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NEOGOV · 1 day ago

Customer Experience Manager (Program Analyst 3)

Dauphin County, PA

Full-time

Hybrid

Mid Level

$68K/yr - $103K/yr

3+ years exp

NEOGOV is part of the Commonwealth of Pennsylvania's Department of Environmental Protection, focusing on environmental conservation. The Customer Experience Manager will analyze and implement projects related to performance management and process improvement, enhancing the effectiveness of environmental initiatives and customer service standards.

GovTechHuman ResourcesInformation TechnologySoftware

No H1B

Responsibilities

Analyze and implement projects focused on performance management and process improvement

Drive the adoption of customer service standards and best practices throughout the Department of Environmental Protection (DEP)

Engage in sophisticated analytical and evaluative tasks aimed at assessing, enhancing, and refining customer service operations

Develop and oversee strategic initiatives, such as launching a customer service call center and establishing a Permit Ombudsman office

Manage stakeholder engagement activities

Provide leadership in the analysis of service delivery metrics and evaluate the effectiveness of programs

Craft policy and operational recommendations designed to boost efficiency, enhance transparency, and elevate customer satisfaction

Qualification

Program EvaluationAnalytical SkillsData AnalysisStakeholder EngagementProcess ImprovementTechnical AssistanceCommunication Skills

Required

One year as a Program Analyst 2 (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration); or

Three years of analytical experience, two of which include professional experience in program evaluation and the development of program recommendations, and a bachelor's degree; or

An equivalent combination of experience and training

You must meet the PA residency requirement

You must be able to perform essential job functions

Benefits

We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.

We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.

Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.

We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good.

Our employees receive special employee-only discounts and rates on a variety of services and memberships.