Customer Experience Manager

Job Location: This position will be located at 4720 Scruggs Station Road, Jefferson City, Missouri.

Why you’ll love this position:

Join an innovative team dedicated to delivering outstanding customer service and creative design solutions for Missouri state agencies. In this role, you’ll lead two key teams; Customer Service and Graphics, while driving communications and strategies that have a statewide impact. If you’re passionate about leadership, creativity, customer service excellence, and collaboration, this opportunity is for you!

The salary indicated represents a base pay rate. If the individual selected or the position is eligible for a pay differential (e.g., shift, security, or years of service), it will be added to the total compensation in your paycheck. A pay differential does not raise your base pay.

• Lead and manage the Customer Service and Graphics teams to deliver a seamless, high-quality customer experience.
• Oversee the creation of visual assets and ensure compliance with brand standards and accessibility guidelines.
• Monitor and analyze customer feedback and service metrics to identify trends and drive improvements.
• Use project management skills to oversee and lead program initiatives.
• Create content for a monthly newsletter to inform state agencies about our services and updates.
• Support and provide backup to the Program Manager.
• Supervise, mentor, train, coach and evaluate team member performance.
• Oversee Enterprise Print Management and training.

Minimum Qualifications:

• Bachelor’s degree and 3-5 years of relevant experience. (Substitutions may be allowed.)
• Knowledge of supervisory practices.
• Ability to train, supervise, and evaluate team members.
• Ability to evaluate processes and make policy recommendations.
• Ability to organize work assignments.

Preferred Qualifications:

• Knowledge of print and mail operations.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to perform and direct work under pressure, make decisions, prioritize work and consult with agencies and Print Production Manager to meet deadlines.
• Ability to foster a healthy work environment.
• Ability to establish and maintain effective working relationships using tact, patience and courtesy with all team members, customers and leadership.

Lack of post-secondary education will not be used as the sole basis denying consideration to any applicant.

Successful background check results are required for employment in this position. This may include background checks involving a candidate's name and/or fingerprints and other screenings as needed for the specific position.

Authorization to work in the United States is a prerequisite of employment. The Office of Administration will not sponsor applicants for work visas.

The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here .

OARecruiters@oa.mo.gov

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• State of Missouri

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