Top 32 Customer support & client services managers Jobs in Dundalk, Md

Manager, Customer Experience
WSSC Water —Laurel, MD
- $111,298 - $189,507 a year
- Full-time
- 5 years
- Office
- Residential
Scheduling Coordinator, Home Care
BAYADA Home Health Care —Timonium, MD
- $55,000 a year
- Urgently hiring
- Medical office experience
- Mid-level
- Office
- Paid holidays
- Health insurance
Quick Apply
11d
Sr. Manager, Customer Care (Call Center)
WSSC Water —Laurel, MD
- $139,786 - $238,014 a year
- Full-time
- Writing skills
- Residential
- Presentation skills
9d
Customer Operations Manager
Hertz —Hanover, MD
- $55,000 a year
- Full-time
- Mid-level
- High school diploma or GED
- Bachelor's degree
- Paid parental leave
- Health insurance
Scheduling Coordinator, Senior Living
BAYADA Home Health Care —Glen Burnie, MD
- $48,000 - $52,000 a year
- Monday to Friday
- Medical office experience
- Mid-level
- Office
- Paid holidays
- Health insurance
Quick Apply
Guest Experience Manager - Maryland
Live! Casino and Hotel Maryland —Hanover, MD
- $73,003 - $100,694 a year
- Weekends as needed
- CRM software
- Bachelor's degree
- Team management
- Free parking
- Disability insurance
Lead Client Service Specialist
Healthcare For the Homeless Inc —Baltimore, MD
- $49,691 - $53,240 a year
- Online Application
- Spanish
- CPR Certification
- BLS Certification
- Paid parental leave
- Loan repayment program
Quick Apply
RCMP Country Omni Resolutions Leader
IKEA US —Baltimore, MD
- $68,276 - $107,876 a year
- Full-time
- Hybrid work
- Marketing
- 5 years
- English
- Store discount
- Health insurance
Director of Client Services
STEPS Behavioral Health —Pikesville, MD
- $90,000 - $110,000 a year
- Full-time
- Google Workspace
- 5 years
- Office
- Health savings account
- Paid holidays
Quick Apply
RCMP Country Omni Resolutions Specialist
IKEA US —Baltimore, MD
- $57,914.00 - $83,107.50 a year
- Full-time
- Hybrid work
- Marketing
- English
- Mid-level
- Store discount
- Health insurance
Client Services Manager
BAYADA Home Health Care —Timonium, MD
- $55,000 a year
- Urgently hiring
- Medical office experience
- Mid-level
- Office
- Paid holidays
- Health insurance
Quick Apply
Client Services Associate, Senior Living
BAYADA Home Health Care —Towson, MD
- $48,000 - $50,000 a year
- Monday to Friday
- Medical office experience
- Mid-level
- Office
- Paid holidays
- Health insurance
Quick Apply
Director, Client Services
Kobie Marketing —Annapolis, MD
- Full-time
- Remote
- Bachelor's degree
- Continuous improvement
- Travel
Quick Apply
Customer Care Manager
Mettler Toledo —Columbia, MD
- $89,000 - $105,000 a year
- Computer literacy
- Office
- 3 years
- Disability insurance
- Health insurance
Guest Services Director
Franklin Woods Center —Baltimore, MD
- $24 - $27 an hour
- Full-time
- Skilled nursing facility
- Mid-level
- Bachelor's degree
- Disability insurance
- Dental insurance
Customer Service Manager
Mariner Finance —Nottingham, MD
- $65,676.43 - $80,756.08 a year
- Full-time
- Sales
- Writing skills
- Mid-level
Quick Apply
Contact Center Supervisor
Immersion Consulting, LLC —Annapolis, MD
- Mid-level
- High school diploma or GED
- 1 year
Quick Apply
Senior Manager Operations, Alsense(R)
Danfoss —Baltimore, MD
- $110,000 - $135,000 a year
- Full-time
- Remote
- Product management
- Travel
- Senior level
Alternate PM
Koniag Government Services —Woodlawn, MD
- Full-time
- Office
- Microsoft Office
- 8 years
- Paid holidays
- Health insurance
Contact Center Manager (Inside Sales)
Long Home —Savage, MD
- $75,000 - $110,000 a year
- Call employer
- Writing skills
- Mid-level
- High school diploma or GED
Quick Apply

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Manager, Customer Experience

WSSC Water -
Laurel, MD

Apply Now

Job Details

Full-time
$111,298 - $189,507 a year

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;

High School Diploma;
8+ years of experience leading customer-experience, service-design, process-improvement, or customer-journey initiatives.

Apply Now

Refine Your Search

customer support & client services managers jobs in dundalk, md

Manager, Customer Experience

Scheduling Coordinator, Home Care

Sr. Manager, Customer Care (Call Center)

Customer Operations Manager

Scheduling Coordinator, Senior Living

Guest Experience Manager - Maryland

Lead Client Service Specialist

RCMP Country Omni Resolutions Leader

Director of Client Services

RCMP Country Omni Resolutions Specialist

Client Services Manager

Client Services Associate, Senior Living

Director, Client Services

Customer Care Manager

Guest Services Director

Customer Service Manager

Contact Center Supervisor

Senior Manager Operations, Alsense(R)

Alternate PM

Contact Center Manager (Inside Sales)

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