Manager of Customer Experience

About Greater Cleveland Regional Transit Authority

The Greater Cleveland Regional Transit Authority (GCRTA) provides transportation services for 150,000-200,000 customers on a typical weekday, or about 45 million rides annually, through a variety of services. In 2016, RTA provided 18.1 million vehicle-miles of service on all modes -- HealthLine, bus, Paratransit, light rail, heavy rail, and vanpools. RTA is the 2019 recipient of the prestigious American Public Transportation Association (APTA) Gold Award for Bus Safety & Security Excellence. We are proud to be one of northeast Ohio's major employers with a workforce of over 2,100 employees carrying out our mission of Connecting the Community.

We offer a wide range of comprehensive benefits and programs to support the health and wellness of employees and family members including health benefits (medical, dental and vision), a wellness incentive program and participation in the Ohio Public Employee Retirement System (OPERS.)

The Manager of Customer Experience is expected to understand, critically analyze, and advocate for the needs of GCRTA customers. This role is expected to 'walk the shoes' of GCRTA customers and influence organizational strategies to optimize customer experience.

Position Summary:

The Manager of Customer Experience is responsible for shaping and executing customer engagement strategies that enhance rider satisfaction, optimize service delivery, and strengthen the relationship between GCRTA and the community it serves. This role involves direct field engagement, data-driven decision-making, and cross-functional collaboration to drive continuous improvement in customer experience.

Conducting immersive field research by riding all modes (Bus, BRT, Light and Heavy Rail, Paratransit) to assess customer experience, service quality, and operational effectiveness. Gathering insight through direct engagement, surveys, and stakeholder outreach to ensure customer perspectives inform strategic decisions. Implement customer journey mapping to identify customer pain points and seek opportunities for enhanced service delivery and customer satisfaction.

The ideal candidate must be comfortable creating a data-driven strategy for performance improvement. Defining and monitoring key performance indicators (KPIs) to assess and improve customer experience. Synthesizing data and customer feedback to support the Senior Director in designing and implementing initiatives that drive service enhancements.

The Manager of Customer Experience will partake in cross-functional collaboration and stakeholder engagement. Driving accountability for service excellence by fostering a culture of continuous feedback and collaboration. Representing GCRTA in customer outreach initiatives.

Minimum Requirements:

• 7 to 9 years of experience in customer service, transportation management, or related experience required
• A minimum of 3 years of supervisory experience is required; public transit experience is preferred (as an employee, a customer, or both).
• An Associate's degree or 2 years of college in business administration, public administration, urban planning, or related field is required. A Bachelor's degree is preferred. Substantial work experience (11 years) is acceptable in lieu of degree requirement.
• Demonstrated ability to develop and execute customer experience strategies, with a strong focus on stakeholder engagement and service optimization.

Additional Details

Working Conditions: The working conditions described below are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential elements of the job function.

Environmental Conditions: This person will work in both an office and garage/shop type of environment. This person will also be required to work outside and ride the buses/trains with customers.

Physical Demands: While performing the duties of this job, the employee is regularly required to sit or stand for up to 8 or more hours a day. The employee is frequently required to see, hear and speak. The employee will be required to work at a computer video display terminal. The employee is required to travel to other locations and work irregular schedules.

Mental Demands: Reading, watching, studying, observing, focused listening, auditing, inspecting, proofreading, and evaluating. Ability to give, receive and analyze information, formulate work plans, prepare written materials and articulate goals and action plans. Ability to communicate effectively (verbal and written); develop and interpret policy, procedures, and data; maintain emotional control under stress.

AN EQUAL OPPORTUNITY/ADA EMPLOYER/DRUG-FREE WORKPLACE