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 relationships with existing and prospective Michael Baker International clients to ensure client-focused performance. Conferring with team members to provide advice, counsel, and resolve problems. Demonstrating creative problem-solving and organizational skills, making thorough and quick decisions considering the needs of clients and Michael Baker International. Communicating proactively and thoroughly with clear, direct, and effective oral and written communication skills. Other duties as assigned.

 Professional Requirements

Four-year bachelor’s degree Current Project Management Professional (PMP) certification Minimum of 7 years of professional experience and a minimum of 4 years of project management experience. Understanding of National Flood Insurance Program (NFIP) and Risk MAP program or ability to quickly learn major elements of these programs. Due to various contract requirements, the ability to obtain a Public Trust Clearance is required (U.S. Citizenship or permanent residency). Strong attention to detail and demonstrated ownership and accountability for work. Capability to work in a dynamic environment, including a demonstrated willingness to be flexible and adaptable to changing priorities. Ability to work collaboratively. Strong multi-tasking and organizational skills.

Preferred 

Industry involvement (e.g., Association of State Floodplain Managers (ASFPM), Project Management Institute (PMI) and Customer Experience Professionals Association (CXPA) are preferred). Certified Customer Service Professional (CCSP) Certified Customer Experience Professional (CCXP) Certified Flood Plain Manager (CFM). Familiarity with FEMA Strategic Plan and Customer Experience goals. Bilingual English and Spanish proficiency are desirable.

Applicable Skills 

Ability to properly recognize the need for, address and manage change.  Desire to understand and articulate a wide range of topics. Understanding of data analytics, and resource and time management.

COMPENSATION 

The approximate compensation range for this position $97,593.60 - $153,732.80 per year. This compensation range is a good faith estimate for the position at the time of posting. Actual compensation is dependent upon factors such as education, qualifications, experience, skillset, and physical work location.  

 

BENEFITS 

We offer a comprehensive benefits package including: 

Medical, dental, vision insurance  401k Retirement Plan  Health Savings Account (HSA)  Flexible Spending Account (FSA)  Life, AD&D, short-term, and long-term disability  Professional and personal development  Generous paid time off  Commuter and wellness benefits 

 

MICHAEL BAKER INTERNATIONAL EEO STATEMENT

Michael Baker International is proud to be an Affirmative Action/Equal Opportunity Employer. Michael Baker International provides equal employment opportunity for all persons, in all facets of employment. Michael Baker International maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks. We encourage all qualified applicants to apply for any open position for which they feel they are qualified, and all will receive consideration for employment without regard to race, color, religion, age, gender, sexual orientation, gender identity, national origin, citizenship status, marital status, genetic information, disability, protected veteran status or any other legally protected status.

 

EEO is the Law. Applicants to and employees of Michael Baker International are protected under Federal law from discrimination.