Administrator of Customer Experience Central Office MVE

A position in the Missouri Department of Corrections is more than a job. It's a calling. C orrections employees transform lives, equipping Missourians in the criminal justice system with the skills they need to contribute to their communities, inside and outside our walls. More than 95 percent of people who enter the prison system ultimately are released. We want to make sure they’re good neighbors.

We offer great benefits!

Missouri State Employee Retirement System / Deferred compensation plan / Health insurance (medical, vision, dental for employees and family) / Paid life insurance / Long-term disability insurance / Cafeteria plan / Paid holidays / 10 hours annual leave per month / 10 hours sick leave per month / Uniforms provided when required / Pre-service and in-service training / Access to credit union / Direct deposit of paycheck (required) / Employee health, wellness and safety initiatives / MOST 529 College Savings Program. The Missouri Department of Corrections is an equal opportunity employer and a drug-free workspace.

Lead the strategic transformation of Missouri Vocational Enterprises to a customer experience-focused organization while overseeing vocational training and reentry programs. Direct customer experience initiatives across the $31 million self-sustaining correctional industries program operating 21 factories across 12 correctional facilities. Develop and implement comprehensive customer experience strategies that enhance satisfaction, drive revenue growth, and support the organization’s dual mission of vocational training and exceptional service delivery. Supervise reentry training coordination to ensure alignment between workforce development outcomes and customer service excellence.

ESSENTIAL FUNCTIONS

Customer Experience Strategy & Leadership:

• Develop and execute comprehensive customer experience strategy aligned with MVE’s operational capabilities and correctional industry context
• Lead organizational transformation from production-focused to customer-centric culture across all 21 factory operations
• Establish customer experience standards, policies, and procedures that balance service excellence with security requirements
• Create customer journey mapping and identify optimization opportunities throughout the sales and service process
• Collaborate with executive leadership to integrate customer experience metrics into organizational performance measures

Customer Relationship Management:

• Oversee end-to-end customer relationship lifecycle from initial inquiry through post-delivery satisfaction
• Develop and maintain strategic relationships with key state agencies, local governments, and authorized purchasers
• Implement customer retention strategies and programs to maximize customer lifetime value
• Establish customer advisory groups and feedback mechanisms to drive continuous improvement
• Manage escalated customer issues and ensure timely resolution of complex service challenges

Operations & Service Delivery:

• Work with production teams across 12 facilities to ensure customer requirements are met or exceeded
• Coordinate with facility administrators to balance customer service delivery with correctional security protocols
• Oversee order fulfillment processes, delivery schedules, and quality assurance programs
• Implement service level agreements and performance metrics aligned with customer expectations
• Develop contingency plans for service disruptions due to facility operations or security requirements

Data Analytics & Performance Management:

• Establish comprehensive customer experience measurement systems including satisfaction scores, retention rates, and service metrics
• Analyze customer data to identify trends, opportunities, and areas for improvement
• Develop regular reporting on customer experience KPIs for executive leadership and stakeholder communications
• Utilize customer feedback and data analytics to drive product development and service enhancements
• Coordinate with MOVERS system implementation to ensure customer data integration and accessibility

Team Leadership & Development:

• Build and lead cross-functional customer experience team including customer service, sales support, and quality assurance functions
• Supervise Reentry Training Coordinator to ensure vocational training programs align with customer experience goals and employer expectations
• Develop customer service training programs for staff across all facility locations
• Collaborate with Marketing Manager to ensure consistent customer messaging and brand experience
• Foster customer-centric culture among production supervisors and facility-based staff
• Establish recognition and incentive programs that reward exceptional customer service delivery
• Integrate vocational training outcomes with customer experience metrics to demonstrate dual mission success

Minimum Qualifications:

Eight or more years of progressive experience in customer experience, customer service, client relationship management, or change management.

(Earned credit hours from an accredited college or university with earned credit hours in marketing, business administration, or related field may substitute for up to four years of the listed experience at a rate of 30 earned credit hours for one year)

Preferred Qualifications/Skills:

• A bachelor’s degree in business administration, marketing, customer experience or related field.
• A master’s degree or professional certifications in customer experience
• Experience leading customer experience transformation initiatives in manufacturing, government, or service organizations.
• Demonstrated success in developing and implementing customer retention and satisfaction programs.
• Experience managing multi-location operations and remote teams
• Background in government contracting or public sector customer service.

Technical skills:

• Proficiency with customer relationship management (CRM) systems and customer experience platforms.
• Experience with data analytics tools and customer satisfaction management systems.
• Knowledge of MOVERS MRP system integration capabilities.
• Understanding of quality management systems and service delivery frameworks.

All requested documents MUST be received by the closing date listed.

Contingent upon your position, you may also be eligible to receive:

• A $2.00 per hour shift differential if you are assigned to a shift that begins on or between 12:00pm (noon) and 5:00am and are employed at a 24/7 congregate care facility (i.e. institution, transition center, supervision center, or command center).
• A $0.75 per hour maximum security stipend if you work full-time at a qualifying facility.
• A $1.00 per hour restrictive housing stipend if you are assigned a regular post within a restrict housing/segregation unit at any facility.

The Department of Corrections currently offers a guaranteed 1% pay increase for every two years of continuous service up to 20 years!

The Missouri Department of Corrections is proud to have a tradition of promotion from within for employees looking for and seeking distinctive career paths. As you work for the department, we invite you to consider your goals and make choices to actively head toward them. We seek to recognize employees who serve with distinction.

DOC.Employment@doc.mo.gov

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• State of Missouri

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