CUSTOMER EXPERIENCE MANAGER

Customer Experience Manager

About the Town of Mooresville: As one of North Carolina's fastest-growing communities, the Town of Mooresville combines innovation, teamwork, and community pride to deliver exceptional public service. Mooresville is a thriving, connected community dedicated to providing outstanding services that foster inclusivity and vibrancy for all. Guided by our PAC-IQ values (People, Agility, Communication, Innovation, and Quality), we empower employees to collaborate, think ahead, and make a meaningful impact every day.

Work alongside a team committed to innovation and collaboration, creating positive change for the community!

Why Join the Town of Mooresville: We value our employees and invest in their success with a comprehensive total rewards package. Our benefits are among the most competitive in the region and include:

• 5% Town contribution to your 401(k), no employee match required
• Choice of three medical plans, including an HSA plan with Town contributions
• Town-paid life insurance at 1.5 annual salary
• Fully paid short- and long-term disability coverage (up to $8,000 per month)
• Wellness Incentive Program, with a discount of $240 annually on medical premium for participation
• Employee Assistance Program (EAP) offering 24/7 mental health and work-life support
• Volunteer Time-Off: 16 hours per calendar year to volunteer at any approved agency or organization
• Vacation Leave: Starting 2026, new hires receive 14 vacation days upfront!
• Holidays: Employees accrue 13-14 paid holidays per year
• Floating Holiday and Wellness Day: New hires receive one Floating Holiday and one Wellness Day up front each year each year
• Bereavement Leave: Up to five days per occurrence for deaths within the employee's immediate family
• On-site clinic for eligible employees and dependents coming in 2026!
• Additional perks include down payment assistance, pet insurance, gym reimbursement, and more!

About the Role: The Customer Experience Manager provides strategic leadership for the Town's customer experience initiatives by developing, implementing, and continuously improving customer service programs that enhance the experience of both internal and external customers. This position is responsible for advancing a customer-centric culture that strengthens resident satisfaction, community trust, and organizational effectiveness through collaboration, innovation, training, technology, and continuous improvement.

The Customer Experience Manager leads Town-wide customer experience strategies, service delivery initiatives, customer engagement programs, employee training efforts, and organizational improvement projects. This position serves as the Town's subject matter expert on customer experience and works collaboratively with leadership across all departments to improve operational efficiency, service quality, and resident engagement. Work requires significant independent judgment, strategic planning, project management, leadership, and organizational influence. Work is performed under the general supervision of the Director of Experience & Engagement.

Duties and Responsibilities

Provide strategic leadership for the Town's customer experience vision, goals, service standards, and organizational initiatives

Develop, implement, and evaluate customer service strategies, policies, procedures, performance measures, and service standards across all Town departments

Lead the administration and continuous improvement of Town-wide customer experience programs, customer relationship management systems, service request platforms, customer feedback programs, and employee training initiatives

Establish key performance indicators, analyze organizational performance data, monitor customer service trends, and recommend continuous improvement strategies

Partner with Town leadership and departments to identify service delivery challenges and implement solutions that improve customer satisfaction and operational effectiveness

Facilitate cross-departmental collaboration to ensure seamless service delivery and consistent communication practices

Serve as the Town's lead advisor on customer experience strategy, emerging technologies, industry best practices, and organizational culture initiatives

Plan, assign, supervise, and evaluate the work of assigned Customer Experience staff

Provide leadership in employee recruitment, onboarding, training, coaching, mentoring, performance management, and professional development

Establish performance expectations and conduct employee evaluations while promoting accountability and employee engagement

Monitor employee workloads and service levels to ensure timely responses to customer inquiries and service requests

Foster a collaborative, customer-focused culture emphasizing service excellence, innovation, accountability, and teamwork

Serve as a resource to staff by resolving complex or escalated customer concerns and providing guidance on sensitive issues

Develop, recommend, and implement customer service policies, procedures, standards, and guidelines that promote consistent service delivery

Conduct periodic reviews of customer service programs and implement improvements aligned with organizational objectives

Collaborate with Town leadership to develop and implement short-term and long-range customer experience strategies

Evaluate emerging trends, technologies, and industry best practices to enhance service delivery and organizational effectiveness

Lead organizational initiatives that promote a culture of continuous improvement and service excellence

Oversee the administration, optimization, and expansion of customer relationship management (CRM), customer engagement, ticketing, and communication platforms

Evaluate technology solutions and recommend system enhancements that improve efficiency, transparency, reporting capabilities, and customer satisfaction

Support implementation of new technologies and organizational initiatives that improve customer service operations

Facilitate cross-functional teams and organizational improvement projects to enhance service delivery and operational performance

Prepare and present customer experience reports, performance metrics, strategic recommendations, and program updates to Town leadership and elected officials

Assist in the development and administration of departmental budgets related to customer experience programs, technology systems, training initiatives, and community engagement efforts

Monitor expenditures and recommend resource allocations to support strategic priorities and operational effectiveness

Lead complex cross-departmental projects related to customer service improvements, technology implementation, organizational development, and process improvement

Establish project goals, timelines, deliverables, performance measures, and project teams to ensure successful outcomes

Perform other related duties as assigned

Minimum Education and Experience

Bachelor's degree in Public Administration, Business Administration, Communications, Organizational Leadership, Hospitality Management, Human Resources, or a closely related field

Five (5) or more years of progressively responsible experience in customer experience, customer service management, public administration, organizational development, community engagement, hospitality management, or a related field

Experience supervising staff, managing projects, and leading organizational initiatives

OR

An equivalent combination of education and experience

Preferred Qualifications

Experience in local government or public sector administration

Experience implementing and managing customer relationship management (CRM) systems, customer service platforms, or engagement technologies

Experience developing and delivering employee training and organizational development programs

Experience with strategic planning, change management, performance measurement, and continuous improvement initiatives

Bilingual communication skills preferred