Job Description:

Salary Commensurate with Experience

This is a senior level professional management position that provides a range of services to the Office of Public Affairs & Communications (PAC) in the areas of public information/communications, public relations, marketing, customer service, project management, data and analytics. The incumbent works with the PAC division to manage the strategic design, implementation and optimization of customer experience programs, cross functional initiatives, processes, tools and systems that ensure a best in class customer experience for the Housing Opportunities Commission. This position also acts as a deputy to the PAC division ensuring that internal HOC customers’ needs are met while simultaneously ensuring that the Agency establishes and tracks the appropriate metrics through the collection and analyzation of external customer data and feedback. In performing the duties, the employee is required to investigate research, analyze and make recommendations to leadership based on the information and data compiled.

Requires extensive knowledge in the area of strategic communications (both verbal and written), customer service and project management. The work requires direct supervision of Public Information Specialists and other staff (e.g., Writer/Editor, Creative Team, and Webmaster).

Example of Duties:

• Determine and coordinate project management for the PAC division’s work including developing and tracking monthly work plan activities; tracking key performance indicators; developing and tracking projects in Monday.com (as applicable).
• Coordinate and implement operational initiatives of the Director of Public Affairs & Communications (e.g., Synergies & Solutions Taskforce).
• Develop a strategy for HOC’s customer experience, including managing/overseeing crossfunctional initiatives that enhance customer service.
• Develop agency branding guidelines and assist with developing training to optimally represent HOC to community stakeholders.
• Ensure that processes, tools and systems are developed and maintain to support the PAC and HOC’s customer service experience.
• Identify, analyze and develop recommendations to address problems and issues associated with HOC housing programs and services, and communicate issues and concerns to the Division Director.
• Work with County Police Department (and other select stakeholders) to review/implement policies and initiatives that enhance customer experience.
• Work with department management and other agency staff to exchange information, develop initiatives, and resolve problems associated with HOC programs having community impact.

Preferred Skills:

Minimum Qualifications:

• Graduation from an accredited college or university with a Bachelor’s Degree in Public Relations, Journalism, Marketing. Advanced Degree preferred.
• Four years of progressively responsible experience in Public Relations, Communications, Customer Service or like field with two years supervisory experience. Affordable Housing industry preferred.
• Knowledge of the principles and techniques of planning, formulating, analyzing and implementing management and programmatic policies and strategies.
• Knowledge and skill working with Project Management software preferred (e.g. Trello, Asana, Monday.com). 
• Knowledge of Housing Program regulations, legislative and industry issues, community concerns, county laws a plus.
• Skill in negotiating agreements, defending positions, and presenting information to public and private sector leaders. 
• Skill in conducting or directing program  evaluation/management studies and analyzing complex policy issues having public impact.
• Ability to work independently and exercise tact and judgment in dealing with community groups.
• Ability to promote and maintain good working relationships with management, staff and representatives of public and private organizations. 
• Knowledge of Microsoft Word, Excel, PowerPoint, and Desktop Publishing (a plus).
• Must have excellent oral and written communication skills including ability to speak in public.
• Ability to interact with people of varied backgrounds.

An equivalent combination of education and experience may be accepted. Low income residents in Montgomery County with the above qualifications are encouraged to apply.