Project Manager I - Customer Experience Project Manager (Hybrid)

WHO WE ARE

Michael Baker International is a leading provider of architectural, engineering and consulting services, including design, planning, environmental, construction and program management. The company provides its comprehensive range of services and solutions to support U.S. federal, state, and municipal governments, foreign allied governments, and a wide range of commercial clients. Michael Baker’s more than 3,000 employees across nearly 100 locations are committed to a culture of innovation, collaboration, and technological advancement to help solve challenges for clients and communities throughout the country. To learn more, visit https://mbakerintl.com/.

PLANNING PRACTICE 

We create, integrate, visualize, and communicate planning concepts as they move from the initial vision through implementation. Our planning professionals build strong client partnerships, working with residents, businesses, developers, educational and medical organizations, state and local governments, the military and other federal agencies to successfully plan the future of their communities or institutions. At Michael Baker International, we focus on people and places, improving communities and creating more sustainable, convenient, equitable, healthful, efficient, and attractive places.

DESCRIPTION

Michael Baker International is seeking an experienced and motivated project management professional with a strong background in customer experience, customer service and communications management to join our team. This person will excel in leading and managing projects to meet metrics and milestones and that focus on enhancing stakeholder communications and improving customer interactions. The Project Manager will support the Federal Emergency Management Agency (FEMA) and understand FEMA’s Risk Mapping, Assessment and Planning (MAP) and the National Flood Insurance Program (NFIP).

The candidate will work across Michael Baker’s portfolio of FEMA contracts as we support our client and their stakeholders to understand and act on their risk to natural hazards as we build a more resilient nation. In this role, this person will develop and implement customer experience strategies and initiatives, analyze customer feedback and data to identify improvement opportunities, and consistent and positive customer interactions across all touchpoints.  They will lead and collaborate with cross-functional teams to enhance customer satisfaction.

Responsibilities include:

• Fostering a culture of excellence, collaboration, communication, growth and accountability for the team.
• Supervising, coaching and motivating contract team members customer experience and customer service professionals, including working with task managers.
• Overseeing various tasks and ensuring successful completion or rollout of new activities and processes by team members.
• Providing customer experience and customer service expertise and oversight to contracts, including our contact center team.
• Applying customer experience best practices to improve customer service and contact center operations, emphasizing positive customer interactions.
• Establishing or improving standard operating procedures.
• Integrating new processes, technology, and metrics, as needed.
• Leading teams in achieving client-established and internal performance metrics, taking corrective action, as needed.
• Preparing reports and analyzing data to improve customer service processes, ensure resources are properly allocated, maximize efficiency and client satisfaction, improve customer experience, and produce client deliverables.
• Overseeing customer engagement training for contract staff.
• Planning and executing contract deliverables, including monthly, quarterly, and daily reporting.
• Reporting to leadership on relevant aspects of the project; to include, but not limited to; status updates, hot topics, client interactions, staffing needs, systems issues, etc.
• Supporting FEMA disaster response activities by providing planning oversight and supervision of staff, as necessary, including the possibility of having to work extended hours during times of disaster, including weekend support.
• Building rapport and establishing positive r