Top 1743 Commercial manager Jobs in Annapolis, Md

Manager, Customer Experience
WSSC Water —Laurel, MD
- $111,298 - $189,507 a year
- Full-time
- 5 years
- Office
- Residential
4d
Community Engagement Associate Administrative Officer III (C26025/545574)
Maryland Department of Housing and Community Development —Lanham, MD
- $30.28 - $47.75 an hour
- Full-time
- Hybrid work
- High school
- Marketing
- Customer service
- Health insurance
- Dental insurance
Quick Apply
13h
Mailroom Supervisor
Koniag Government Services —Annapolis, MD
- $78,000 - $104,000 a year
- 8 hour shift
- Mid-level
- Office
- 3 years
- Paid holidays
- Health insurance
Facility Manager
Koniag Government Services —Annapolis, MD
- $137,496 - $183,328 a year
- Full-time
- Military
- 3 years
- Master's degree
- Paid holidays
- Health insurance
Physical Security Specialist
Koniag Government Services —Annapolis, MD
- $110,000 - $147,000 a year
- 8 hour shift
- Management
- Mid-level
- Office
- Paid holidays
- Health insurance
Contracts Manager - Level 3
Northrop Grumman —Linthicum Heights, MD
- $159,500 - $239,300 a year
- Overtime
- Master's degree
- Supervising experience
- Bachelor's degree
- Paid holidays
- Disability insurance
10d
Senior Purchasing Manager
Sealing Technologies, a Parsons Company —Stevensville, MD
- $110,000 - $120,000 a year
- Full-time
- Hybrid work
- 5 years
- Office
- Bachelor's degree
- Dental insurance
- Tuition reimbursement
14d
Truck Driver, CDL A
SpartanNash Associates, LLC —Severn, MD
- $31 an hour
- Weekends as needed
- Computer literacy
- DOT physical examination
- Pass drug screening
- Paid parental leave
- Paid holidays
Construction Project Manager
Nichols Contracting Inc. —Columbia, MD
- $100,000 - $120,000 a year
- Full-time
- Construction site
- 5 years
- Mid-level
- Paid holidays
- Health insurance
Quick Apply
SERVICE PLUMBER
Superior Mechanical Services Inc —Beltsville, MD
- $30 - $46 an hour
- Overtime
- Customer service
- Pass drug screening
- Mid-level
Concrete Estimator/Project Manager
Camm Concrete LLC —Baltimore, MD
- $85,000 - $90,000 a year
- Full-time
- Microsoft Outlook
- Management
- 5 years
- Health insurance
- Dental insurance
Quick Apply
Construction manager/Supervisor
King Carpentry, Inc. —Laurel, MD
- $55,000 - $70,000 a year
- Full-time
- Carpentry
- Background check
- Spanish
- Health insurance
- Dental insurance
Quick Apply
MEP Superintendent
Sage Ventures LLC —Baltimore, MD
- Full-time
- Construction site
- 5 years
- Residential
- Health insurance
- Dental insurance
Quick Apply
9d
Site Safety Professional
J.E. Richards, Inc. —Fort Meade, MD
- $28 - $57 an hour
- 8 hour shift
- Background check
- CPR Certification
- OSHA
- Health savings account
- Health insurance
Quick Apply
General Manager
Transdev —Glen Burnie, MD
- $87,000 - $108,000 a year
- Full-time
- Background check
- Customer service
- 5 years
- Disability insurance
- Health insurance
Quick Apply
Mechanical Engineer
AGAM Group Ltd. —Elkridge, MD
- 8 hour shift
- AutoCAD
- Schematics
- CAD
- Health insurance
- Dental insurance
Quick Apply
Account Manager, Landscape Maintenance
E-Landscape Specialty Solutions, LLC. —Davidsonville, MD
- $65,000 - $80,000 a year
- Full-time
- Microsoft Word
- Clean driving record
- Microsoft Excel
- Health insurance
- Dental insurance
Quick Apply
Lead Technician
RMA WORLDWIDE CHAUFFEURED TRANSPORTATION —Hyattsville, MD
- $35 - $45 an hour
- Full-time
- CDL B
- Mechanic experience
- Customer service
- Paid training
- Health insurance
Quick Apply
8d
Heavy Demolition Project Manager - Commercial/Industrial/Institutional
Berg Demo Group LLC —Baltimore, MD
- From $120,000 a year
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Bachelor of Science
- Health insurance
- Dental insurance
Quick Apply
Safety Professional | Prefabrication Operations
J.E. Richards, LLC —Lanham, MD
- Full-time
- Mid-level
- Continuous improvement
- US work authorization
- Health insurance
- Dental insurance
Quick Apply
4d

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Manager, Customer Experience

WSSC Water -
Laurel, MD

Apply Now

Job Details

Full-time
$111,298 - $189,507 a year
4 days ago

Qualifications

Optimizing workflow processes
Customer communication
Customer behavior analysis
Managing teams in a customer support role
Process design
Frontline customer support management
Collaboration with product development teams
Process improvement planning
Community relationship building
Business operations
Customer information system software
Cross-functional team management
Cross-functional communication
Experience design

Full Job Description

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.

Apply Now

Refine Your Search

commercial manager jobs in annapolis, md

Manager, Customer Experience

Community Engagement Associate Administrative Officer III (C26025/545574)

Mailroom Supervisor

Facility Manager

Physical Security Specialist

Contracts Manager - Level 3

Senior Purchasing Manager

Truck Driver, CDL A

Construction Project Manager

SERVICE PLUMBER

Concrete Estimator/Project Manager

Construction manager/Supervisor

MEP Superintendent

Site Safety Professional

General Manager

Mechanical Engineer

Account Manager, Landscape Maintenance

Lead Technician

Heavy Demolition Project Manager - Commercial/Industrial/Institutional

Safety Professional | Prefabrication Operations

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