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Job Overview
Employment Type
Full-time
Compensation
Salary
Range $92,978.00 - $130,523.00
Work Schedule
Standard Hours
Benefits
Dental Insurance
Employee assistance program
Flexible spending account
Health Insurance
Health savings account
Life insurance
Paid Time Off
Retirement Plan
Tuition Reimbursement
Vision Insurance
Job Description
SouthWest Transit is a renowned transit agency serving the SouthWest Twin Cities area in Minnesota, providing a variety of transportation options including bus services, on-demand rideshare, and shuttle services. The agency prides itself on delivering innovative and diverse transit solutions aimed at connecting communities and enhancing the mobility of its customers. As an award-winning public transportation provider, SouthWest Transit upholds a strong commitment to quality, reliability, and customer satisfaction, emphasizing safety and cost-effectiveness across all its services. The agency's mission focuses on offering a premium transit experience that effectively connects people to their destinations while fostering community engagement and economic... Show More
Job Requirements
- bachelor’s degree in business public administration transportation planning communications or a related field
- a minimum of five years’ progressively responsible experience in the development and execution of external facing programs that serve the community
- excellent verbal and written communication skills for engaging with customers internal teams and leadership
- proven ability to lead and motivate teams mentor staff and foster a collaborative customer-focused culture
- a creative and adaptive approach to problem solving in high-pressure in the moment situations
- strong ability to analyze data identify trends and execute change
- proficient with microsoft office suite
Job Qualifications
- bachelor’s degree in business public administration transportation planning communications or a related field
- a minimum of five years’ progressively responsible experience in the development and execution of external facing programs that serve the community
- excellent verbal and written communication skills for engaging with customers internal teams and leadership
- proven ability to lead and motivate teams mentor staff and foster a collaborative customer-focused culture
- a creative and adaptive approach to problem solving in high-pressure in the moment situations
- strong ability to analyze data identify trends and execute change
- proficient with microsoft office suite
Job Duties
- work with cross functional teams to map the customer journey identifying pain points and opportunities for improvement across all touchpoints
- collaborate with transit planner to ensure daily execution according to SWT’s system-wide transit plan
- act as a liaison to internal departments to ensure customer experience is considered during service adjustments technology rollouts and other projects
- assist in the development and monitoring of budgets and departmental KPIs
- lead and/or support special projects related to customer experience such as loyalty programs or the implementation of new technologies
- develop SOPs in transit ops/CX leading to streamlined and universally adopted processes
- manage the transit ops/CX budget
- work with the finance team to develop and implement the budget
- oversee the collection and analysis of customer feedback from various channels including social media surveys focus groups etc
- identify and execute on opportunities for enhancing customer experience from loyalty programs to appreciation events
- partner with marketing team for timely and accurate communication on service changes and key initiatives through all channels physical and digital
- distribute surveys and coordinate focus groups as needed
- use data to develop and track KPIs related to customer satisfaction on-time performance wait times and other metrics to increase customer satisfaction
- collaborate on strategy and partner with team to evaluate route efficiencies trip planning and accessibility
- manage a team of dispatchers customer experience reps and the driver contracts
- develop and execute on the SWT training of all drivers and dispatchers ensuring compliance with FTA and other federal state and local transit regulations
- schedule assign and evaluate staff work - conduct quarterly and annual performance reviews
- support staff development through identifying training coaching and professional growth opportunities
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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