Chief of Customer Information and Lost & Found Offices

Salary

$121,576.00 - $146,972.80 Annually

Location

Seattle, WA

Job Type

Career Service, Full Time, 40 hrs/week

Job Number

2025MT23814

Department

MTD - Metro Transit

Division

Mobility

Opening Date

02/27/2025

Closing Date

3/23/2025 11:59 PM Pacific

FLSA

Exempt

Bargaining Unit

C3 : PROTEC17-Transit Chiefs

Full- or Part-Time

Full Time

• Description
• Benefits
• Questions
  
  

Summary

This position is open to King County employees working in the Mobility Division only

Lead a Dynamic, High-Impact Customer Service Team at Metro Transit

King County Metro is seeking an experienced and customer-focused leader to serve as the Chief of Customer Services for the Metro Transit Customer Information Office (CIO). This pivotal role is responsible for managing and overseeing the day-to-day operations of a fast-paced, high-volume customer service environment that provides vital information and assistance to transit riders across the Pacific Northwest. The Chief of Customer Services plays a critical role in ensuring the seamless operation of Metro's customer service programs by overseeing workflow, staffing, training, employee development, and continuous service improvements.

In this position, the Chief of Customer Services will serve as the primary point of contact and liaison for internal and external customer service inquiries, escalated concerns, and interdepartmental coordination. The role requires strong leadership skills to support, guide, and mentor front-line customer service teams while ensuring that employees are equipped with the necessary knowledge, tools, and resources to provide accurate, timely, and courteous service to Metro riders. The Chief will work closely with CIO Leads and Senior Specialists to proactively address service challenges, implement process improvements, and maintain operational excellence across the division.

As a mission-critical leadership position, the Chief of Customer Services must be highly adaptable, proactive, and responsive, particularly in emergency or crisis situations. The individual in this role is expected to report to work during emergencies, transit disruptions, and other urgent circumstances that impact customer service operations. This role demands a deep understanding of public transit systems, customer service best practices, and workforce management strategies to effectively support Metro’s commitment to providing a seamless and inclusive rider experience.

In addition to leading the customer service team, this position requires exceptional communication skills, a strong customer advocacy mindset, and the ability to foster collaboration across multiple departments and workgroups. The Chief of Customer Services will be responsible for evaluating team performance, identifying areas for improvement, and implementing innovative strategies to enhance service quality, efficiency, and customer satisfaction.

This recruitment will fill one (1) Chief of Customer Services position. Additionally, an eligibility pool may be created to fill future vacancies within the Mobility Division. The eligibility pool will remain active for 12 months from the posting date and may be used at the discretion of the hiring authority to fill similar positions as they become available.

This is an exciting opportunity for a dedicated and experienced customer service leader to contribute to the success of one of the nation's leading public transit agencies. If you have a passion for delivering high-quality customer experiences, leading diverse teams, and driving operational excellence, we encourage you to apply and join the Metro Transit Customer Information Office in shaping the future of transit services in King County.

Job Duties

Applying equity and social justice principles is a daily responsibility and a foundational expectation for all King County employees. In this role, you will apply equity and social justice principles that exemplify shared values, behaviors, and practices to all aspects of the work. You will:

• Supervise and Support Staff: Manage a team of approximately 30 frontline Customer Information Specialists, Seniors, and Leads. Hire, train, mentor, and evaluate staff while fostering a positive, inclusive, and high-performing work environment.
• Establish Performance Expectations: Set and communicate productivity and service quality standards, ensuring alignment with department goals. Implement employee engagement and recognition strategies to enhance motivation and professional growth.
• Oversee Daily Operations: Ensure efficient workflow, workload distribution, and adherence to best practices. Respond to and resolve emergent operational challenges while ensuring compliance with Metro policies and regulatory requirements.
• Handle Personnel and Labor Relations: Manage grievances, disciplinary actions, and labor relations issues, promoting a culture of mutual respect, cooperation, and diversity.
• Customer Service and Issue Resolution: Collaborate with front-line staff, customers, and stakeholders to address escalated customer concerns, conducting investigations and implementing solutions. Act as a liaison for internal requests, including customer response, issue resolution, investigative research, and historical data retrieval.
• Process Improvement and Policy Development: Analyze performance metrics to enhance efficiency and customer satisfaction. Develop, implement, and evaluate policies, procedures, and programs that impact customer service operations.
• Training and Development: Facilitate staff training sessions and presentations on transit products, technology improvements, and operational updates.
• Emergency and Incident Response: Manage, supervise, or participate in responses to emergencies, accidents, and sensitive customer incidents related to customer service programs.
• Special Projects and Stakeholder Collaboration: Coordinate and support special projects, new transit products, and technology improvements while acting as team liaison for internal and external stakeholders.
• Act as Transit Supervisor as Assigned.
  
  

Experience, Qualifications, Knowledge, Skills

We are looking for candidates that meet the following minimum qualifications:

• Supervisory or leadership experience, including coaching, mentoring, and performance management.
• Experience managing frontline customer service teams and handling escalated service issues.
• Strong verbal and written communication skills, including experience with stakeholder engagement.
• Knowledge of transit operations and a commitment to improving customer experiences.
• Proven ability to lead teams through change, implement engagement strategies, and foster a collaborative environment.
• Experience with Microsoft Office (Excel, Word, Outlook, PowerPoint) and SharePoint
• Knowledge of employment law, non-discrimination policies, and customer service best practices.
• Experience with Salesforce Customer Relationship Management (CRM) or similar case management systems.
• Experience with NICE InContact call center software or similar call center management systems.
  
  

Preferred Qualifications

• Two or more years of supervisory experience in a union-represented, public-sector, or call center environment.
• Four or more years of direct customer service or sales experience.
• Familiarity with King County Metro's transit network, mobility services, service planning and operatons functions integral to service delivery.
• Experience with Metro’s customer service tools, including ATIS trip planning, Salesforce LEX, InContact, and ORCA support.
• Knowledge of continuous improvement methodologies (LEAN or similar).
• Bachelor's degree in public administration, planning, economics, transportation, or a related field or equal work experience.
  
  

Why Join Us?

This is a unique opportunity to lead a dedicated team in delivering high-quality customer service to our community. At King County Metro, we value innovation, collaboration, and a customer-first approach. If you are passionate about public service and enjoy leading dynamic teams, we encourage you to apply.

Necessary Special Requirements

A valid Washington State driver's license within thirty days after hire, or the ability to travel throughout the county in a timely manner, is required.

Supplemental Information

Application & Selection Process

• A completed Job Application (employment history should go back at least 10 years if you have 10 years of employment (or more to include all relevant experience). Resumes are not accepted in lieu of a completed job application.
• Cover Letter detailing your background and describing how you meet or exceed the requirements (No more than 2 pages).
• Resume
  
  

All the application materials will be screened for qualifications, competitiveness, completeness, attention to detail and written communications kills. The most competitive candidates may be invited to participate in one or more interviews. Final offers are contingent on successful completion of reference checks.

Work Schedule

The base hours for this position are generally 8:00 a.m. - 5:00 p.m. Monday through Friday, but this position may at times work a flexed schedule to provide staff support during business hours, currently 6:00 a.m.- 8:00 p.m. This position is exempt from the provisions of the Fair Labor Standards Act and is not overtime eligible.

Union Representation/Job Code/Grade

PROTEC17/Jobcode223650/Grade69

Work Location

This position will be located in the King Street Center Building - 201 S Jackson St, Seattle, WA 98104.

Teleworking Requirement

The work associated with this position will be performed predominantly in a hybrid work environment working in the office and at home. Employees will have access to shared workspaces at various King County facilities. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

To Apply

If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact: Manal Tirhi, mtirhi@kingcounty.gov

Forbes recently named King County as one of Washington State's best employers. Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work, and play.

Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion, and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles--we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way, and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ , people living with disabilities, and veterans.

King County is an Equal Employment Opportunity (EEO) Employer.

No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.

Benefits

King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:

• Excellent medical, dental, and vision coverage options: King County provides eligible employees with options, so they can decide what’s best for themselves and their eligible dependents
• Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
• Retirement: eligible King County employees may participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
• Transportation program and ORCA transit pass
• 12 paid holidays each year plus two personal holidays
• Generous vacation and paid sick leave
• Paid parental, family and medical, and volunteer leaves
• Flexible Spending Account
• Wellness programs
• Onsite activity centers
• Employee Giving Program
• Employee assistance programs
• Flexible schedules and telecommuting options, depending on position
• Training and career development programs
  
  

For additional information about employee benefits, visit our Benefits, Payroll, and Retirement Page.

This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails.

NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.

For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.

01

Please check which minimum qualifications you meet (check all that apply). Your other application materials must reflect the qualifications that you check.

• Experience in a supervisory or lead capacity that included performance coaching/feedback, mentoring, evaluating, and supporting employees in achieving goals and objectives.
• Experience engaging, motivating and managing a team of frontline staff who are engaged with customers
• Experience interacting directly with customers through work in customer relations and/or sales.
• Knowledge of effective customer relations techniques and experience in handling escalated and/or sensitive customer service issues.
• Experience communicating effectively with multiple and diverse stakeholders, both orally and in writing and by using visual information.
• Knowledge of transit operations.
• Demonstrated commitment to improving customer experiences.
• Experience leading teams through changing business needs, conditions, and work responsibilities; responds positively to change, embracing and using new practices or values.
• Demonstrated leadership, communication, interpersonal and conflict resolution skills, including the ability to build and lead front-line teams experiencing frequently changing knowledge requirements and staff composition.
• Experience implementing employee engagement and employee development strategies within a workgroup.
• Demonstrated ability to work collaboratively and successfully with a diverse group of individuals from a variety of different positions and backgrounds, to develop partnerships, negotiate agreements, and to facilitate consensus.
• Knowledge of employment law as it pertains to behavior in the workplace with respect to anti-discrimination and anti-harassment.
• Knowledge of non-discrimination laws and policies relevant to the provision of Metro's products and services.
• Demonstrated proficiency in MS Excel, Word, Outlook, PowerPoint; experience using SharePoint.
• Knowledge and experience using Salesforce Customer Relationship Management system (CRM).
  
  

02

Please check which desired qualifications you meet (check all that apply).

• Two or more years of supervisory or lead experience in a public sector, union-represented workplace or in a call center/contact center customer service environment.
• Four or more years of experience interacting directly with customers through work in customer relations and/or sales.
• Knowledge of Metro's transit network and mobility services, and familiarity with service planning and operations functions integral to service delivery.
• Knowledge of and experience with Metro Transit customer service tools and systems including ATIS trip planning, ORCA back-office support, and Salesforce C3/A3 case management
• Experience implementing LEAN and/or other continuous improvement concepts in work processes.
• Bachelor's degree in public administration, planning, economics, transportation, behavior science or a related field.
• Experience in conducting research and evaluation efforts.
  
  

03

MTD - Are you applying to this position as an eligible current or previous King County Employee Priority Placement Program Participant? AND Is this position the same or lower percentage of full-time when compared to the position held at the point of the notification of layoff? AND Do you possess the skills and abilities to qualify for this position?

• Yes, I was given a layoff notice from my Career Service role at King County and I am within two years of the effective date of my layoff. Additionally, the position I was laid off from was the same or a higher percentage of FT status when compared to this one.
• No.
  
  

04

MTD - If you answered yes to the question above and you are applying for this position as a Priority Placement Participant, to be considered, you must provide the following three pieces of information in the space provided: 1. The title you held when you received your layoff notice 2. The department you worked in 3. The effective date of your layoff

05

I certify that the statements made by me on the application and supplemental questions are, to the best of my knowledge, true, complete and correct. I understand that any misrepresentation or material omission of fact on this or any other document required by King County may constitute grounds for rejection, or if employed by King County, for disciplinary measures, including dismissal.

• Yes
• No
  
  

Required Question

Employer King County

Address King Street Center

201 South Jackson Street

Seattle, Washington, 98104

Phone 206-477-3404

Website http://www.kingcounty.gov/