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Commonwealth of Pennsylvania · 1 day ago

Customer Experience Manager (Program Analyst 3)

Dauphin County, PA

Full-time

Hybrid

Mid Level

$68K/yr - $68K/yr

3+ years exp

The Commonwealth of Pennsylvania is committed to environmental conservation and is seeking a Customer Experience Manager to enhance customer service operations within the Department of Environmental Protection. This role involves analyzing and implementing projects aimed at improving customer service standards, overseeing strategic initiatives, and evaluating service delivery metrics to boost efficiency and customer satisfaction.

Non Profit

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, evaluating the effectiveness of programs, and crafting policy and operational recommendations

Qualification

Program evaluationAnalytical experienceProcess improvementCustomer service standardsStakeholder engagement

Required

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

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

An equivalent combination of experience and training

You must meet the PA residency requirement

You must be able to perform essential job functions