The Manager, Customer Experience leads WSSC Water's customer-experience strategy and ensures that all customer-facing processes, systems, and communications deliver consistent, predictable, and positive outcomes. This role partners with product management and IT to align system functionality with customer needs and collaborates with the communications office to ensure digital and written content is accurate, usable, and consistent across channels. This position plays a key role in supporting the Commission by being responsive to customers, generating revenue, influencing WSSC Water's reputation, and advancing our Smart One Water Mission. Essential Functions Develop and maintain customer journey maps and service blueprints to ensure consistent experiences across all channels Develop customer-listening programs ( VOC , surveys, analytics, complaint trends) to identify experience gaps and improvement opportunities proactively Oversee end-to-end CX metrics, including effort scores, journey performance, and satisfaction by interaction type Partner with product management and IT to ensure customer-facing systems (web, C2M, CRM , IVR , self-service tools) support intuitive, efficient customer pathways Collaborate with communications to ensure web, knowledge base, and customer communications content is accurate and aligned with process realities Lead cross-functional governance to ensure process, policy system, and communication updates stay aligned and synchronized Design and implement a customer experience roadmap aligned with WSSC Water goals, regulatory requirements, and community goals Lead initiatives to improve billing clarity, service transparency, and ease of doing business with WSSC Water Builds excellent working relationships with all WSSC water customers, including residential and commercial customers, as well as the plumbing and development communities and local government officials Evaluates the customer service department's business processes, identifies improvement areas, analyzes root causes of business issues, and develops corrective action recommendations Develop and maintain policies for customer inquiries, complaints, service requests, and communications Analyze customer data, trends, and feedback to identify root causes and improvement opportunities Monitor workforce scheduling functions to ensure service levels, response times, and quality standards are consistently met; Monitor customer satisfaction metrics and drive improvements across the customer journey Develop dashboards and reports for customer service leadership, including KPIs, call volumes, complaint trends, and service performance Supervises customer experience staff, including selecting, or recommending selection, training, assigning, and evaluating work, counseling, disciplining, and/or termination or recommending termination Monitor all customer service department systems and customer-facing applications and ensure that they operate efficiently and are accessible Other Functions Manage audits, updates, and maintenance of IOPs, SOPs, workflow, and business design documents to ensure they accurately reflect current business processes and procedures Prepare documentation, slides, and reports for audits, commission meetings, and community outreach events Foster a culture of empathy, accountability, and continuous learning Assist with the development and facilitation of training Provide coaching and performance management to ensure high-quality service delivery Performs other related duties as assigned Work Environment And Physical Demands Business casual work environment. Required Knowledge, Skills, And Abilities Demonstrated experience in mapping and improving end-to-end customer processes Experience partnering with IT/Product teams on system requirements, user experience, or technology-enabled service design Strong knowledge of CX methodologies, customer-insight tools, and performance measurement Ability to analyze qualitative and quantitative customer data to identify trends and opportunities Ability to gain extensive knowledge of WSSC Water operations and regulations, standard procedures, and policies Ability to gain strong knowledge of billing systems and application software, especially C2M, complaint management system, call center applications, and others Ability to gain extensive knowledge of the operations, programs, and objectives of the customer service team Ability to provide leadership and direction to assigned staff Ability to plan, manage, and coordinate the activities of a complex, diversified customer relations organization Excellent communication, facilitation, and cross-functional leadership skills Strong analytical, quantitative, and problem-solving skills Minimum Education, Experience Requirements Bachelor's degree in Business, Public Administration, Design, Communications, or related field; 5+ years of experience leading customer-experience, service-design, process-improvement, or customer-journey initiatives; OR High School Diploma; 8+ years of experience leading customer-experience, service-design, process-improvement, or customer-journey initiatives.