Customer Experience & Performance Manager

Our purpose is to make life better for people by delivering water for life. Our mission is to provide customer with high-quality water and services at a reasonable cost while promoting the preservation of watershed lands and aquifers. Our vision is to be an innovative water utility that sustains life, strengthens our communities and protects natural resources for future generations. Our STARS values are Service, Teamwork, Accountability, Respect and Safety.

At the South-Central Connecticut Regional Water Authority (RWA), we provide more than just water—we deliver life-sustaining resources to nearly 430,000 consumers every day. As a nonprofit public corporation driven by our commitment to excellence and community, we take pride in being responsible stewards of over 28,000 acres of watershed land, ensuring the sustainability of our environment for future generations. Guided by the principles of Conscious Capitalism, we believe in the power of business to make a positive impact on the region we serve.

When you join RWA, you have more than a job, you have a purpose and will become part of a team that values integrity, environmental stewardship, and community service. You’ll work with purpose, knowing that every drop of water we deliver makes a difference, and that our customers trust us to uphold the highest standards of reliability, sustainability, and care.

The Customer Experience & Performance Manager champions a culture of customer-centricity and operational excellence across RWA. This role leads efforts to improve the end-to-end customer journey, drive customer engagement, reduce escalations, and increase overall satisfaction. With a strong focus on performance, training, and quality, the position includes direct oversight of the Customer Care Training & Quality Lead, aligning strategy, standards, and staff development across the Customer Care function.

Acting as a strategic liaison between Customer Care and departments such as Operations, Field Services, Technology, and Corporate Services, this role fosters collaboration and continuous improvement to ensure the delivery of innovative, value-driven customer solutions that meet business goals.

Leadership & Team Development

Customer Experience Strategy

Performance & Quality Oversight

Cross-Functional Collaboration & Liaison Responsibilities

Process Improvement & Change Management

Escalation Management

Additional Responsibilities

QUALIFICATIONS:Educational Requirements:

Experience/Skills/Abilities:

Why Join the RWA?

The RWA’s comprehensive benefits package includes:

Equal Employment Opportunity Statement:

South Central Connecticut Regional Water Authority (SCCRWA) will not discriminate or permit discrimination against any person or group of persons on the basis of race, color, religious creed, age, marital status, national origin, ancestry, sex, gender identity or expression, sexual orientation, intellectual disability, mental disability or physical disability including, but not limited to, blindness, (unless such disability, even with reasonable accommodation, prevents the applicant from being able to perform the work involved), or in any manner prohibited by the laws of the United States or of the State of Connecticut. Further SCCRWA will not retaliate against or condone retaliation against any person or group of persons who oppose actions, treatment or conduct that they believe to be discriminatory.

South Central Connecticut Regional Water Authority (SCCRWA) will not discriminate or permit discrimination against any person or group of persons on the basis of race, color, religious creed, age, marital status, national origin, ancestry, sex, gender identity or expression, sexual orientation, intellectual disability, mental disability or physical disability including, but not limited to, blindness, (unless such disability, even with reasonable accommodation, prevents the applicant from being able to perform the work involved), or in any manner prohibited by the laws of the United States or of the State of Connecticut. Further SCCRWA will not retaliate against or condone retaliation against any person or group of persons who oppose actions, treatment or conduct that they believe to be discriminatory.