Chief Performance Officer

SUMMARY
Under general direction from the Executive Director, the Chief of Performance and Quality Management (Chief Performance Officer) will lead NCTD’s performance improvement and quality management programs and initiatives. The Chief Performance Officer directs, plans, and organizes staff and activities in support of NCTD’s quality management/performance improvement program to foster achievement of specified goals, key performance indicators, and strategic operating plans and objectives. The Chief Performance Officer promotes efficient and effective outcomes of performance improvement initiatives by ensuring that plans, systems, processes, resources, and people are aligned.

Distinguishing Characteristics
This position is required to have a unique combination of technical, analytical, and leadership skills to effectively drive performance and quality outcomes of NCTD. Distinguishing characteristics for this position are:

• In-depth Understanding of Performance and Quality Management: the ideal candidate must have a thorough understanding of the principles, concepts, and processes associated with performance and quality management in the context of transportation. This includes the ability to apply relevant industry standards, best practices, and regulations to improve overall performance outcomes.

• Strong Analytical and Problem-solving Skills are necessary to analyze complex business problems and identify the root cause of performance issues. This role requires the ability to develop and implement effective solutions to improve performance and quality outcomes. The Chief of Performance and Quality Management must be able to exercise sound judgment and make data-driven decisions within established guidelines.

• Proficiency in Multiple Functional and Technical Areas: This job requires a diverse skill set and proficiency in multiple functional and technical areas. This includes knowledge or ability to understand rail operations, maintenance, safety, security, and customer service, among others.

• Excellent Organizational and Leadership Skills are necessary to oversee multiple projects and initiatives simultaneously. The Chief of Performance and Quality Management must have the ability to lead and motivate teams and effectively communicate complex information to a diverse audience. Must have the ability to collaborate across Divisions and to build consensus needed to accomplish priorities and initiatives.

• Effective Communication Skills, both verbal and written, are crucial. The Chief of Performance and Quality Management must be able to articulate complex ideas and technical concepts in a clear and concise manner. They must have the ability to develop and deliver compelling presentations to various stakeholders, including senior management and the Board of Directors, as applicable.

EXAMPLES OF DUTIES

Essential Functions
Duties may include, but are not limited to, the following:

• Leads NCTD’s Quality Management & Performance Improvement Program.

• Creates and champions an NCTD-wide culture of continuous process improvement, customer service, and experience and performance excellence that keeps the workforce highly engaged.

• Collaborates with the Executive Director, staff, contractors/consultants, and other key stakeholders to organically evolve and implement performance and quality management system and strategy.

• Partners with other NCTD Chiefs to select, align, and streamline data and metrics from internal and external systems to facilitate the use of consistent data and metrics in measuring performance.

• Collaborates closely with the Executive Director and all NCTD Divisions to understand key policies and procedures relevant to business processes, operations, and performance management.

• Facilitates the development of processes and tools for building, tracking, and reporting on department, division, and NCTD-wide performance efforts.

• Identifies, creates, and facilitates process design creation or changes by conducting business systems and process analysis; focuses on quality improvement and data integrity; develops proposed new processes or process improvements, partners with internal and external stakeholders to ensure processes and systems achieve NCTD’s goals for quality and performance.

• Coordinates information flow and status tracking in support of quality management and performance improvement initiatives and activities.

• Ensures project timelines are promulgated in support of NCTD’s Quality Management and Performance Improvement Plan(s) and initiatives.

• Leads or participates in projects that implicate quality management and performance improvement by completing and updating project documentation, managing project scope, adjusting schedules, determining daily priorities, ensuring efficient, on-time delivery of project tasks and milestones, following proper escalation paths, and managing internal and external relationships.

• Coordinates information and assures effective communications between departments to support clarification and reconciliation of issues.

• Coordinates and performs professional-level administrative and programmatic work.

• Prepares flow and organizational charts, and statistical data displays.

• Meets with managers and executives to clarify and explain data, resolve problems, and prepare detailed documents.

• Composes, reviews, and edits written memos, letters, staff reports, reports, manuals, and other documents.

• Creates and prepares presentations for various groups as requested, for example, committees, boards, commissions, advisory groups, or community groups.

• Attends various department/division meetings as needed.

• Prepares, conducts, and evaluates internal audits.

• Updates and improves NCTD’s Quality Management Plan.

• Executes professional root cause analyses and develops and implements mitigation measures in cooperation with NCTD’s functional departments.

• Implements performance dialogues on relevant NCTD internal interfaces and all NCTD/contractor interfaces.

• Performs other related duties as assigned.

Leadership

• Collaborates with the Executive Team to support the success of the District.

• Models the behavior expected for all employees; maintains cooperative and harmonious working relationships with other District departments, Division staff, consultants, vendors, and the NCTD Board.

• Engages proactively to prevent or mitigate problems.

• Demonstrates commitment to customer service for both internal and external customers and fosters the same from Division staff.

• Communicates effectively both verbally and in writing to employees, peers, senior management, other governmental agencies, and the NCTD Board.

Administrative Management

• Responsible for ensuring that goals, performance metrics, and other requirements associated with day-to-day operations are achieved.

• Prepares effective, high-quality documents, and ensures that required reports, correspondence, and Board materials are submitted on time.

• Represents the District at industry and regional committees.

• Develops and/or supports the development of administrative procedures/processes to support the needs of the District; recommends and implements policies, procedures, and standards for information systems.

QUALIFICATIONS

Education/Experience

• Bachelor’s Degree in business administration, public administration, finance, or a related field is required; a Master’s in Business Administration is preferred.

• Minimum of seven (7) years of directly relevant experience. Certification in Lean Six Sigma or other quality management methodology is desirable.

• PMP certification is desirable.

A combination of experience/skills/certifications and education to fulfill the requisite knowledge, skills, and abilities for this position may be considered.

Knowledge of:

• Best practice performance management methods, processes, and metrics.

• Project management principles, techniques, and tools.

• Change management techniques and best practices.

• Strategic Planning and Implementation.

• Principles and procedures involved in business and organizational planning, coordination, and execution.

• Methods and techniques of statistical data collection and analysis.

• Possesses or develops proficiency in the District’s Business Management Systems and other software platforms and technology needed to perform the duties of the position.

• Application and implementation of ISO 9001:2015 are desirable.

Ability to:

• Lead and manage cross-functional teams.

• Analyze complex business processes and systems and identify areas for improvement.

• Develop and implement performance indicators and budgets and monitor against actual activity.

• Use data and metrics to drive decision-making and performance improvements.

• Facilitate teams and lead decision-making processes in a collaborative manner.

• Negotiate and assess complex proposals and contracts.

• Manage multiple projects and priorities simultaneously.

Skill In:

• Process development and implementation.

• Process-oriented thinking.

• Performance management processes.

• Organizational and time management.

• Active listening, critical thinking, and learning.

• Conflict resolution and problem-solving.

• Using informal authority and relationships to achieve outcomes.

• Quantitative analysis, advanced mathematics, metrics, and statistics.

• Data analysis and visualization.

• Developing and administering goals, objectives, and procedures.

• Analyzing and assessing policies and operational needs and making appropriate adjustments.

• Identifying and responding to sensitive community and organizational issues, concerns, and needs.

Certificates/Licenses

• Possession of and the ability to maintain a California driver’s license, Class C, with less than six (6) points in the preceding 36-month period and no DUI’s in the preceding even (7) year period.

• Maintain compliance with the District’s policies regarding Conflict of Interest and Ethics.

General Requirements

• Advanced knowledge of principles and practices of business administration, management analysis, organization, and communications.

• Ability to analyze and synthesize business requirements, including recognizing patterns and conceptualizing processes.

• Ability to work effectively under pressure, multi-task, and organize workflow so as to deliver high-quality products within established deadlines.

• Exceptional relationship-building skills to deal effectively with individuals at all levels of responsibility and authority, and a variety of constituent groups including management, agencies, and vendors.

• Exceptional written and oral communication skills.

• Ability to analyze routine and non-routine business situations, scenarios, proposals and solve problems, and present alternatives.

• Demonstrated above-average proficiency with report writing and presentation development.

• Demonstrated above-average proficiency in computer software programs, particularly the Microsoft Office Suite, including spreadsheet and database functionality.

How to Apply:
Apply online at www.gonctd.com/careers

NCTD is an EEO Employer.