Position Overview

The Client Experience Project Manager supports The Davey Tree Expert Company’s commitment to delivering exceptional client experiences. This role is responsible for coordinating client feedback programs, monitoring satisfaction trends, and supporting the execution of client experience initiatives across the organization.

This role serves as a key connector between clients, operations, and internal teams; ensuring client feedback is captured, communicated, and acted upon. The Project Manager plays a significant role in identifying service gaps, supporting issue resolution, and helping drive continuous improvement across regions, while building the foundation for more advanced project ownership.

Job Duties

Client Experience and Feedback Management:

• Monitor client responses across platforms, including ReviewTrackers surveys, Google, Yelp, and other feedback channels
• Coordinate automated client feedback surveys following service completion
• Track and analyze client satisfaction metrics, participation rates, and feedback trends
• Escalate urgent client concerns to appropriate operations and leadership teams
• Maintain Voice of Client reporting and summaries

Client Communication & Issue Support:

• Monitor inbound client feedback and ensure timely follow-up
• Coordinate with operations teams to support resolution of client concerns
• Track open client issues
• Escalate urgent or high-priority concerns to leadership as needed
• Maintain professional, consistent communication with clients
• Partner with operations and leadership to address service gaps

Cross-Functional Support:

• Identify patterns and recurring service issues from client feedback
• Support analysis of trends and assist in identifying improvement opportunities
• Partner with internal teams to help address service gaps
• Contribute ideas to improve client experience processes and engagement

Reporting & Administration:

• Prepare client experience reports, dashboards, and summaries
• Track key metrics, including satisfaction scores and response times
• Identify trends and opportunities to improve service delivery
• Maintain accurate records of client interactions and issue status
• Assist in preparing presentations and leadership updates
• Assist with dashboard development and reporting improvements

Process and Program Support:

• Identify opportunities to improve workflows and communication
• Support implementation of new tools, processes, and initiatives
• Monitor participation and engagement in feedback programs
• Assist in tracking effectiveness of client experience efforts

Qualifications

• Bachelor’s degree in Business, Communications, Marketing, or related field (preferred)
• 4+ years of client experience, customer service, or operations support experience
• Experience collaborating with multiple teams or locations (preferred)
• Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Experience with CRM, survey platforms, and reporting tools (preferred)

Additional Information

We invest in our employees by offering industry-leading training, technology, and benefits that lead to a rewarding and safe work experience for employees at all levels.

• Group health plans*
• Short-term and long-term disability insurance*
• Life insurance*
• Paid parental leave
• 401k with up to a 4% company match**
• Employee Stock Purchase Plan: opportunity to buy company stock at a 15% discount
• Holidays and paid time off*
• Payroll savings plan*
• Charitable matching gift program*
• Employee referral bonus program *
• Employee Educational Scholarship*
• Davey Family Scholarship*
• 20% discount on all Davey services*
• Cell phone discounts*
• Vehicle purchase discount program*
• Plus, so much more!

*All listed benefits available to eligible employees on Day 1.

**Union employees are not eligible for 401k but may be eligible to join pension plans negotiated by local union.

Divisional Overview