Manager, Customer Engagement

Position Summary
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.

Minimum Requirements
Required - Minimum of 5 years of experience resolving escalated customer issues. and
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. and
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 drivers 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.
(Intermediate proficiency)
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 Districts 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 Districts 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
construction work.
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
Districts 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
one-on-one meetings.
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.

*Please see job posting on our Careers page for a full list of physical demands

*Please ensure the application is filled out thoroughly to be considered for this position

An Equal Opportunity Employer Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation"