What are the responsibilities and job description for the Transit Customer Service Manager position at City of Madison, WI?
Salary : $100,293.44 - $120,739.84 Annually
Location : Madison, WI
Job Type : PERMANENT FULL TIME
Job Number : 2024-00442
Department : Metro Transit
Opening Date : 02 / 07 / 2025
Closing Date : 2 / 21 / 2025 11 : 59 PM Central
Comp. Group / Range : 44 / 14
General Description
Join the Metro Transit team as Transit Customer Service Manager during a period of exciting growth with the move to an all-electric fleet, a second Bus Rapid Transit line, and updated fare payment options. Metro is looking for a leader who has the following :
- Commitment to building an inclusive and equity-focused workplace, which includes engaged and effective teams
- Creative ability to develop, implement and manage streamlined customer service processes
- Ability to effectively lead staff, problem solve, and work collaboratively within and outside of the agency
The Transit Customer Service Manager is responsible professional supervisory work in leading the Metro Customer Service Team and providing back-up supervision for the Marketing Team. The work involves significant responsibility for developing, directing, coordinating, implementing, and monitoring system-wide transit communications and customer service activities, both directly and through direct reports. Work is carried out under the general supervision of the Transit Chief People Officer.
Employees may be eligible for loan forgiveness through the
Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn't match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community.
Examples of Duties and Responsibilities
Administrative
Supervisory
Service and Development
Perform related work as required.
Minimum Qualifications
The City of Madison strives to provide excellent service to all of its residents and visitors. Therefore, successful candidates will have demonstrated ability to work effectively with multicultural communities.
For a complete list of the Knowledge, Skills, and Abilities, please see the
Special Requirements
Ability to meet the transportation needs of the position.
Work in this position is primarily sedentary using standard office equipment. However, employee will be expected to access all areas of Metro facilities and travel throughout the city for meetings and presentations. This position may require occasional work outside of normal working hours.
Employees in this position must work on site. This is not a remote work position.
The City of Madison offers excellent pay and benefits for employees. City Ordinances, handbooks, and labor contracts provide specifics; the description here is not to be considered a binding statement but offers an informal summary.
Compensation
The City of Madison strives to pay competitive wages. View the current for pay for all classifications. Employees receive increases based on tenure with the City.
Benefits
The City offers a competitive benefits package, including a generous leave package, a variety of insurance options, and non-traditional benefits such as optional pet insurance, a bus pass for all employees, and the possibility of flexible work schedules. A brief summary of benefits is listed below. Please visit our for more information.
Leave
Vacation is earned upon starting employment and can be used after completion of probation. The general vacation schedule is below.
After 1 year 5 work days of vacation
After 2 years 10 days
After 7 years 15 days
After 12 years 20 days
After 19 years 25 days
After 27 years 27 days
Employees earn 5 personal days in addition to vacation.
Employees receive eight official paid holidays (New Year's Day, Martin Luther King, Jr. Holiday, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Christmas Day), as well as 1 paid leave day (the Friday after Thanksgiving).
Employees also earn 13 sick days annually that may accrue to a total of 150 days.
Retirement
The City of Madison participates in the Wisconsin Retirement System through the State of Wisconsin Department of Employee Trust Funds.
Insurance
The City of Madison offers a variety of optional insurance programs including :
Other Benefits
The City offers numerous other benefits and programs for employees, including :
Below you will be asked to respond to questions in a text box. You may prepare your answers in another document and then 'cut and paste' your response into each text box. Otherwise, you can work on your response within the application and save your work to come back later, as needed. Writing and grammar skills will also be scored. Please be sure to provide a complete response to each question.
How are racial equity and social justice important to the Metro Customer Service department from a broad perspective for both employees and customers? Please be as specific and detailed as possible in the space allowed.
Please tell us about ways in which you have done customer outreach in the past, either to resolve conflict or to engage customers. Please be as detailed and specific as possible in the space allowed.
Required Question
Salary : $100,293 - $120,740
