Top 7877 Customer experience manager Jobs in Rockville, Md

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
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Store Manager with Seamstress Experience
Ocean Cleaners —Washington, DC
- $23 - $35 an hour
- Full-time
- English
- Mid-level
- Assembly
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QA/QC & Commissioning Manager – Data Centers
RF Services —Herndon, VA
- $95,000 - $100,000 a year
- Weekends as needed
- Background check
- Management
- Up to 50% travel
- Health savings account
- Health insurance
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7d
Landscape Operations Manager
C&C Custom Lawncare, Inc —Mount Airy, MD
- $80,000 - $100,000 a year
- Full-time
- Background check
- In-person
- Senior level
- Health insurance
- Dental insurance
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ISP/OSP Business Development Manager
Hylan —Sterling, VA
- $100,000 - $150,000 a year
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Up to 50% travel
- Health insurance
- Dental insurance
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Senior Knowledge Manager
Novel Applications of Vital Information, Inc. —McLean, VA
- $120,000 - $162,000 a year
- Full-time
- Background check
- 18 years or older
- Bachelor of Science
- Travel reimbursement
- Paid holidays
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Electrical Service Manager
F.H. Furr —Rockville, MD
- $90,000 - $130,000 a year
- Full-time
- Mid-level
- Residential
- Mentoring
- Disability insurance
- Health insurance
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Lead Mitigation Technician/PM
SERVPRO of Springfield & Mount Vernon, SERVPRO of Reston/Herndon —Alexandria, VA
- $50,000 - $80,000 a year
- Full-time
- Management
- Customer service
- Mid-level
- Paid training
- Health insurance
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4d
Hospice - RN Case Manager
JSSA —Rockville, MD
- From $90,000 a year
- Overtime
- RN License
- Customer service
- Mid-level
- Mileage reimbursement
- Health insurance
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Quality Control Manager
STA, Inc —Washington, DC
- $75,000 - $80,000 a year
- Full-time
- Background check
- Microsoft Excel
- Microsoft Outlook
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4d
Territory Sales Manager
NIXON MEDICAL —Beltsville, MD
- Full-time
- Hybrid work
- Marketing
- Mid-level
- Bachelor's degree
- Paid holidays
- Health insurance
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Construction Project Manager
Hercules Custom Iron, LLC —Frederick, MD
- $75,000 - $95,000 a year
- Full-time
- Background check
- Mid-level
- 3 years
- Health savings account
- Paid holidays
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15h
Electrical Service Manager
F.H. Furr —Capitol Heights, MD
- $90,000 - $130,000 a year
- Full-time
- Mid-level
- Residential
- Mentoring
- Disability insurance
- Health insurance
Quick Apply
Production Manager
C & V PAINTING SERVICES LLC —Gaithersburg, MD
- $55,000 - $65,000 a year
- Full-time
- Spanish
- Construction site
- English
- Professional development assistance
- Opportunities for advancement
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Lead Generator Technician (Commercial) Experience Required
South Mountain Generator —Odenton, MD
- $35 - $45 an hour
- Full-time
- Background check
- Clean driving record
- Mid-level
- Health insurance
- Paid time off
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13d
Construction Field Supervisor
Hylan —Sterling, VA
- $60,000 - $100,000 a year
- Full-time
- Construction site
- 5 years
- Mid-level
- Health savings account
- Health insurance
Quick Apply
Government and Public Sector - AI & Data - GenAI Developer - Manager
EY —McLean, VA
- $125,500 - $261,600 a year
- Computer science
- Azure
- Computer Science
- Paid holidays
- Health insurance
7d
ELECTRIC POWER GENERATION (EPG) SERVICE MANAGER
Carter Machinery Company, Inc. —Elkridge, MD
- $85,000 - $115,000 a year
- Sales
- Computer literacy
- Mid-level
- Disability insurance
- Health insurance
Manager of Revenue Operations
CARFAX —Centreville, VA
- $90,000 - $160,000 a year
- Full-time
- Organizational skills
- Senior level
- 4 years
Quick Apply
Swimming Pool Renovation Manager
Contemporary Watercrafters —Gaithersburg, MD
- Full-time
- Microsoft Word
- Background check
- Microsoft Excel
- Health insurance
- Dental insurance
Quick Apply

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Customer Service Manager (Client Experience)

National Board for Certification in Occupational Therapy, Inc
Gaithersburg, MD

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Job Details

Full-time
$85,000 - $95,000 a year

Benefits

Profit sharing
Disability insurance
Health insurance
401(k)
401(k) matching
Life insurance
Pet insurance

Qualifications

Customer communication
Managing teams in a customer support role
Tooling
Metrics Reporting
High school diploma or GED
Managing clients in a customer support role
CRM system proficiency
Technical troubleshooting support
Productivity software
Data-driven decision making
Technical Proficiency

Full Job Description

The Client Experience Manager is the lead member of the Client Management team, a core function within the Credentialing Services department, focused on delivering high-quality client support throughout the certification lifecycle. The team serves as the primary point of contact for candidates, certificants, and partners, providing responsive assistance, resolving inquiries, supporting exam administration, reviewing eligibility, and ensuring timely and accurate administrative processing, while collaborating closely with Credentialing Services to maintain consistency, compliance, and operational efficiency.

This role is focused on leading and managing the Client Management team and ensuring alignment, accountability, and effectiveness by establishing clear expectations and maintaining quality standards and compliance, while overseeing day-to-day service delivery operations. In addition, this role drives improvements to enhance customer experience and operational efficiency.

Scope of Responsibility:

Receives high-level objectives rather than task-level direction.
Sets team priorities, allocates resources, and resolves competing demands.
Makes independent people and delivery decisions within established goals.
Accountable for sustained performance, engagement, and development of a team.
Influences outcomes through planning, prioritization, and performance management.

Essential Functions
Leadership & Operational Oversight

Provides leadership for the Client Management team, including departmental structure, priorities, and decision-making.
Establishes and monitors performance and service delivery metrics to evaluate team performance, inform strategic priorities, and support continuous improvement in service delivery.
Serves as a liaison with the test administration partner by submitting and tracking support tickets, ensuring timely resolution for standard exam administrations.
Leads continuous improvement efforts to increase quality, efficiency, and effectiveness of customer service.
Drives adoption of AI-enabled tools and technologies to streamline workflows and improve accuracy.
Supports department and company-wide initiatives and cross-functional priorities.

People Management

Serves as the primary communication lead for the client management team, ensuring team alignment on products, services, policies, procedures, and organizational updates.
Leads training and change management efforts across the team.
Manages performance by clarifying expectations, addressing performance issues, and providing regular feedback, training, and coaching for skill development.
Establishes clear goals, expectations, and success metrics for direct reports.
Manages team workflows, cross-functional coordination, allocates resources effectively, and resolves complex operational issues.

Customer Experience & Service Excellence

Drives initiatives to enhance the overall customer experience across all service channels.
Develops and implements solutions to service challenges in digital platforms, communications, and service delivery.
Ensures consistent, high-quality customer service through clear expectations, monitoring, and coaching.
Maintains the ability to perform all core customer service functions and actively supports the team during high-volume periods, escalations, or resource constraints to ensure seamless service delivery.

Quality Assurance & Compliance

Ensures the quality and compliance of customer service activities by monitoring performance and service-related metrics.
Leads reviews and updates of forms, handbooks, website content, and other published materials to ensure accuracy, consistency, and compliance with policies, accessibility, and accreditation standards.
Collaborates with the team to resolve general, administrative, technical, and security-related complaints and investigations; ensures timely issuance of formal responses and accurate documentation for completeness, compliance, and quality.

And other job-related responsibilities as needed to support NBCOT’s mission, vision, and values.

Required Qualifications
Education and Experience

High school diploma or equivalent is required, associate’s degree or higher is preferred, along with 6+ years of progressively responsible experience in customer service, including 2+ years of people management experience, or equivalent combination of education and experience.
Demonstrated experience in enhancing customer service operations and implementing tools and technology.
Experience in tracking and analyzing metrics to inform decisions, implement improvements, and develop team members.

Technical Proficiency

Advanced knowledge of business and productivity software, Customer Relationship Management (CRM), and Microsoft 365.
Able to perform advanced-level tasks independently including customizing workflows, generating complex reports, troubleshooting issues, and providing training or support to others.

Competencies

Effective communication skills
People and performance management
Evidence-based decision making
Critical thinking
Customer orientation and service excellence
Attention to detail and results orientation
Continuous improvement
Collaboration
Adaptability and resilience

Work Environment and Physical Demands

Work environment – Hybrid
Work schedule – 35 hours per week (full-time)
Physical demands
- Sitting, standing, and walking – frequently (2.5-5.5 hours/day)
- Fine hand manipulation and grasping/handling (typing, using small tools) – frequently (2.5-5.5 hours/day)
- Reaching above shoulder level – rarely (not daily)
- Bending, stooping, pushing, pulling, lifting, and carrying up to 50 lbs. – rarely (not daily)

Salary: $85,000 - $95,000 depending on experience

Join Our Team

At NBCOT, justice, equity, diversity, and inclusion (JEDI) are an integral part of our mission and vision and having a diverse staff and inclusive workplace is one of the ways we put our values into action. We promote a culture where employees collaborate in an energizing environment while focusing on the high-quality work that makes us stand out in the certification industry. We also believe that life-work balance is important and demonstrate this belief with a generous benefits package that includes:

35-hour work week
over 30 paid days off each year
paid medical insurance
matched 401K plan and discretionary profit-sharing contributions
annual bonus and salary adjustments
covered life insurance and short-term and long-term disability
voluntary benefits: vision, term life, critical illness, accident,and pet insurance

NBCOT is proud to be on The NonProfit Times' list of The Best Nonprofits to Work For since 2014.

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Refine Your Search

customer experience manager jobs in rockville, md

Customer Service Manager (Client Experience)

Store Manager with Seamstress Experience

QA/QC & Commissioning Manager – Data Centers

Landscape Operations Manager

ISP/OSP Business Development Manager

Senior Knowledge Manager

Electrical Service Manager

Lead Mitigation Technician/PM

Hospice - RN Case Manager

Quality Control Manager

Territory Sales Manager

Construction Project Manager

Electrical Service Manager

Production Manager

Lead Generator Technician (Commercial) Experience Required

Construction Field Supervisor

Government and Public Sector - AI & Data - GenAI Developer - Manager

ELECTRIC POWER GENERATION (EPG) SERVICE MANAGER

Manager of Revenue Operations

Swimming Pool Renovation Manager

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