Customer Engagement

**ABOUT THE ROLE**

**WHAT YOU WILL DO**

As the Customer Engagement & Project Coordinator, you will serve as the central point of coordination for a wide range of customer service initiatives supporting the U.S. Army Garrison Wiesbaden community. Your work will help improve the quality of life for Soldiers, families, civilians, and retirees by promoting service excellence and strengthening community feedback loops.

In this role, you will:

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Champion Customer Experience**: Manage customer feedback through the Interactive Customer Evaluation (ICE) system and Commander’s Hotline. Ensure timely responses, track resolution progress, and support data-driven improvements to customer-facing services.
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Support Training and Communication**: Conduct onboarding and refresher training for ICE site managers, maintain standardized service materials, and coordinate communications across garrison directorates.
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Drive Recognition and Morale Initiatives**: Administer awards and engagement programs, coordinate recognition events, and prepare supporting documentation to celebrate outstanding service delivery.
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Analyze and Report on Customer Sentiment**: Collect, analyze, and present customer satisfaction trends using tools like PowerBI and Excel. Provide regular reports and insights to help shape policy and service delivery strategies.
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Promote Process Improvement**: Collaborate with stakeholders to identify and recommend improvements based on community feedback and operational assessments. Draft SOPs, surveys, and process documents to support implementation.
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Coordinate Special Projects**: Assist with the planning, documentation, and logistics of garrison-wide initiatives aligned with customer engagement and service quality goals.

**Requirements**:
**WHAT YOU WILL BRING**

You will bring:

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3 years' experience managing or supporting customer service programs**—ideally in a government, corporate, or community setting.
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Project coordination skills**, including the ability to track deadlines, organize information, and manage recurring reports and events.
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Strong written and verbal communication skills** in English, with the ability to draft professional correspondence, prepare briefings, and engage diplomatically with stakeholders at all levels.
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Data literacy and reporting proficiency**, including working knowledge of Excel and familiarity with reporting tools such as PowerBI (or willingness to learn).
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Ability to design and analyze surveys**, summarize trends, and recommend process improvements.
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Professionalism and discretion**, especially when handling community feedback, internal correspondence, and performance data.
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Comfort working within a structured compliance environment**, with attention to timelines, documentation, and reporting standards.
- Familiarity with U.S. military culture or garrison operations is a plus, but not required.

**YOUR EDUCATION AND CERTIFICATIONS**

Required:
Bachelor’s degree in business, education, human resources, communications, or a related field
- **- OR -**
- Six (6) years of relevant professional experience in customer service program management, project coordination, process improvement, or analytics in an English-speaking environment

Preferred:

- Training or certifications in project coordination, customer service management, or process improvement (e.g., Lean, Six Sigma, or similar)
- Familiarity with PowerBI or other data visualization/reporting tools

Additional Requirements:

- Must be able to read, write, and speak English at Level III proficiency or higher
- Must be able to lift and carry up to 25 pounds occasionally

**Benefits**:
We offer great opportunities for personal and professional development in an international company, with a focus on supporting our customers to excel in their strategic goals. The role comes with a competitive salary package, paid time off, Federal holidays, and professional development. You will be a part of a dedicated group of colleagues who value teamwork and collaboration whose focus is to empower our customers.

Bachelor's degree or equivalent and 3 years' experience or six (6) years of progressively responsible experience in customer service program management, project coordination, or process improvement.