What are the responsibilities and job description for the Assistant Director, Clipper Operations and Customer Experience position at Metropolitan Transportation Commission?
JOB
DEADLINE TO APPLY IS SUNDAY, FEBRUARY 9, 2025 AT 11:59 PM IF YOU ARE INTERESTED, PLEASE APPLY IMMEDIATELYFirst round interviews tentatively scheduled for Tuesday, February 18, or Friday, February 21, 2025A resume and cover letter are not required with your application, but highly encouraged.Be ready to rethink your assumptions about the public sector. Dedicated and motivated colleagues? Beautiful, high amenity building for on-site work and collaboration? Flexible schedules and hybrid work options? Yes, yes, and yes! ABOUT MTCThe Metropolitan Transportation Commission (MTC) is the transportation planning, financing and coordinating agency for the nine-county San Francisco Bay Area. For more information about MTC, visit www.mtc.ca.gov.ABOUT THE SECTIONClipper is the Bay Area’s regional transit fare collection system. MTC’s Clipper section is responsible for all aspects of the Clipper program. The Clipper Section delivers two major functions necessary for MTC’s operation of the region-wide Clipper system: (1) direction of the planning, development, governance, policy and new implementation of the Clipper system, including management of the overall contracting approach and the Clipper budget, and (2) Clipper technical operations, customer experience, and financial oversight for the processing, reconciliation, settlement, and reporting of fares collected for the 22 Clipper participating transit operators.ABOUT THE ROLEUnder the general direction of the Section Director, the Assistant Director, Clipper Operations and Customer Experience will be responsible for managing Clipper customer service, with a strong focus on oversight of day-to-day operations and maintenance, performance monitoring, and customer education. The role also includes financial oversight for the processing, reconciliation, settlement, and reporting of fares collected by Clipper. The Assistant Director will work closely with the Assistant Director, Clipper Development and Budget, to support the development of the Clipper program. The Assistant Director will be responsible for coordinating internal and external partners to support the day-to-day operations and maintenance, performance monitoring, and customer education that provide seamless travel for customers.The Assistant Director will manage a team of direct reports, consultants and staff. In addition, the Assistant Director will work closely with staff from Regional Network Management, Legislation and Public Affairs, Contracts, Legal, and Finance sections.As a member of the MTC management/leadership team, the Assistant Director is expected to initiate, implement and complete projects, services, programs, and operations. As such, the Assistant Director is expected to provide leadership by supporting, mentoring and motivating staff; maintaining client/partner relations; and fostering cross-section collaboration and cooperation. An Assistant Director is expected to successfully execute responsibilities and duties by managing reporting staff and managing available resources regardless of their specific program and function assignments. New and different program, project, or function assignments may be assigned to Assistant Directors in an effort to keep up with changing program requirements. As such, the Assistant Director may perform other job-related duties as needed or assigned.
EXAMPLE OF DUTIES
Strategic ManagementDevelop goals, milestones, and strategic recommendations for review and approval by MTC's Executive Office, Commission, and Clipper Executive Board aligned with MTC's mission, vision, and values as well as the MTC/ABAG Equity Platform.Work in collaboration with Assistant Directors and Directors throughout the agency, demonstrating flexibility in developing cohesive and comprehensive policy recommendations.Coordinate staff assignments based on the Clipper 2-Year Budget and Work Plan to ensure effective use of available resources and develop and prioritize work tasks accordingly.Provide explicit direction and ensure roles and responsibilities are clearly articulated and supported; thoughtfully evolve roles and responsibilities over time to maximize opportunities for growth and to meet the agency’s evolving needs.Ensure the integration of assigned responsibilities with related initiatives within and outside of the Clipper Program.Program ManagementOversee major agency initiatives from visioning to planning to implementation, leading teams to advance successful outcomes.Engage in strategic decision-making, in close collaboration with Clipper and other Assistant Directors and Directors, to advance near- and long-term agency priorities.Champion cross-functional collaboration both individually and with direct reports with teams throughout MTC/ABAG.Ensure the delivery of the Clipper operational program and excellent customer service for transit riders and partner transit agencies through work plan development and implementation. Ensure timely decision-making and high-quality work products.Staff OversightMonitor overall work assignments and workflow for staff within their unit.Ensure staff assignments are resourced properly to ensure successful delivery of projects and programs; identify shortfalls and gaps in resources and recommend solutions.Provide leadership and clear direction to assigned staff; instruct staff regarding work procedures, review and evaluate work performance, and identify growth and training opportunities.Serve as point of escalation for problem-solving and conflict resolution.
SUPPLEMENTAL INFORMATION
EMPLOYMENT REQUIREMENTSSuccessful completion of a background check, professional references and the Employment Eligibility Verification Form I-9. DISABILITYThe Human Resources Department will make reasonable efforts in the recruitment or skills assessment process to accommodate applicants with disabilities. If selected for an interview or testing, and you require accommodation, please notify the Human Resources Department when confirming your interview or test.APPLICATION ASSISTANCEIf you need technical assistance with your on-line application, please contact NEOGOV's Applicant Support Line at (855) 524-5627, available from 8:00 AM to 5:00 PM (PST) Monday through Friday, excluding holidays.All MTC employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.
DEADLINE TO APPLY IS SUNDAY, FEBRUARY 9, 2025 AT 11:59 PM IF YOU ARE INTERESTED, PLEASE APPLY IMMEDIATELYFirst round interviews tentatively scheduled for Tuesday, February 18, or Friday, February 21, 2025A resume and cover letter are not required with your application, but highly encouraged.Be ready to rethink your assumptions about the public sector. Dedicated and motivated colleagues? Beautiful, high amenity building for on-site work and collaboration? Flexible schedules and hybrid work options? Yes, yes, and yes! ABOUT MTCThe Metropolitan Transportation Commission (MTC) is the transportation planning, financing and coordinating agency for the nine-county San Francisco Bay Area. For more information about MTC, visit www.mtc.ca.gov.ABOUT THE SECTIONClipper is the Bay Area’s regional transit fare collection system. MTC’s Clipper section is responsible for all aspects of the Clipper program. The Clipper Section delivers two major functions necessary for MTC’s operation of the region-wide Clipper system: (1) direction of the planning, development, governance, policy and new implementation of the Clipper system, including management of the overall contracting approach and the Clipper budget, and (2) Clipper technical operations, customer experience, and financial oversight for the processing, reconciliation, settlement, and reporting of fares collected for the 22 Clipper participating transit operators.ABOUT THE ROLEUnder the general direction of the Section Director, the Assistant Director, Clipper Operations and Customer Experience will be responsible for managing Clipper customer service, with a strong focus on oversight of day-to-day operations and maintenance, performance monitoring, and customer education. The role also includes financial oversight for the processing, reconciliation, settlement, and reporting of fares collected by Clipper. The Assistant Director will work closely with the Assistant Director, Clipper Development and Budget, to support the development of the Clipper program. The Assistant Director will be responsible for coordinating internal and external partners to support the day-to-day operations and maintenance, performance monitoring, and customer education that provide seamless travel for customers.The Assistant Director will manage a team of direct reports, consultants and staff. In addition, the Assistant Director will work closely with staff from Regional Network Management, Legislation and Public Affairs, Contracts, Legal, and Finance sections.As a member of the MTC management/leadership team, the Assistant Director is expected to initiate, implement and complete projects, services, programs, and operations. As such, the Assistant Director is expected to provide leadership by supporting, mentoring and motivating staff; maintaining client/partner relations; and fostering cross-section collaboration and cooperation. An Assistant Director is expected to successfully execute responsibilities and duties by managing reporting staff and managing available resources regardless of their specific program and function assignments. New and different program, project, or function assignments may be assigned to Assistant Directors in an effort to keep up with changing program requirements. As such, the Assistant Director may perform other job-related duties as needed or assigned.
EXAMPLE OF DUTIES
Strategic ManagementDevelop goals, milestones, and strategic recommendations for review and approval by MTC's Executive Office, Commission, and Clipper Executive Board aligned with MTC's mission, vision, and values as well as the MTC/ABAG Equity Platform.Work in collaboration with Assistant Directors and Directors throughout the agency, demonstrating flexibility in developing cohesive and comprehensive policy recommendations.Coordinate staff assignments based on the Clipper 2-Year Budget and Work Plan to ensure effective use of available resources and develop and prioritize work tasks accordingly.Provide explicit direction and ensure roles and responsibilities are clearly articulated and supported; thoughtfully evolve roles and responsibilities over time to maximize opportunities for growth and to meet the agency’s evolving needs.Ensure the integration of assigned responsibilities with related initiatives within and outside of the Clipper Program.Program ManagementOversee major agency initiatives from visioning to planning to implementation, leading teams to advance successful outcomes.Engage in strategic decision-making, in close collaboration with Clipper and other Assistant Directors and Directors, to advance near- and long-term agency priorities.Champion cross-functional collaboration both individually and with direct reports with teams throughout MTC/ABAG.Ensure the delivery of the Clipper operational program and excellent customer service for transit riders and partner transit agencies through work plan development and implementation. Ensure timely decision-making and high-quality work products.Staff OversightMonitor overall work assignments and workflow for staff within their unit.Ensure staff assignments are resourced properly to ensure successful delivery of projects and programs; identify shortfalls and gaps in resources and recommend solutions.Provide leadership and clear direction to assigned staff; instruct staff regarding work procedures, review and evaluate work performance, and identify growth and training opportunities.Serve as point of escalation for problem-solving and conflict resolution.
SUPPLEMENTAL INFORMATION
EMPLOYMENT REQUIREMENTSSuccessful completion of a background check, professional references and the Employment Eligibility Verification Form I-9. DISABILITYThe Human Resources Department will make reasonable efforts in the recruitment or skills assessment process to accommodate applicants with disabilities. If selected for an interview or testing, and you require accommodation, please notify the Human Resources Department when confirming your interview or test.APPLICATION ASSISTANCEIf you need technical assistance with your on-line application, please contact NEOGOV's Applicant Support Line at (855) 524-5627, available from 8:00 AM to 5:00 PM (PST) Monday through Friday, excluding holidays.All MTC employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.
