MANAGER, COMMUNICATIONS (CUSTOMER SERVICE INFORMATION)

Salary : $90,521.60 - $135,740.80 Annually

Location : Los Angeles, CA

Job Type : Regular Employee

Job Number : 2400306

Cabinet : CUSTOMER EXPERIENCE OFFICE

Cost Center : 7140 - MARKETING

Opening Date : 01 / 03 / 2025

Closing Date : 1 / 13 / 2025 5 : 00 PM Pacific

FLSA : Exempt

Bargaining Unit : Non-Contract

Metro's mission is to provide a world-class transportation system that enhances the quality of life for all who live, work, and play within LA County.

Description

Manages and oversees the planning and execution of communications, public relations, and marketing campaigns on Metro social media channels and across all paid media. The Manager is to lead and supervise the growing team responsible for issuing bus and rail service alerts and addressing customer inquiries online. This position is based at Metro's Rail Operations Center in Willowbrook and will require flexibility, including early morning, late evening, and weekend hours.

Examples of Duties

• Plans, prepares and oversees the execution of Metro advertising campaigns, including social media, digital, out of home (OOH), print, and broadcast
• Plans and executes annual department and ad hoc project-level strategic plans and campaigns
• Plans, prepares, and oversees the design, typesetting, and printing of publications
• Plans, prepares, and oversees the conceptual design, production, and distribution of video programs
• Manages, reviews, and edits content on Metro social media platforms
• Oversees special event production and execution
• Manages VIP (Very Important Person) tour program of the agency and construction projects
• Develops and manages relationships with print, electronic, and digital media providers / vendors
• Coordinates with social media content producers and community managers across the agency to implement best practices and train staff
• Writes, edits, and proofreads copy for all public information materials and video productions
• Oversees commercial filming program and manages vendor
• Plans and acquires photography and graphics for publications, and footage and other video-related elements for use in video productions
• Develops and monitors budgets and costs
• Collaborates with staff in other units of the communications department and outside departments
• Analyzes production contracts and vendors' performance and identifies solutions to minimize production and printing costs
• Prepares reports and recommendations on communications and promotional goals and activities
• Conducts surveys and research on publications; prepares reports and recommendations
• Prospects and generates new sales leads
• Supervises, trains, mentors, and motivates assigned staff
• Communicates and implements safety rules, policies, and procedures in support of the agency's safety vision and goals; and maintains accountability for the safety performance of all assigned employees
• Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of Metro are carried out

May be required to perform other related job duties

Minimum Qualifications

A combination of education and / or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position. Additional experience, as outlined below, may be substituted for required education on a year-for-year basis. A typical combination includes :

Education

Experience

Certifications / Licenses / Special Requirements

Preferred Qualifications

Preferred Qualifications (PQs) are used to identify relevant knowledge, skills, and abilities (KSAs) as determined by business necessity. These criteria are considered preferred qualifications and are not intended to serve as minimum requirements for the position. PQs will help support selection decisions throughout the recruitment. In addition, applicants who possess these PQs will not automatically be selected.

The following are the preferred qualifications :

Essential Knowledge

Knowledge of (defined as a learned body of information that is required for and applied in the performance of job tasks)

Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)

Ability to (defined as a present competence to perform an observable behavior or produce an observable result)

Special Conditions The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job. Metro provides reasonable accommodation to enable individuals with disabilities to perform the essential functions.

Working Conditions

Physical Effort Required

Metro is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, ancestry, national origin, gender, marital status, sexual orientation, religion, age, veteran status, or disability. Learn more about Metro does not deny participation in the application process to anyone with prior justice system involvement, in line with hiring practices.

Selection Procedure

Applicants who best meet job-related qualifications will be invited to participate in the examination process that may consist of any combination of written, performance, or oral appraisal to further evaluate job-related experience, knowledge, skills and abilities.

Application Procedure

To apply, visit Metro's website at www.metro.net and complete an online Employment Application.

Computers are available to complete online Employment Applications at the following Metro location :

METRO Headquarters, Employment Office

One Gateway Plaza

Los Angeles, CA 90012

Telephone : (213) 922-6217 or persons with hearing or speech impairments can use California Relay Service 711 to contact Metro.

All completed online Employment Applications must be received by 5 : 00 p.m. on the closing date. Late applications will not be considered.

This job bulletin is not to be construed as an exhaustive list of duties, responsibilities, or requirements. Employees may be required to perform other related job duties.

BENEFITS FOR REGULAR EMPLOYEES

Benefits cover probationary or regular full-time (working at least 40 hrs / week) employees of Metro.

We offer a range of high-quality medical, dental and vision plan options as well as health care spending accounts for you and your family. Metro will cover a significant portion of your health care premiums.

Medical / Dental / Vision Plan - Employee has the choice of 3 separate medical plans and 3 dental plans. A separate vision plan is included in each medical plan.

Group Life Insurance - PTSC pays for an amount equal to your annual salary, rounded up to the nearest $1,000. Minimum amount of life insurance is $30,000.

Accidental Death & Dismemberment Insurance - PTSC provides $50,000 coverage for each employee. Additional voluntary coverage in amounts up to $500,000 is available at favorable premium rates.

Long-Term Disability Insurance - 100% employer paid. Provides employees with a minimum income of 60% of earnings after six months of disability. Buy up or buy down options available.

Holidays - 12 days a year : New Year's Day, Martin Luther King, Jr. Day, Presidents' Day, Memorial Day, Independence Day, Labor Day, Veterans' Day, Cesar E Chavez, Juneteenth,Thanksgiving Day, Day After Thanksgiving, and Christmas Day.

Time off with Pay (TOWP) - Compensates employees who are on approved absence from work for reasons such as illness, injury, medical and dental appointments, personal business, vacation, or observance of (a) religious holiday.

Years of Service Annual Accrual

Hire date - 5 years 20 days

Beginning of 6th - 10th year 25 days

Beginning of 11th - 15th year 30 days

Beginning of 16th years 35 days

Pension Plan - PTSC retirement plan is the Public Employees' Retirement System (PERS). Vesting is five (5) years. Minimum retirement age is 52, based on the 2% at 62 formula.

Other Benefits : Transportation passes for employees and / or eligible dependents; Medicare; Tuition reimbursement; credit union membership; SDI; Deferred Compensation Plan; 401(K) Thrift plan; EAP; Medical and Dependent Care Flexible Spending Accounts; Flexible work schedules; and Jury Duty Pay.

BENEFITS FOR TEMPORARY EMPLOYEES

Temporary (Contingent) employees are eligible for the following benefits only :

Public Pension Plan

457 / 401K Plan

Flex Spending

Paid Sick Time

Fare Media

Rideshare Subsidies

Metro One Fitness membership

For more information on the Benefits Enrollment for Contingent Employees, please visit LA Metro's Pension & Benefits website at

Please acknowledge that the following responses will be used to supplement and expand on the Work Experience section of your application. It is important to provide detailed answers anddo not refer to or rely on a resume or other documentation as we will not review resumes to determine qualifications. The information provided in your application must support your selected answers in the supplemental questions. The information you provide will be verified and documentation may be required. Please be as accurate as possible. By completing this supplemental questionnaire you are attesting that the information you have provided is accurate. Any misstatements, omissions, or falsification of information may eliminate you from consideration or result in dismissal.

Please select the highest level of education you have completed.

Please select the number of years of relevant experience you have performing work in marketing, advertising, or other communications programs.

If you indicated having relevant experience performing work in marketing, advertising, or other communications programs, please describe where and how you gained this experience, including names of employers, dates of employment, and duties performed. If you do not have this experience, please indicate "N / A."

Please select the number of years of relevant supervisory-level experience you have performing work in marketing, advertising, or other communications programs.

If you indicated having supervisory experience performing work in marketing, advertising, or other communications programs, please describe where and how you gained this experience, including names of employers, dates of employment, and duties performed. If you do not have this experience, please indicate "N / A."

Please describe your experience managing social media customer service information for a transportation or government agency, please describe where and how you gained this experience, including names of employers, dates of employment, and duties performed. If you do not have this experience, please indicate "N / A."

Please describe your experience utilizing social media management tools to schedule posts, engage with customers, generate reports, and analyze customer sentiment and emerging trends, please describe where and how you gained this experience, including names of employers, dates of employment, and duties performed. If you do not have this experience, please indicate "N / A."

Please describe your experience managing a team in the areas of social media and / or customer service, please describe where and how you gained this experience, including names of employers, dates of employment, and duties performed. If you do not have this experience, please indicate "N / A."

Please describe your experience interacting with customer inquiries and complaints, please describe where and how you gained this experience, including names of employers, dates of employment, and duties performed. If you do not have this experience, please indicate "N / A."

Required Question

Salary : $90,522 - $135,741