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Ascension LLC is seeking a Customer Engagement Manager to lead customer-facing engagement, outreach coordination, communications planning, survey execution, customer contact update campaign support, opt-out tracking workflow design, and stakeholder reporting for WSSC Water’s Advanced Metering Infrastructure (AMI) deployment.

This role is central to reducing customer confusion, minimizing adoption risk, and supporting a smooth transition from legacy metering and quarterly billing processes to AMI-enabled customer service, customer portal adoption, and monthly billing readiness. WSSC Water’s requirements call for a comprehensive Stakeholder Engagement Program that includes a Stakeholder Communication Plan, general customer education, targeted pre-installation outreach, customer contact information updates, opt-out tracking, customer feedback surveys, call center oversight, and stakeholder reporting.

The ideal candidate will be a strong public-sector engagement leader who can operate at the intersection of customer communications, utility operations, field deployment, call center coordination, survey management, and executive reporting. This individual should be comfortable leading high-volume customer engagement activities in a complex operational environment where clear messaging, issue escalation, data accuracy, and stakeholder confidence are critical to program success.

Summary of Contractor Role

The Customer Engagement Manager will serve as the primary lead for planning, coordinating, and executing customer engagement activities in support of WSSC Water’s AMI full deployment. The role will help develop and maintain engagement workflows, customer communication materials, campaign scripts, customer contact update processes, survey tools, dashboard inputs, and reporting products needed to keep WSSC Water leadership, internal stakeholders, external stakeholders, and customers informed throughout deployment.

The role will support communications related to AMI smart meters, customer portal benefits, installation timelines, customer impacts, opt-out options and fees, appointment scheduling, post-installation expectations, customer portal sign-up, billing transition, and monthly billing education. WSSC Water specifically requires customer and stakeholder education before AMI installations begin, including outreach to customers, HOAs, civic associations, elected officials, and other external stakeholder groups.

The Customer Engagement Manager will also coordinate closely with the AMI Deployment Vendor, WSSC Water’s customer care teams, the call center or troubleshooting function, field deployment teams, reporting staff, and program leadership to ensure that customer-facing activities remain aligned, consistent, timely, and measurable.

Anticipated Day-to-Day Activities

• Lead the execution of the Stakeholder Engagement Program in alignment with WSSC Water’s AMI deployment schedule, customer care priorities, and communications approval process.
• Develop and maintain the Customer Engagement Plan, including communication cadence, outreach channels, target audiences, message themes, approval workflows, escalation paths, and reporting expectations.
• Coordinate customer-facing communications that explain AMI smart meters, customer portal benefits, project timelines, customer impacts, opt-out options, billing conversion, installation expectations, and monthly billing transition.
• Design and support the Customer Contact Information Update Campaign, including scripts, messaging, data collection processes, outreach methods, campaign tracking, and coordination with WSSC Water for approval of campaign materials.
• Support collection of customer contact data, including phone number, email address, owner or tenant status, and other approved data elements, and ensure information is provided to WSSC Water in the required format.
• Coordinate multi-channel outreach methods, which may include email, mailers, call scripts, digital content, community outreach, field coordination, and door-to-door canvassing where required by the approved campaign approach.
• Track opt-out customer requests using a defined submission form, communication protocol, routing process, and internal awareness workflow across the deployment team and WSSC Water team.
• Develop and manage customer feedback survey activities, including survey design, approval coordination, post-installation feedback collection, customer portal usage questions, issue monitoring, and trend reporting.
• Monitor customer survey responses and engagement feedback to identify recurring concerns, misinformation, adoption barriers, customer service issues, and opportunities for improved messaging.
• Provide reports of key survey findings to WSSC Water and the AMI Deployment Vendor, including actionable insights for improving communications, installation coordination, portal adoption, and customer experience.
• Oversee coordination with the AMI Deployment Vendor’s call center, troubleshooting, and complaints activities to identify performance trends, recurring customer concerns, escalation needs, and service improvement opportunities.
• Coordinate with WSSC Water communications, customer service, billing, meter operations, field deployment, and program management stakeholders to maintain message consistency across outreach channels.
• Prepare stakeholder engagement reporting inputs, including progress of the Customer Contact Information Update Campaign, completed and upcoming community meetings, deployment vendor call center performance, engagement feedback, and customer insights.
• Support external stakeholder reports that provide high-level progress updates and metrics for public-facing or leadership-facing audiences, as requested by WSSC Water.
• Facilitate meetings with internal and external stakeholders, capture decisions and action items, and ensure engagement issues are routed to the appropriate program leads.
• Review draft outreach materials, customer scripts, FAQs, presentations, talking points, survey instruments, and status reports for clarity, accuracy, consistency, and customer sensitivity.
• Coordinate customer outreach activities with field deployment schedules, installation phasing, billing transition milestones, and call center readiness.
• Identify customer experience risks and recommend mitigation actions to reduce complaints, improve adoption, support monthly billing readiness, and maintain public trust.
• Maintain engagement trackers, issue logs, campaign status dashboards, outreach calendars, stakeholder lists, approval logs, and reporting artifacts.
• Support leadership briefings by translating customer engagement data, call center feedback, survey findings, and outreach progress into concise, decision-ready reporting.