Transit Systems 2024-06-03 2024-07-03

Senior Director, Customer Experience & Performance Management

Greater Cleveland Regional Transit Authority
Cleveland, Ohio

Job ID: 156508
Job Status: Full-time

We are looking for a senior leadership candidate who believes in Connecting the Community regardless of the position they may hold within an organization. The Greater Cleveland Regional Transit Authority (GCRTA), locally known as RTA is the largest public transit agency in the state of Ohio with over 2,100 budgeted positions led by General Manager, Chief Executive Officer, India Birdsong Terry. This position reports to India Birdsong Terry, General Manager, Chief Executive Officer.

The Sr. Director will serve as an influencer and collaborator to develop and enhance the GCRTA customer experience throughout various stages of engagement with internal staff and external consumers.

This is a newly created position and department for GCRTA. The successful candidate will have the opportunity to build out a team and strategies that develop and enhance agency-wide customer experience and performance management initiatives.

The Sr. Director of Customer Experience and Performance Management will lead the GCRTA customer experience and performance management strategy development, strategy implementation, innovations, and cross-agency coordination efforts aimed at enhancing agency performance and the customers’ experience while ensuring alignment between GCRTA’s Strategic Plan, key strategic initiatives, tactical plans, budget, and Success Outcomes.

The Sr. Director will lead the performance management program, TRACTION. TRACTION is our roadmap for driving strategies to improve performance. TRACTION integrates four (4) Success Outcomes: Customer Experience, Community Impact, Financial Health, and Employee Investment, to deliver superior customer experience, including the project management of third-party data management services. The Sr. Director will lead quarterly customer experience surveying/reporting and other customer data-gathering activities. The Sr. Director will also lead the semi-annual community value surveying/reporting and other community data gathering activities. The Sr. Director communicates the overall status of customer experience and performance management monthly, quarterly, and annually to employees, department heads, executive leadership, internal and external stakeholders (public), and our Board of Trustees.

The Sr. Director will leverage skills and abilities for mapping the customer journey and identifying ways to improve the rider experience for current and future customers. The Sr. Director serves as the customer’s advocate, internally and externally for GCRTA.

The Sr. Director is responsible for fostering an understanding and appreciation throughout the agency of the customer’s journey; understanding the customer and communicating customer trends and priorities; and improving the customer experience throughout the agency and across all service modes (Bus, Rail, BRT, Paratransit, Trolley). The Sr. Director will identify and develop all culture, process, and efficiencies for the customer, and lead/develop teams tasked with delivering positive customer experiences that impact our organization and speak to our current mission and vision.

Minimum Requirements

Education: Applicants must have a bachelor’s degree in business, public administration, public policy, urban planning, marketing/marketing research, transportation and logistics, or a related field. A master’s degree in business, public administration, public policy, urban planning, marketing/marketing research, transportation and logistics, or a related field is preferred.

Applicants must have at least seven (7) years of relevant people management experience with proven experience in leading projects and innovation in a complex organizational environment. Experience in performance management, performance reporting, customer experience development, and strategy development prior experience in customer service/customer experience, market research, logistics, transit operations, and/or project management. Applicants must have and be able to demonstrate strong communication skills (verbal and written), business analytics, people and project management skills, relationship building, training, and the ability to effectively engage with board members, elected and public officials, executive leadership, and diverse external stakeholders. Applicants must have strong knowledge and hands-on experience in customer relationship management (CRM) software, customer feedback tools, and data analytics platforms.


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Transit Job Listing - Senior Director, Customer Experience & Performance Management