify complex concepts.
  • Demonstrate excellent presentation skills, particularly in developing and sharing data insights.
  • Effectively prioritize, problem-solve, multitask, and work autonomously in a dynamic environment.
  • Show strong analytical and troubleshooting skills, with a creative approach to process design.
  • Have proven experience in designing and executing comprehensive user engagement journeys.
  • Understand business process analysis and design techniques, utilizing modeling and collaborative tools.
  • Exhibit strong leadership abilities with a history of building and guiding high-performing teams.
  • Display curiosity and initiative in leading projects from inception to completion.
  • Motivate and influence teams proactively, demonstrating a commitment to work.
  • Possess data visualization skills, capable of transforming raw data into insightful graphical representations.
  • Manage the CRM case-management platform to ensure effective case resolution and timely responses to customer inquiries.
  • Develop and maintain mechanisms for customer feedback to drive continuous CX improvement.
  • Collaborate with other departments to ensure seamless cross-functional cooperation and an optimal customer experience.
  • Maintain a comprehensive understanding of departmental workflows, customer expectations, and potential challenges.
  • Regularly evaluate operational risks or dependencies within the team, reporting and adapting as necessary.
  • Drive process improvements and propose innovative operational methods with a focus on simplification.
  • Identify opportunities for improvement, leading projects that advance the organization's objectives.
  • Address escalated issues promptly, coordinating resources to achieve swift resolutions.
  • Review onboarding plans and engagement models to ensure high-quality and accurate technical delivery.
  • Work collaboratively with internal stakeholders to enhance service delivery and address customer challenges effectively.

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