Customer Experience/Employee Engagement Manager Job at Missouri Department of Conservation
Missouri Department of Conservation Jefferson City, MO 65109
Requisition Id: 2211
Salary: $56,400.00 - $70,392.00
Salary Grade: S10
Job Location: Conservation Headquarters (JEFFE1)
Closing Date: February 28, 2023
Our Culture: The Missouri Department of Conservation supports a family culture focused on diversity of thought, where all employees openly share ideas and turn their passion into purpose.
To learn more about this new and exciting opportunity, feel free to contact the hiring supervisor- Kendra Witthaus at kendra.witthaus@mdc.mo.gov or at 573 5224115x3268. We would like to hear from you!
This position may be eligible for a hybrid work option after successsfully completing a 6 month probation period.
Summary/Objective
Develop, oversee, and implement a customer experience and employee engagement strategy for the Department.
Essential Job Duties
- Develop, prioritize, and oversee implementation of a Department-wide customer experience and employee engagement strategy.
- Collaborate with Administration, Senior Leaders, Human Resources, and Inclusion & Diversity to create and implement strategies, objectives, success measures, and initiatives that enhance agency culture and overall employee experience
- Work with agency leadership to establish desired results, success measures along with a plan of action. Utilize technology to measure and track the effectiveness of the customer experience and employee engagement strategy and initiatives, uncover insights, and relate metrics to strategic and operational outcomes.
- Make updates to the strategy over time to ensure sustainability of the strategy.
- Assimilate and provide ongoing maintenance to comprehensive customer relationship management system.
- Review, analyze and interpret data to provide insight to customer habits, pain points and identify areas for improvement.
- Champion and oversee cultural customer experience and employee engagement integration across the Department and provide coaching and training to department leaders and staff on key skills to build a customer-focused culture.
- Implement and oversee a centralized customer service center to include hiring, leading, mentoring, coaching, staff development and performance management.
Ancillary Job Duties
Other duties as assigned
Education and Experience
- Required qualifications to effectively perform the job. An equivalent combination of education, training and experience will be considered.
- Bachelor’s degree (B.S.) in Business Administration, Sociology, Psychology related field required; Master’s degree (M.S.) in related field desired.
- Three (3) to five (5) years related work experience required with one (1) to three (3) years in a supervisory capacity.
- Must maintain a valid, current driver's license.
Knowledge, Skills and Abilities
- May be representative, but not all-inclusive, of those knowledge, skills and abilities commonly associated with this position.
- Ability to define a problem, analyze relevant information, and develop solutions and plans to solve the problem.
- Ability to maintain focus and intensity and remain optimistic and persistent even under adversity.
- Ability to develop and sustain cooperative working relationships
- Excellent communication skills, both verbal and written.
- Ability to make independent decisions and act quickly and decisively on the determined course of action.
- Ability to handle multiple, diverse tasks of a complex nature and employ good time management techniques.
Work Environment
- Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.
- Work is performed in a standard office environment.
Physical Abilities
- Activities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Remain in a stationary position 70% of the time.
- Constantly operate a computer and other office productivity machinery.
- Possessing and maintaining a valid driver’s license.
- Frequently communicate and exchange accurate information.
- Clarity of vision and three-dimensional vision.
- Regular attendance is a necessary and essential function.
Disclaimer
This job description is not intended to be all-inclusive; an employee will also perform other reasonably related job responsibilities as assigned by immediate supervisor and other management as required. The Missouri Department of Conservation reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment. Management reserves the right to change job descriptions, job duties, functions, and requirements.
Exemption Status/Special Notes
This position has been determined to be Exempt according to the Fair Labor Standards Act. Employees must agree to accept compensatory time in lieu of cash payments in accordance with the Department's Compensatory Time Off and Overtime Policy.
Salaried and hourly employees are expected to use a mobile device-cellular phone for Department business, as needed.
MDC promotes a Tobacco-Free (smoke and smokeless) working environment.
The Department of Conservation will only hire United States citizens and aliens authorized to work in the United States. All new employees will be required to complete an "Employment Eligibility Verification" (Form I-9) and produce requested documentation after employment.
Candidates seeking initial employment or re-employment must submit to a drug screen following offer of employment.
All persons employed with the state of Missouri shall file all state income tax forms and pay all state income taxes owed.
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