Customer Experience & CRM Engagement Lead

Octa; Orange (CA); On-site; USD 117,000 - 161,000; Full time

Job summary

OCTA in Orange County, CA seeks a Section Manager II – Customer Engagement to lead the Customer Engagement team, Customer Information Center, and guide customer service operations across channels.

You will oversee CRM implementation and reporting, coordinate staff and contracts, and drive service improvements. The role requires a Bachelor's degree (or equivalent) and at least five years in customer relations with leadership experience; Salesforce is preferred.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Five years of customer relations experience, including two years of supervision.
• CRM experience (Salesforce preferred) and strong leadership and communication skills.

Responsibilities

• Lead OCTA's Customer Engagement team, Customer Information Center, and customer service operations.
• Oversee customer communications, CRM, reporting, and service improvement initiatives.
• Manage staff, contracts, budgets, and cross-department collaboration.
• Prepare reports for leadership and Board members.
• Analyze customer feedback and performance metrics.

Skills

Leadership

Communication

Customer relations

Supervision

Education

Bachelor's degree or equivalent

Tools

Salesforce

Job description

OCTA in Orange County, CA seeks a Section Manager II – Customer Engagement to lead the Customer Engagement team, Customer Information Center, and guide customer service operations across channels.

You will oversee CRM implementation and reporting, coordinate staff and contracts, and drive service improvements. The role requires a Bachelor's degree (or equivalent) and at least five years in customer relations with leadership experience; Salesforce is preferred.