Customer Engagement Manager

Job Description:

Customer Engagement Manager

Description

Summary

Minimum Starting Salary $87,000.00 annually

The City of Waco Seeks
A Customer Engagement Manager who will drive exceptional client relationships, can demonstrate exceptional Communication and Interpersonal skills, and has a Customer-Centric mindset. The Customer Engagement Manager (CEM) is responsible for leading and enhancing communication between the city's residents, businesses, and municipal departments. This role oversees the operations of the city's Customer Engagement Call Center and Customer Care divisions, ensuring exceptional service delivery, efficient issue resolution, and consistent resident satisfaction.

Minimum Qualifications
Required:
H.S. Diploma or GED and 5 years' experience in customer service, community engagement, or public relations, preferably in a government or municipal setting and
2 years' experience in a leadership or managerial role
Valid Texas Driver License

Preferred:
Bachelor's Degree Public Administration, Communications, Business, or a related field

Position Overview
The CEM drives engagement strategies, manages a team of call center professionals, and works cross-functionally with city departments to address concerns, gather feedback, and continuously improve city services. Serving as a key liaison, the CEM advocates for residents and ensures their voices are heard in municipal decision-making.

Essential Functions

• Oversees daily call center and customer care operations, ensuring prompt, courteous, and accurate handling of resident inquiries and requests.
• Develops and implements standard operating procedures and service benchmarks to maintain high performance levels.
• Monitors key metrics such as call volume, response time, resolution rates, abandoned calls, other multichannel customer operations, including the customer portal, call out services, emails, letters, text messages chat, AI assisted interactions, and customer satisfaction to ensure service standards are met.
• Leads, coaches, and supports the Customer Engagement & Customer Care Teams to deliver exceptional service to the public.
• Conducts performance reviews, sets team goals, and provides individualized coaching and development plans. • Ensures compliance with city policies, privacy standards, and professional conduct guidelines.
• Designs and implements engagement strategies to enhance communication and trust between the city and its residents.
• Handles escalated customer concerns, ensuring empathetic and professional resolution aligned with city values.
• Gathers community feedback to identify service gaps and recommend enhancements.
• Partners with departments to pilot and implement innovative solutions that align with community needs.
• Evaluates current workflows and implements improvements to enhance service delivery and operational efficiency.
• Leads the response efforts during emergencies or citywide incidents, ensuring coordinated and timely communication.
• Analyzes customer service data and engagement trends to identify issues and opportunities.
• Prepares detailed reports for city officials and departments, outlining progress on strategic goals and resident satisfaction initiatives.
• Represents the city at public meetings, forums, and outreach events, promoting municipal programs and services.
• Advocates for community concerns in internal policy discussions and planning efforts, ensuring resident needs are prioritized.

Required for All Jobs

• Performs other related duties as assigned.
• Complies with all policies and standards.
• Supports the relationship between the City of Waco and the general public by demonstrating courteous and cooperative behavior when interacting with residents, visitors, and City staff; maintains confidentiality of work-related issues and City information.
• Lives the City of Waco Values: equity & inclusion, excellence & innovation, integrity, people, and teamwork.
  

The City of Waco offers a complete benefits package for eligible employees including; health, dental, vision, Employee Assistance Program (EAP), Flexible Spending Accounts, life insurance, long term and short term disability, retirement, deferred compensation plans, holidays, vacation, sick leave, credit union and savings bonds.

To learn more about the benefits offered, visit our Benefits page.

Why Work For Waco:

• Meaningful and challenging work
• Make a difference and improve communities
• Competitive Salary and Benefits
  • Full Range of Benefits, including Health, Dental, Vision, Disability, and Life Insurance
  • Mandatory TMRS Retirement Plan with a 2:1 City Match
  • Education Assistance Program
  • Paid Parental Leave
  • Employee Assistance
  • Longevity Pay
  • And More!
• Chance to do work you are passionate about
• Desire to give back