Top 2746 Demand manager Jobs in Rockville, Md

Manager, Customer Experience
WSSC Water —Laurel, MD
- $111,298 - $189,507 a year
- Full-time
- 5 years
- Office
- Residential
6d
Travel Manager
Anduril Industries —Washington, DC
- $112,000 - $149,000 a year
- Email
- Mid-level
- Office
- Microsoft Office
Quick Apply
Senior Marketing Manager (Demand Gen)
Tight —Washington, DC
- Full-time
- Mid-level
- Office
- 3 years
Fleet Services Manager (10061, Grade 30)
The Maryland-National Capital Park and Planning Commission - MC Parks —Gaithersburg, MD
- $82,183 - $148,244 a year
- 6 years
- Driver's License
- Bachelor's degree
- AD&D insurance
- Disability insurance
12d
Program Manager
University of Maryland —College Park, MD
- $73,812 - $88,574 a year
- Full-time
- Background check
- University
- Bachelor's degree
Sr. Manager, Digital Operations, CHHC Project (Storytelling) Fixed - Term
National Geographic Society —Washington, DC
- $99,750 - $105,000 a year
- Full-time
- System design
- Office
- 3 years
- Wellness program
- Commuter assistance
Lead Archivist, CHHC Project (Storytelling) Fixed-Term
National Geographic Society —Washington, DC
- $95,000 - $100,000 a year
- Full-time
- System design
- 3 years
- Bachelor's degree
- Wellness program
- Commuter assistance
Journeyman Program Manager
Evans Inc. —Washington, DC
- $137,000 - $152,000 a year
- 3 years
- Bachelor's degree
- US work authorization
- Paid parental leave
- Health savings account
Quick Apply
Proposal Manager
AAR Corp. —Washington, DC
- $130,000 - $150,000 a year
- Full-time
- Remote
- Microsoft Word
- Microsoft Excel
- 6 years
- AD&D insurance
- Paid holidays
Assistant Property Manager (CRE)
Cushman & Wakefield —McLean, VA
- $40.26 - $47.36 an hour
- Full-time
- Mid-level
- Office
- High school diploma or GED
- Health savings account
- Disability insurance
Quick Apply
5d
Project Manager II
Meso Scale Diagnostics, LLC. —Rockville, MD
- $101,400 - $154,700 a year
- Engineering
- Mid-level
- Office
- Paid parental leave
- AD&D insurance
Quick Apply
PRODUCT MANAGER - REMOTE
Palco —Arlington, VA
- Full-time
- Remote
- Computer Science
- 5 years
- Bachelor's degree
- Paid training
- AD&D insurance
Quick Apply
12d
STINGRAI PT Sr. Program Manager (Mgr Programs 3)
HII —McLean, VA
- $143,088 - $175,000 a year
- Part-time
- Remote
- 11+ years
- Master's degree
- High school diploma or GED
- Paid holidays
- Health insurance
Professional Development Manager
Morgan, Lewis & Bockius —Washington, DC
- $114,200 - $190,675 a year
- Online Application
- Hybrid work
- 5 years
- Research
- Analysis skills
- Paid time off
- Parental leave
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
Contracts Manager
Leidos —Washington, DC
- $92,300 - $166,850 a year
- Full-time
- Microsoft Excel
- 6 years
- Microsoft Outlook
Enterprise Field Service Manager (Construction)
BEAR COMMUNICATIONS INC —Chantilly, VA
- $87,000 - $92,000 a year
- Background check
- Microsoft Outlook
- Construction site
- Relocation assistance
- Paid time off
Quick Apply
Assistant Project Manager
Nichols Contracting Inc. —Columbia, MD
- $70,000 - $90,000 a year
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Writing skills
- Paid holidays
- Health insurance
Quick Apply
Contracts Manager
Leidos —Chantilly, VA
- $73,450 - $132,775 a year
- Full-time
- Hybrid work
- Microsoft Excel
- Microsoft Outlook
- Office
Lead Dentist - High Earning Potential
Bethesda Family Dentistry —Bethesda, MD
- $200,000 - $450,000 a year
- Dental office
- Doctoral degree
- HIPAA
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
6 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

demand manager jobs in rockville, md

Manager, Customer Experience

Travel Manager

Senior Marketing Manager (Demand Gen)

Fleet Services Manager (10061, Grade 30)

Program Manager

Sr. Manager, Digital Operations, CHHC Project (Storytelling) Fixed - Term

Lead Archivist, CHHC Project (Storytelling) Fixed-Term

Journeyman Program Manager

Proposal Manager

Assistant Property Manager (CRE)

Project Manager II

PRODUCT MANAGER - REMOTE

STINGRAI PT Sr. Program Manager (Mgr Programs 3)

Professional Development Manager

Construction Project Manager

Contracts Manager

Enterprise Field Service Manager (Construction)

Assistant Project Manager

Contracts Manager

Lead Dentist - High Earning Potential

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