Director of Customer Experience

Portland, OR, United States

Director, Customer Experience | Careers at TriMet page has loaded. Director, Customer Experience | Careers at TriMet page has loaded. ** Director, Customer Experience**

**Director, Customer Experience**

Salary See Position Description Location Portland, OR Job Type Non-Union Regular Full-Time Department Communications and Public Affairs Job Number 21-00090 Closing Continuous Description Direct TriMet's customer information and customer service programs to deliver high quality customer experience, and to increase and retain customers while working to strengthen TriMet's brand and reputation. Direct the main customer service center for the regional fare system (Hop). Assess, plan and implement an integrated approach to improve the overall customer experience (customer journey) across the agency. Oversee the collection of various data and analyze to identify requirements and information useful in optimizing the customer experience. Develop and expand customer feedback channels and mediums through which riders can get information or provide comments or feedback that will further improve the customer experience.

Ensure a commitment to safety through effective leadership, role modeling and implementing practices that demonstrate safety is a fundamental value and a priority in all aspects of work. Perform other duties as assigned.

Essential Functions 1. Assess the overall customer experience (including all parts of the customer journey) to develop and implement customer experience improvements that supports the Agency's vision.

2. Oversee interdepartmental relationships to ensure collaboration and implementation of improvements to he customer experience in all areas of the agency. Work with Marketing, Creative Services, Rider Communications and Media Relations to use rider/community feedback and develop programs effective for improved customer experience.

3. Apply TriMet's strategic goals, market research findings, customer service and satisfaction strategies, and service plan objectives to the Agency's customer service and customer information programs. Assure that all customer services and information activities are strategically planned with an integrated and comprehensive approach that reinforce TriMet's core mission, and assure the promotion of specific services.

4. Oversee the production of effective, timely, relevant and accurate customer information, including dynamic and static on-street communications, and collateral materials. Communicate with customers via innovative and effective materials and tools that feature strong branding, high quality, clarity, accuracy, integration and consistency. Oversee continuous implementation and improvement of TriMet information platforms such as TransitTracker and Information Development and Production efforts.

5. Direct and coach managers within the area. Assure that staff professional development and training needs are annually assessed and appropriately supported. Recommend hiring, disciplinary action, discharge, assign work, motivate, train and performance evaluations.

6. Oversee continuous high quality customer service programs including TriMet Call Center, On-Street Customer Service and Service Alert programs and ensure that customer service is integrated with operations functions to support both internal and external customer needs.

7. Manage the development and tracking of the annual department budget.

8. Manage ongoing implementation and growth of TriMet's call center in support of the regional eFare program, principally the integration of eFare customer service staff and processes.

Position Requirements A minimum of a Bachelor's Degree is required.

Bachelor's degree in Customer Service, Communications, Public Administration, Public Relations or related field is preferred.

A minimum of ten (10) years total credited experience.* Four (4) years increasingly responsible experience in customer information or customer service functions, with at least three (3) years of customer-centered experience that includes supervision of others. Experience with customer-oriented technology applications strongly desired.

Or any equivalent combination of experience and training.

*The amount of credit a candidate receives for prior years of experience is based on the relevancy of that experience to the required or preferred prerequisites of the job description. Experience is prorated based on hours worked. LRHR assigns and validates the "credited experience".

Selection Criteria **Type of Position / Grade / FLSA:**

Grade 17, Exempt, Non-Union, Full-Time

**Salary Range:**

Minimum: $92,563.00

Maximum: $138,844.00

**Selection Process** Candidates will be selected based at a minimum on the result of:

1. Application Review/ **Please Include**: Cover Letter and Resume

2. Panel Interviews

3. Reference Check/Criminal Records Check

**Supplemental Information:**

Make sure you describe in detail how your education, training and work experience fit with this role. You are encouraged to attach a resume, cover letter, training certificates and/or letters of recommendation with your application. You are permitted five attachments of less than 5MB each.

Internal applicants: Information in your personnel file will not be used in lieu of information requested on your application. Incomplete applications will not be considered.

If you are a qualified veteran and would like to apply for veterans' preference points, you will need to reflect your status on the application and attach supporting documentation at the time of application submission.

If you need accommodation under the Americans with Disabilities Act for any part of the application process, contact our Human Resources staff at 503-962-7505, or the TTY line at 7-1-1. Note that we require a minimum of two workdays' notice prior to the need for accommodation.

TriMet is an equal opportunity employer, committed to developing an organization that is reflective of and sensitive to the needs of the diverse community we serve, including veterans, the elderly, and individuals with disabilities.

**Regence Non-Union PPO 80/20** - Deductible: $300 Individual/$900 Family; Office Visit: 20%, after deductible; Out-of-Pocket Max: $2,300 Individual/$6,900 Family; Prescription Drugs: $10 Generic/$25 or 20% Formulary/50% Non-formulary. *Benefits listed are for in-network, preferred providers.* **Regence Non-Union Health Savings Account (HSA)** - Deductible: $1,500 Individual/$3,000 Family; Office Visit: 20%, after deductible; Out-of-Pocket Max: $5,000 Individual/$10,000 Family; Prescription Drugs: 20%, after deductible. *Benefits listed are for in-network, preferred providers.*

A regular full-time, non-union employee is an employee who works a minimum of 30 hours per week. A limited term, full-time employee must be hired for six or more months, have a predetermined ending date, and work a minimum of 30 hours per week.

**Medical Plan Options**

* **Kaiser Permanente EPO** - No deductible; Office Visit: $10 copay; Out-of-Pocket Max: $600 Individual/$1,200 Family; Prescription Drugs: $10 copay.

*All medical plans include prescription drug and vision coverage.*

**Dental Plan Options**

* **Delta Dental of Oregon, provided by Moda -** Preventive Services paid at: 100%; Basic Services paid at: 80%; Major Services paid at: 50%; $2,000 max benefit per person/year; Orthodontia paid at: 50% to $3,000 lifetime max/person.

* **Kaiser Dental** - $10 Copay; Preventive Services paid at: 100%; Basic Services paid at: 80%; Major Services paid at: 50%; $2,000 max benefit per person/year; Orthodontia paid at: 50% to $3,000 lifetime max/person.

***Coverage Effective Date*** *-* Medical and dental insurance is effective first of the month following date of hire.

***Waive Medical and Dental Coverage*** - TriMet non-unio

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