Customer Experience Manager (Program Analyst 3)

This role is pivotal in driving the adoption of customer service standards and best practices throughout the Department of Environmental Protection (DEP), aligning with the agency's modernization goals. You will engage in sophisticated analytical and evaluative tasks aimed at assessing, enhancing, and refining customer service operations, with a strong emphasis on prioritizing customer needs within agency workflows. Key responsibilities include the development and oversight of strategic initiatives, such as launching a customer service call center, establishing a Permit Ombudsman office, and managing stakeholder engagement activities. This position also entails providing leadership in the analysis of service delivery metrics, evaluating the effectiveness of programs, and crafting policy and operational recommendations designed to boost efficiency, enhance transparency, and elevate customer satisfaction.

 

Interested in learning more?  Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time up to 3 days per week.  In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania.  If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg.  The ability to telework is subject to change at any time.  Additional details may be provided during the interview.
• Salary: Selected candidates who are new to employment with the Commonwealth of Pennsylvania will begin employment at the starting annual salary of $67,736.00 (before taxes).
• You will receive further communication regarding this position via email.  Check your email, including spam/junk folders, for these notices.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

QUALIFICATIONS

Minimum Experience and Training Requirements:

• One year as a Program Analyst 2 (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration); or
• Three years of analytical experience, two of which include professional experience in program evaluation and the development of program recommendations, and a bachelor's degree; or
• An equivalent combination of experience and training.