Customer Experience Project Management Supervisor

As a Customer Experience Project Management Supervisor, you will be a part of the Smart Energy – Smart Grid Solutions business which supports the growing demand for energy efficiency and utility solutions.

In this role you will oversee and coordinate customer experience projects to ensure the delivery of exceptional end-to-end customer journeys.

You will lead project teams, manage timelines, and drive initiatives that enhance customer satisfaction and operational efficiency.

You will report directly to the Sr.

Marketing Manager, and you’ll work from our Richmond, VA office on a hybrid work schedule.

In this role, you will impact the overall customer experience by ensuring projects are executed effectively, aligning with strategic CX goals, and fostering collaboration across teams to deliver superior customer outcomes.

• Supervise and coordinate customer experience project activities, including call center and rebate processing initiatives, from project initiation through completion while ensuring timelines, budgets, and processes are maintained.
• Develop and maintain project schedules, resource plans, risk mitigation strategies, and priorities while proactively managing multiple projects in an ambiguous and fast-paced environment.
• Collaborate effectively with cross-functional teams, internal stakeholders, operations, and external clients to align project objectives, meet business goals, and successfully deliver client outcomes in a matrix environment.
• Serve as a trusted partner and primary liaison for internal teams and clients, building and maintaining strong client relationships while providing thought leadership, expertise, and knowledge sharing.
• Demonstrate strong attention to detail and a continuous-improvement mindset by identifying opportunities to enhance processes, improve customer experiences, and increase operational effectiveness.