Manager of Customer Engagement and Experience

Manager of Customer Engagement, Department of Economic Research

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Description

The Executive Office of Labor and Workforce Development (EOLWD)’s Department of Economic Research (DER) is seeking a Manager of Customer Engagement to support service delivery and the dissemination of its labor market information, research, and resources.

Reporting to the Director of Strategy and Engagement, the Manager of Customer Engagement will collaborate with DER’s research and production units to ensure DER’s resources are accessible, up-to-date, and appropriately promoted to relevant audiences. In addition to producing and maintaining web pages, newsletters, and other collateral to help highlight DER’s work, the Manager of Customer Engagement also provides direct assistance to DER’s users by answering questions and providing instructions for using DER data and tools. This position will interact frequently with EOLWD and its agencies such as the MassHire Department of Career Services, as well as external stakeholders in academia and the general public.

The ideal candidate for this role will be a motivated self-starter with a passion for public service and commitment to accessibility and equity. They will have experience in communicating data and research findings to a diverse audience and possess excellent intrapersonal and organizational skills that enable them to balance competing stakeholder priorities and multiple projects.

Responsibilities Include :

Collaborates across DER units to disseminate labor market information, research, and concepts in multimedia formats including reports, data visualizations and stories, infographics, social media posts, videos, etc. with an emphasis on web pages and online content.

Manages external customer communications including tracking and responding to general inquiries in a professional and timely manner; escalating issues to relevant team members and following up when necessary.

Ensures best practices for accessibility and DER branding are appropriately implemented across all DER products; assists in formatting reports, memos, and other collateral; develops templates, tools, guides, and internal staff trainings to streamline creation of these items.

Provides project management support including scoping, planning, timelines, resource coordination, and administration for dashboards, web pages, reports, and other projects.

Assists in developing stakeholder profiles and user-journey maps to identify and implement performance metrics and opportunities for improved service delivery.

Provides administrative support to the Director of Strategy and Engagement including scheduling, resource organization, documentation, etc.

Other duties as assigned.

Knowledge, Skills, and Abilities

Public Sector Customer Service : Experience providing direct customer service in a public-service oriented setting via email, phone, and in-person.

Multimedia Production Skills : Ability to produce and update content for virtual distribution, including blogs, social media posts, videos, infographics, and more using Microsoft and Adobe products.

Strong Written & Verbal Communication Skills : Ability to communicate complex information, concepts, and instructions in writing to a diverse audience of stakeholders with varying levels of expertise.

Project Management : Strong project management and organizational skills to handle multiple and sometimes competing priorities to deliver high-quality work for both long-term projects and those on tight deadlines.

Collaboration Tools : Proficiency with Microsoft Office suite and experience in collaborating using tools like Teams, SharePoint, Excel, PowerPoint. Experience creating transferable templates.

Labor Market Information : Develop and maintain a thorough understanding of the different types of labor market information published and used by DER, including where to locate data and methodology information.

Accessibility Best Practices : Experience implementing accessibility best practices both within an organization as well as across all publications and resources.

Public Service Orientation : Passion for public service and improving labor market outcomes for people and businesses in Massachusetts through data-driven insights.

Note on preferred qualifications : The Department of Economic Research is committed to hiring individuals that are public service driven and help provide a diversity of perspectives and insights into the state of the economy in Massachusetts. We encourage capable, mission motivated applicants to apply even if they don’t meet 100% of the above qualifications. Many of the knowledge, skills, and abilities above can be substituted with experience and / or taught through on-the-job training with DER experts.

About the Department of Economic Research

The Department of Economic Research has a public sector mandate to collect, refine, and dispense labor market information that provides timely and accurate insights into the current, past, and future states of the Massachusetts economy. In addition to DER’s foundational workforce data collection efforts, the department also seeks to support the program and policy needs of the Executive Office of Labor and Workforce Development through agile and actionable economic briefing materials, stellar analysis, and timely research. Throughout DER’s economic data collection, analysis, and dissemination processes, the department remains committed to increasing accessibility and inclusivity – bringing to light equity disparities in the workforce based on gender, race, ethnicity, and ability, among other aspects, while also highlighting the importance of the contributions many traditionally marginalized groups make to the success of the Massachusetts economy.

About the Executive Office of Labor and Workforce Development

The mission of the Executive Office of Labor and Workforce Development (EOLWD) is to create, operate and oversee effective and innovative statewide services to : protect worker rights, health, safety, wages and working conditions; insure against job-related injury; provide individuals and families with economic stability following job loss or injury and illness; level the playing field for responsible employers; develop a pipeline of skilled workers for current, emerging and future employers; and, maintain labor harmony between employees, employers, and labor unions. EOLWD oversees the Departments of Economic Research, Unemployment Assistance, Career Services, Labor Standards, Industrial Accidents, Labor Relations, Family and Medical Leave, as well as the Division of Apprentice Standards, Council on the Underground Economy, and the quasi-public agency, the Commonwealth Corporation.

MINIMUM ENTRANCE REQUIREMENTS :

Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, professional internship, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management or (B) any equivalent combination of the required experience and substitutions below.

Substitutions :

• A certificate in a relevant or related field may be substituted for one (1) year of the required experience.
• A Bachelor's degree in a related field may be substituted for two (2) years of the required experience.
• A Graduate degree in a related field may be substituted for three (3) years of the required experience.
• A Doctorate degree in a related field may be substituted for four (4) years of the required experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

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