Top 225 Customer service manager Jobs in Potomac, Md

Manager, Customer Experience
WSSC Water —Laurel, MD
- $111,298 - $189,507 a year
- Full-time
- 5 years
- Office
- Residential
1d
Customer Support Manager
Kalibri Labs —Washington, DC
- $95,000 - $110,000 a year
- Full-time
- Remote
- Mid-level
- Bachelor's degree
- Travel
- Health insurance
- Dental insurance
Quick Apply
8d
Community Services Concierge Supervisor
National Lutheran Communities & Services —Rockville, MD
- $26.75 - $32.25 an hour
- Weekends as needed
- Mid-level
- High school diploma or GED
- Supervising experience
- 403(b) matching
- Disability insurance
Quick Apply
6d
Contact Center Manager, Client Services
TELAFORCE, LLC —Rockville, MD
- Hybrid work
- Analysis skills
- Mentoring
- Scripting
Quick Apply
Client Operations Manager
Quest Diagnostics —Chantilly, VA
- From $93,200 a year
- Full-time
- Microsoft Excel
- Microsoft Outlook
- 5 years
- Employee stock purchase plan
- Disability insurance
Quick Apply
Healthcare Customer Service Team Lead (Remote)
Patient Accounting Service Center, LLC —Washington, DC
- $20 - $21 an hour
- Full-time
- Remote
- Bilingual
- HIPAA
- Mid-level
- AD&D insurance
- Disability insurance
Quick Apply
Customer Service Manager (Client Experience)
National Board for Certification in Occupational Therapy, Inc —Gaithersburg, MD
- $85,000 - $95,000 a year
- Full-time
- Hybrid work
- High school diploma or GED
- Ability to lift 50 pounds
- Quality control
- Profit sharing
- Disability insurance
Quick Apply
7d
Customer Communications Center (CCC) Supervisor (Management Analyst II)
Fairfax County Government —Fairfax, VA
- $70,149.87 - $122,762.22 a year
- 12 hour shift
- Microsoft Outlook
- Ability to walk for extended periods
- Writing skills
- Disability insurance
- Health insurance
3d
Customer Support Lead
SteerBridge —Vienna, VA
- $100,000 - $115,000 a year
- Full-time
- Hybrid work
- Mid-level
- Supervising experience
- Bachelor's degree
- Paid holidays
- Health insurance
Quick Apply
Service Desk Operations Manager
HUMAN TOUCH LLC —Washington, DC
- $100,000 - $125,000 a year
- Urgently hiring
- Office
- Business development
- Supervising experience
- Health insurance
- Dental insurance
Quick Apply
11d
Central Station Manager 3rd
Datawatch Systems, Inc —Bethesda, MD
- $70,000 - $80,000 a year
- Weekends as needed
- Pass drug screening
- Mid-level
- Criminal background check
Quick Apply
Team Leader
Koniag Government Services —Washington, DC
- $85,000 - $115,000 a year
- Full-time
- Microsoft Outlook
- Mid-level
- Office
- Paid holidays
- Health insurance
Supervisory Customer Service Tax Specialist
Office of The Chief Financial Officer —Washington, DC
- $92,664 - $137,565 a year
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Mid-level
6d
Service BDC Manager
Joyce Koons Automotive —Manassas, VA
- $50,000 - $60,000 a year
- Full-time
- Dealership
- Mid-level
- Mentoring
- Health insurance
- Dental insurance
Quick Apply
6d
Project Manager - Long-Term Client Services specialized in Abundance Mgmnt & Chronic Disorganization
Town & Country Move Management —Gaithersburg, MD
- From $24 an hour
- Part-time
- Mid-level
- Residential
- Pre-employment physical examination
Quick Apply
5d
Associate Service Manager
Tesla —Rockville, MD
- $92,205 - $153,900 a year
- Full-time
- Mid-level
- Driver's License
- Bachelor's degree
- Commuter assistance
- Health savings account
Limited Service Call Center Supervisor
Maximus —Tysons, VA
- $45,000 - $60,000 a year
- Extended hours
- Mid-level
- 3 years
- Bachelor's degree
- Paid holidays
- Disability insurance
5d
Manager of Technical Support
Datawatch Systems, Inc —Bethesda, MD
- $85,000 - $105,000 a year
- Full-time
- Pass drug screening
- Mid-level
- Office
Quick Apply
Call Center Supervisor - DC
Verida Inc —Washington, DC
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Computer literacy
Quick Apply
Community Support Services Team Lead
FirstService Residential —Fairfax, VA
- $28 an hour
- Extended hours
- Hybrid work
- Microsoft Outlook
- Mid-level
- Office
- Paid holidays
- Health insurance
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
1 day 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

customer service manager jobs in potomac, md

Manager, Customer Experience

Customer Support Manager

Community Services Concierge Supervisor

Contact Center Manager, Client Services

Client Operations Manager

Healthcare Customer Service Team Lead (Remote)

Customer Service Manager (Client Experience)

Customer Communications Center (CCC) Supervisor (Management Analyst II)

Customer Support Lead

Service Desk Operations Manager

Central Station Manager 3rd

Team Leader

Supervisory Customer Service Tax Specialist

Service BDC Manager

Project Manager - Long-Term Client Services specialized in Abundance Mgmnt & Chronic Disorganization

Associate Service Manager

Limited Service Call Center Supervisor

Manager of Technical Support

Call Center Supervisor - DC

Community Support Services Team Lead

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