Massachusetts Jobs

Manager of Customer Engagement, Department of Economic Research Description The Executive Office of Labor and Workforce Development (EOLWD)’s Department of Economic Research (DER) is seeking aManager of Customer Engagementtosupport service delivery and the dissemination of itslabor market information, research, and resources. Reporting tothe Director of Strategy and Engagement, the Manager of Customer Engagementwillcollaboratewith DER’s research and production units toensure DER’s resources are accessible,up-to-date, and appropriately promotedto relevant audiences.In addition to producingandmaintainingweb pages, newsletters, and other collateral to help highlightDER’s work,the Manager of Customer Engagementalsoprovides directassistancetoDER’susersbyansweringquestionsand providing instructionsfor using DERdata and tools. This position will interactfrequentlywithEOLWDand itsagencies such as theMassHireDepartment of Career Services, as wellas external stakeholders inacademiaand thegeneral public. The ideal candidate forthis rolewill bea motivatedself-starter with a passion forpublic serviceand commitment to accessibility and equity. They will have experience in communicating data andresearch findings to a diverse audienceandpossessexcellentintrapersonaland organizational skills that enable them to balance competing stakeholder priorities and multiple projects. Responsibilities Include: 1. Collaborates across DER units todisseminatelabor market information, research, and concepts in multimedia formats including reports, data visualizations and stories, infographics, social media posts, videos, etc.with anemphasis on web pages and online content 1. Manages external customer communications including trackingandresponding to general inquiriesin a professional andtimelymanner;escalating issues to relevant team membersand following upwhen necessary 1. Ensuresbest practicesforaccessibilityand DER branding are appropriately implemented across all DER products;assistsin formatting reports, memos, and other collateral;develops templates, tools, guides, and internal staff trainingsto streamline creation of these items 1. Project managementsupportincludingscoping, planning, timelines, resource coordination, and administrationfor dashboards, web pages,reportsand other projects 1. Assistin developing stakeholder profiles and user-journey maps toidentifyand implement performance metrics andopportunitiesfor improved service delivery 1. Provides administrative support to the Director of Strategy and Engagement including scheduling, resource organization,documentation,etc. 1. Otherduties asassigned Knowledge, Skills, and Abilities Public Sector Customer Service:Experience providing direct customer service in apublic-service orientedsettingvia email, phone, and in-person. Multimedia Production Skills:Ability to produce andupdatecontent for virtualdistribution, includingblogs, social media posts, videos, infographics,and moreusing Microsoft and Adobe products StrongWritten & VerbalCommunication Skills:Ability to communicate complex information, concepts, and instructions in writing to a diverse audience of stakeholders with varying levels ofexpertise. Project Management:Strong project management and organizational skills to handle multiple and sometimes competing priorities to deliver high-quality workfor both long-term projects and those on tight deadlines Collaboration Tools:Proficiencywith Microsoft Office suite and experience in collaborating using tools like Teams, SharePoint, Excel, PowerPoint.Experience creating transferable templates. Labor Market Information:Develop andmaintaina thoroughunderstanding of thedifferent typesof labor market information published and used by DER, includingwhere tolocatedata andmethodologyinformation Accessibility Best Practices:Experience implementingaccessibilitybest practicesboth within an organization as well asacrossall publications and resources Public Service Orientation:Passion for public service and improvinglabor market outcomesfor people and businesses inMassachusetts throughdata-driven insights. Note on preferred qualifications:The Department of Economic Research is committed to hiring individuals that are public service driven and help provide a diversity of perspectives and insights into the state of the economy in Massachusetts. We encourage capable, mission motivated applicants to apply even if theydon’tmeet 100% of the above qualifications. Many of the knowledge, skills, and abilities above can be substituted with experience and/or taught through on-the-job training with DER experts. About the Department of Economic Research The Department of Economic Research has a public sector mandate to collect, refine, and dispense labor market information that providestimelyandaccurateinsights into the current, past, and future states of the Massachusetts economy. In addition to DER’s foundational workforce data collection efforts, the department alsoseeksto support theprogramand policy needs of the Executive Office of Labor and Workforce Development through agile and actionable economic briefing materials, stellar analysis, andtimelyresearch. Throughout DER’s economic data collection, analysis, and dissemination processes, the department remains committed to increasing accessibility and inclusivity – bringing to light equity disparities in the workforce based on gender, race, ethnicity, and ability, amongothersaspects, while also highlighting the importance of the contributions many traditionally marginalized groups make to the success of the Massachusetts economy. The DER team also promotes the use of Massachusetts labor market information on such topics as the role and impact of emerging technologies, changes in the structure of the workplace, and the cost of living relative to the availability of employment opportunities in geographic areas. The economic information produced by DER isutilizedby government figures and organizations to inform policymaking, but also within academia, large and small businesses, advocacy groups, as well as individuals seeking career advancement. The DER is currently expanding its research and analytics capabilities to meet the increased demands fortimely, high-quality insights into the state of the Massachusetts economy. About the Executive Office of Labor and Workforce Development The mission of the Executive Office of Labor and Workforce Development (EOLWD) is to create, operate and oversee effective and innovative statewide services to: protect worker rights, health, safety, wages and working conditions; insure against job- related injury; provide individuals and families with economic stability following job loss or injury and illness; level the playing field for responsible employers; develop a pipeline of skilled workers for current, emerging and future employers; and, maintain labor harmony between employees, employers, and labor unions. EOLWD oversees the Departments of Economic Research, Unemployment Assistance, Career Services, Labor Standards, Industrial Accidents, Labor Relations, Family and Medical Leave, as well as the Division of Apprentice Standards, Council on the Underground Economy, and the quasi- public agency, the Commonwealth Corporation. MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, professional internship, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management or (B) any equivalent combination of the required experience and substitutions below. Substitutions: I. A certificate in a relevant or related field may be substituted for one (1) year of the required experience. II. A Bachelor's degree in a related field may be substituted for two (2) years of the required experience. III. A Graduate degree in a related field may be substituted for three (3) years of the required experience. IV. A Doctorate degree in a related field may be substituted for four (4) years of the required experience. *Comprehensive Benefits* When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Explore our Employee Benefits and Rewards! An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role. Job: Economics* *Organization: Department of Workforce Development *Title: *Manager of Customer Engagement and Experience Location: Massachusetts-Boston-100 Cambridge Street Requisition ID: 240009J0