Provides executive direction to the overall customer experience vision of the agency for employees and riders. Develops and implements Metro's Customer Experience, Communications, and Customer Care programs, initiatives, and activities to ensure customer-first focus. Manages through subordinates, rider’s experience and improvements to create a world-class transit system.

• Provides overall executive management direction in the establishment and development of policies, goals, performance measures, and strategies for Customer Experience, Communications, and Customer Care

• Oversees the establishment of strategic and tactical Customer Experience, Communications and Customer Care plans, programs, initiatives, and activities impacting the agency

• Develops overarching messaging platform and narrative for agency consistent with Metro goals and objectives, and to enhance Metro′s image

• Evaluates strategies, practices, and methods to improve customer experience

• Assesses key performance indicators and targets that measure customer satisfaction and oversees inter-departmental partnerships to adjust measures or correct course as needed

• Develops strategic partnerships throughout the customer and business community to ensure all customer experience initiatives meet the needs of the areas Metro serves
• Advises and makes recommendations to the CEO (Chief Executive Officer), and Board of Directors on matters related to Customer Experience, Communications, Customer Care programs

• Represents agency before Board of Directors, elected officials, governmental agencies, key stakeholders, inter-agency committees, staff, and the public

• Serves as spokesperson and guides media strategy for overarching and sensitive matters

• Prepares and presents written and oral reports and presentations to executive management, the Board of Directors, outside agencies, and the public

• Discusses, informs, and advises management on department operations and special projects

• Advocates Metro′s safety vision; approves and adopts the agency′s safety rules, policies, and procedures; communicates safety expectations; and maintains accountability for the safety performance of the entire agency

• Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of Metro are carried out

May be required to perform other related job duties

Knowledge of (defined as a learned body of information that is required for and applied in the performance of job tasks)

• Theories, principles, strategies and practices of legislative transportation issues and communication programs

• Budget planning and administration

• Leadership principles and management theories

• Applicable local, state, and federal laws, rules, and regulations

• Social, political, and environmental issues influencing transit programs and agencies

Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)

• Communicating effectively orally and in writing

• Critical, strategic, and creative thinking and decision making

• Leading, directing, supervising, motivating, and developing staff

• Developing strategic and tactical communications plans to achieve agency goals

• Establishing and implementing policies and procedures

• Interacting professionally, effectively, and sensitively with various levels of employees and outside representatives

• Establishing and maintaining business relationships of a politically sensitive nature

• Project management

• Preparing comprehensive reports and correspondence

Ability to (defined as a present competence to perform an observable behavior or produce an observable result)

• Represent the agency before the Board of Directors, elected officials, staff, the public, and the media

• Analyze situations, identify challenges and opportunities, recommend solutions, and evaluate outcomes

• Understand, interpret, and apply laws, policies, procedures, reports, and labor agreements

• Consider facts, information, benefits, challenges, nuances, and dynamics and weigh alternatives to make sound decisions and judgments

• Plan financial and staffing needs; make financial decisions within a budget

• Provide executive support and insight

• Handle highly confidential information

• Take advantage of advancements in technology to streamline work

• Travel to offsite locations

Minimum Qualifications

A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position. Additional experience, as outlined below, may be substituted for required education on a two-for-one year basis. A typical combination includes:

Education

• Bachelor's Degree in Business, Public Administration, Communications, or a related field; Master′s Degree in a related field preferred

Experience

• Seven years of relevant executive management-level experience in communications, customer experience, or a related field 

Certifications/Licenses/Special Requirements

• A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions

Special Conditions

The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job. Metro provides reasonable accommodation to enable individuals with disabilities to perform the essential functions.

Working Conditions

• Typical office situation

• Close exposure to computer monitors and video screen

Physical Effort Required

• Sitting at a desk or table

• Operate a telephone or other telecommunications device and communicate through the medium

• Type and use a keyboard and mouse to perform necessary computer-based functions

• Communicating through speech in the English language required