INTERNAL ONLY Customer Experience Manager

Are you passionate about creating meaningful, customer-centered experiences? Do you excel in leadership, problem-solving, and fostering positive, lasting impressions? Are you driven by a strong sense of safety awareness and adaptability, and ready to enhance service quality across all touchpoints? If you are skilled in analyzing service needs, guiding teams, and communicating effectively with diverse audiences, wed love to hear from you!

CityBus is dedicated to safely and reliably transporting our community members with kindness and compassion. As a trusted local transit provider, we prioritize the well-being and satisfaction of our riders, employees, and the broader community. At CityBus, we believe that excellent service goes hand-in-hand with strong community connections, and were excited to welcome a Customer Experience Manager who shares our values and vision.

As our Customer Experience Manager, you will ensure a seamless, safe, and positive experience for CityBus riders, community members, and stakeholders. Youll develop, implement, and maintain high standards and customer-centered policies that elevate service quality across every touchpoint. In collaboration with department leaders, youll facilitate prompt responses to feedback, drive continuous improvement, and foster a culture of safety and excellence. Additionally, youll play a critical role in managing customer communications, public outreach, and ensuring compliance with important transit standards, contributing to the strong reputation of CityBus within our community.

If youre ready to make a real impact in public transit, we encourage you to apply! Join us in our mission to provide reliable and compassionate service to our neighbors. Apply today to become a valued part of the CityBus team.

The Customer Experience Manager ensures positive, safe, and efficient interactions across all touchpoints for CityBus riders, community members, and stakeholders. This position develops, implements, and maintains high standards, programs, and policies that elevate service quality and support a customer-centered experience. By collaborating with other department managers, the Customer Experience Manager ensures prompt responses to feedback and fosters a culture of continuous improvement, safety, and service excellence. Additionally, the role prepares critical documentation and insights to enhance CityBus reputation and value within the community.

Customer Engagement and Public Relations

• Coordinate and oversee public relations, including media presence and advertising, working with marketing professionals to enhance public awareness.
• Lead production and distribution of communication materials, such as schedules, maps, and digital content, ensuring accurate and timely information.
• Manage public outreach efforts and respond promptly to customer feedback, including complaints, commendations, and suggestions.

Service Development and Improvement

• Conduct analysis and research to assess and improve current transit services, factoring in accessibility and Title VI equity considerations.
• Facilitate public input on service changes, gathering and summarizing feedback to support informed decision-making.
• Collaborate with leadership to develop service improvement recommendations aimed at enhancing operational efficiency and community connectivity.

Team Leadership and Development

• Supervise and coach the Customer Service team, providing clear expectations and supporting growth and skill development.
• Manage team scheduling, payroll tracking, timecard review, and leave administration to ensure operational continuity.
• Conduct performance evaluations and disciplinary meetings as needed, coordinating closely with Human Resources.

Compliance and Reporting

• Ensure the department adheres to safety standards and promote best practices that mitigate risks within the team and broader organization.
• Prepare and submit required reports to the Federal Transit Administration (FTA), including Title VI and National Transit Database (NTD) submissions.
• Track and report on departmental data, submitting monthly updates, and supporting grant application processes as necessary.

• Bachelors degree in Business, Communications, Marketing, Urban Studies, Public Administration, or a related field, or equivalent combination of education, training, and experience.
• Minimum of five (5) years in a professional role related to customer experience or service management.
• Must meet motor vehicle license, drug screen, and criminal background standards established by the agency.