Customer Experience Manager (Utility Manager)

Full-time position available with the Water Department, Consumer Services Division, located at 4800 E 63rd St.
Salary Range: $7,268-$10,902/month
Normal Work Days/Hours: Monday-Friday 8:00a.m.-5:00p.m.
Application Deadline Date: March 3, 2026


Responsibilities

• Leads the Quality Assurance and Training efforts for the business operations groups of KC Water, encompassing billing, consumer services, revenue protection, finance, and dispatch.
• Supervises the Customer Experience Trainer, 311 Liaison, and GOV QA staff, ensuring alignment with departmental goals.
• Facilitates a culture of continuous improvement and customer-centric service delivery across all operations.
• Plans, conducts, and coordinates comprehensive training programs tailored for the Contact Center, Dispatch, Finance, and Revenue Protection staff, focusing on onboarding new hires and upskilling existing employees.
• Develops individual coaching plans, resource materials, and ongoing training schedules using both in-person and remote learning platforms.
• Establishes and implements quality assurance standards and metrics to evaluate service delivery and customer interactions.
• Conducts regular evaluations of customer interactions through call monitoring, providing actionable feedback and trend analysis to management.
• Identifies training needs by analyzing customer interactions, reviewing performance data, and consulting with management.
• Develops innovative training techniques and resources to enhance the effectiveness of customer service representatives.
• Works closely with the business operations teams to align training efforts with operational goals.
• Engage in cross-departmental initiatives to promote best practices in customer service and operational efficiency.
• Act as a Subjects Matter Expert during system implementations, ensuring that training and quality assurance components are integrated effectively into new processes.
• Supports training budget management by recommending budget items and controlling associated costs.
• Maintains updated records of training curricula, materials, and performance metrics.
• Prepares and presents reports on training effectiveness, quality assurance results, and overall customer experience initiatives to senior management.
• Supervises quality and training staff, fulfilling responsibilities in accordance with organizational policies and applicable laws.
• Responsibilities include interviewing, hiring, training, and developing employees; planning, assigning, and directing work; appraising performance; addressing complaints; and resolving problems.
• Performs other duties as assigned.

Qualifications

REQUIRES an Accredited bachelor's degree and 5 years of professional experience in business or public sector administration. Such experience is to be of a progressively responsible nature, with at least 3 years at the level of Senior Administrative Assistant; OR an equivalent combination of education and experience with at least 4 years at the level of Senior Administrative Assistant. Preference given to applicants with 3 plus years of utility industry experience, 5 plus years in a call center environment, and 3 plus years of process, procedures documentation, and development.


Other Information

Military veterans encouraged to apply

Why You'll Love Working with Us - Core Employee Benefits (Benefits offered to all permanent employees unless otherwise specified)

Comprehensive Health Coverage
Affordable medical, dental, and vision plans with multiple options and low employee contributions.

Generous Paid Time Off
Enjoy vacation, sick leave, and 13 paid holidays-with accruals that grow the longer you're with us.

Secure Retirement Planning
City-funded pension plan plus an optional 457 savings plan to help you build long-term financial security.

Support for Life's Big Moments
Paid parental and bereavement leave to help you navigate major life events with peace of mind.

Tuition Assistance
Get reimbursed for eligible education expenses-invest in your future while you work.

Income Protection
Short- and long-term disability coverage options to safeguard your earnings.

Life Insurance Provided
City-paid life insurance with the option to add more coverage for extra peace of mind.

Community Volunteer Leave
Take up to 8 hours annually to give back to causes you care about.

Want the Full Picture?
Click here for a complete benefits summary.

URGENT!!! CRITICAL RECRUITMENT INFORMATION

Applications and/or resumes are evaluated on the information received by the application deadline. Please ensure that your application or resume clearly demonstrates how you meet the minimum qualifications for the position for which you are applying, this includes providing all relevant educational dates and a detailed description of relevant work experience, including months/years of employment. Applications and/or resumes may not be considered if information is incomplete.

In order for a resume to be used in lieu of an application the resume must have been submitted online via the City's Applicant Tracking System.

Positions requiring a high school diploma/GED certificate must be obtained from a school/program accredited by the Department of Education and recognized by the U.S. Secretary of Education.

The minimum education requirement for positions that allow for experience equivalency for an accredited degree is a high school diploma. Unless otherwise specified, an accredited degree must be obtained from a college or university listed with the U.S. Department of Education and recognized by the U.S. Secretary of Education.
For positions with a salary grade of EX6 or higher that require an accredited degree, qualifying professional experience must be obtained AFTER the accredited degree is obtained.
Successful completion of a pre-employment criminal history/background check is required for all positions. Some positions require a post offer drug screen and/or physical.

If appointed, non-residents must obtain residency inside Kansas City, Missouri's city limits within nine months.

The City of KCMO is an equal opportunity employer that values diversity and inclusion in the workplace. The City is committed to providing a workplace environment for its employees and citizens free from discrimination based on race, color, sex (including pregnancy), national origin, religion, age, disability, marital status, genetic information, sexual orientation, or gender identity. For more information, please see our EEO Policy

The City of KCMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 816-513-1908 or send an e-mail to accommodations@kcmo.org .

If claiming military veterans' preference points, you must attach a copy of your DD-214 or a DD-256 (for reservists). To claim veterans' points you must have served 180 days of regular active duty service and be discharged or released under honorable conditions during peacetimes or 90 days of active duty service, one (1) day during "wartime" and a last discharge or release under honorable conditions. (DOD) 38 U.S. Code • 4211).

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• City of Kansas City

• 816-513-1903

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