Transit Systems 2019-07-10 2019-08-14

Chief Customer Officer (Chief Operating Officer)

Company: Capital Metro View more listings
Location: Austin, Texas
Job Status: Full-time
Job ID: 114651

JOB SUMMARY
Provides executive leadership of all daily Operations, including Fixed Route Bus, Paratransit and Rail Transportation, Construction, Facilities/Asset Management and Maintenance, Information Technology Systems and Security and Emergency Management. Exercises initiative, independent judgement and innovative thinking to enhance the customer experience. Must be a self-starter who is responsive to organizational needs and is committed to excellence in service delivery and continual employee development. The ideal candidate will possess a high energy level and the dedication necessary to advance Capital Metro’s mission in the community we serve. Must be able to quickly gain acceptance and respect within all levels of the organization and with our partners.

Create a single unifying strategy that advocates for the best interest of customers and puts the customer at the center of all business-level decisions. Accountable to overall customer favorability and service delivery and applies appropriate leadership and technology to improve these metrics in both short-term and long-term.

PRIMARY RESPONSIBILITIES

  • Serve as the single point of management and coordination for all daily operational services

  • Lead staff, programs and initiatives with a focus on current and future customers

  • Direct the development of departmental business plans and budgets that support the organizational strategic goals including continuous monitoring and evaluation.

  • Manage, plan, and direct efficient and effective day-to-day transportation operations programs and activities.

  • Develop, review, and implement policies, procedures, and systems to enhance the organization’s adherence to applicable laws and regulations.

  • Establishes and directs implementation of long- and short- range organizational goals, priorities and objectives for delivery of exceptional customer experiences

  • Regularly monitors key performance indicators and holds departments accountable for meeting goals in department business plans and budget adherence.

  • Represent the authority at meetings with Boards, Commissions, outside agencies, governmental organizations, neighborhood associations, employees, and the general public

  • Manage and direct the maintenance of informational reports and presentations for the Board, senior management team and other meetings as required.

  • Engages with customer advisory committees to foster improved customer responsiveness and service.

  • Accountable for oversight of all service provider contracts including performance, safety, customer service delivery and staff engagement

  • Engages with customer advisory committees to foster improved customer responsiveness and service.

  • Responsible for leading departmental implementation of the agency's Emergency Response Plan.

  • Be visually seen as Capital Metro’s operations leader across all facilities, all shifts, all staff and by customers

  • Other duties as directed by the President/CEO.

RESPONSIBILITIES - SUPERVISOR AND/OR LEADERSHIP EXERCISED:
Manage department personnel by planning, scheduling, delegating and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including, hiring and interviewing, and overseeing hiring, training, work assignments, and performance evaluations.

MINIMUM QUALIFICATIONS

Education and Experience
  • Bachelor's degree in public administration, urban planning, transportation, engineering, business administration, or another related field.

  • Ten (10) or more years’ experience at a senior management level in an industry that is customer service focused and includes round the clock operations. Transportation industry experience is preferred.

  • Must have experience managing large budgets, managing large workforces (500+), public speaking experience, a history of innovation and the ability to lead others.

  • Four (4) years of additional manager-level experience in transportation, or a closely related field may be substituted on a year for year basis for degree.

Knowledge, Skills and Abilities:
  • A positive ‘yes we can’ attitude that fosters internal and external partnerships

  • Comprehensive knowledge of transportation operations and maintenance, project management techniques, employment and labor law for a transit environment.

  • Effective oral and written communication skills, and the ability to establish and maintain effective working relations with employees, senior management, Board members, regulatory authorities, and the public.

  • Ability to plan and direct the operation of a growing urban public transit system that is customer centric.

  • High level of analytical and creative skills and the ability to find solutions to complex interpersonal, professional technical and administrative problems.

  • Ability to effectively work as a team player

  • Demonstrated ability as a self-starter, responsive to organizational needs, committed to excellence and focused on balancing risk and innovation.

  • Ability to comprehend complex materials such as technical reports and articles and to concentrate on details when coordinating activities, preparing speeches and articles or when developing media communications.

  • Ability to improve employee and service partner staff development, morale and overall relations.

  • Ability to make presentations to staff, Board of Directors and the public.

All interested candidates are asked to contact Gregg Moser at gmoser@kapartners.com

Transit Job Listing - Chief Customer Officer (Chief Operating Officer)