Manager, Customer Engagement

The Manager, Customer Engagement is responsible for all functions related to public outreach. This role oversees strategic communication efforts supporting gas and water infrastructure replacement projects, Lead and Copper Rule Revisions (LCRR), Lead and Copper Rule Improvements (LCRI), and other operational initiatives affecting customers and stakeholders. This position is responsible for developing and implementing proactive communication strategies that enhance customer understanding, confidence, and satisfaction while ensuring compliance with all applicable communication and notification requirements. The Manager, Customer Engagement also leads the Customer Experience Training Program and collaborates cross‑functionally with operational and administrative divisions to support consistent, timely, and effective customer communication. Education Required – Bachelor's Degree in Business, Communications, Marketing, or a related field. Required – Minimum of 5 years of experience resolving escalated customer issues. Required – Minimum of 5 years of working knowledge of District field operations, including Engineering, Construction, Water Operations or Gas Operations. Candidates with related construction, engineering, water operations, or gas operations experience may be considered in lieu of District field operations experience. Required – Demonstrated experience successfully directing the work of others and the ability to lead, coach, and change behaviors. Licenses, Certifications and/or Testing Required – Have and maintain a valid driver’s license upon hire. Required – Pre‑employment Background Check & Drug Screen upon hire. Knowledge, Skills and Abilities Ability to work independently, exercise sound judgment, and effectively resolve customer issues in a professional and courteous manner. (Intermediate proficiency) Ability to work directly with diverse customers in a variety of situations and environments, including availability for after‑hours or on‑call response duties as required. Excellent written, verbal, and public presentation communication skills, with the ability to communicate professionally and effectively with internal and external stakeholders in a variety of situations, regardless of provocation. (Intermediate proficiency) Proficiency in computer software such as Microsoft Word, Excel, PowerPoint, and knowledge of enterprise software. (Intermediate proficiency) Ability to learn new or upgraded computer software as required. (Intermediate proficiency) Organizational, planning and time management skills with the ability to manage multiple and changing priorities. (Advanced proficiency) Demonstrated ability to collaborate with other divisions. (Intermediate proficiency) Essential Functions Develop and execute strategies that support the vision to identify and implement processes, procedures, and new technologies that improve the District’s level of customer satisfaction. Oversee, coordinate, create, and distribute organizational compliance communications and implementation activities related to the Lead and Copper Rule Revisions, and ensuring timely execution of required actions, documentation, public notifications, and cross‑departmental coordination to maintain regulatory compliance. Ensure customer experience best practices across the stakeholder groups. Track journey performance and identify opportunities for improvement. Provide effective and ongoing delivery of relevant content to all audiences related to customer experience. Manage and mentor a team of professionals capable of driving transformational change for the organization and keeping abreast of the evolving customer needs. Establish metrics for defining the District’s relationship with customers and define targets and Key Performance Indicators (KPI) for the organization. Optimize information sharing between Customer Engagement and operational divisions to identify gaps in customer understanding in order to implement public and internal education and communication initiatives. Provide advanced communications to support customer needs related to District projects, including but not limited to, infrastructure replacement, unplanned and planned outages, and regulatory required communications. Provide leadership and strategic direction for community outreach initiatives supporting lead service line replacement and infrastructure replacement programs to enhance public awareness, customer understanding, and community engagement. Positively affect customer engagement through measurement of customer satisfaction and analysis of all District touchpoints utilizing technology such as surveys, QR codes, and digital message boards. Engage community and civic groups through presentations, events, and virtual meetings. Define and implement processes and procedures employees use to effectively utilize proactive communication with customers, civic entities and others that may be impacted by gas and water. Establish relationships, policies, and methodologies to better serve our customers at each touchpoint by driving ongoing communication and process improvement efforts. Collaborate with customers, employees, and leaders through frequent interaction and strategically interact with a diverse customer base. Foster close working relationships at all levels, functions, and locations to build support and consistent action with internal and external customers. Be a point of escalation for customer issues, investigate and resolve. Design, implement, and supervise projects by keeping status information current on the District’s website, including customer correspondence for all District staff including senior management. Champion the company‑wide culture of a customer focused experience. Develop talent: coach and mentor employees; support employee growth and development through leadership opportunities and professional development. Provide employees feedback through completion of performance appraisals and regular employee management. Manage employee unacceptable behavior, poor work performance or policy violations, including the use of discipline when appropriate. Maintain financial oversight of budget or works with financial responsibility in mind. Plan for attrition through awareness of separation risks, cross‑training, employee development and succession planning. Fulfill responsibilities common to all Supervisory, Professional, and Administrative positions as stated. Required for All Jobs Perform a variety of other duties as assigned. Understand and comply with all District policies and procedures. In contributing to the objectives of the District, this role is responsible for the initiation, cultivation, and maintenance of strong relationships of a business and professional nature. This position requires good communication skills and tact in order to maintain professional relationships with the following, but not limited to: Board of Directors All levels of District Internal and external customers Federal, State, and local agencies Community organizations and partners Consultants, contractors and other third‑party organizations that fall within the scope of this role Professional, industry, trade, and civic associations Physical and Environmental Requirements Combination: Work may be performed in an office setting amid normal conditions of dust, odors, fumes, office lighting and noises, but field/plant visits are required. Hybrid Flexible Work Arrangement Job may be eligible for a hybrid in‑office and work from home flexible work arrangement. An Equal Opportunity Employer Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation #J-18808-Ljbffr Metropolitan Utilities District