Senior Product Specialist DART - Community Transit : Job Details

As a Customer Experience Senior Product Specialist, you will enhance travel experiences by creating a responsive and enjoyable transit environment. You will collaborate with a cross-functional product team to develop and improve paratransit products and services, and address customer experience issues to develop long-term mitigation strategies.

NOTE: This role will require you to work out of our office in Everett WA. a minimum of 2 days per week.

Customer Experience

• Collaborate with stakeholders to monitor Community Transit's DART service to ensure a great end-to-end experience for customers with varied needs.
• Assess and analyze customer experience issues to develop long-term mitigation strategies.
• Analyze product performance and voice of the customers data. Detect patterns, identify customer experience problems, and document successes, ensuring responsive service improvements.
• Cultivate programs within the product team to amplify the customer voice. Create channels for feedback and integrate customer insights into product development.

Collaboration

• Maintain a 3-year product roadmap to plan agency budget resources and priorities.
• Coordinate with cross-functional DART team members and customers to design, test, and execute product improvements, system modifications, and related customer and internal communications.
• Facilitate collection and distribution of product performance data to agency stakeholders, leaders, and the public.
• Combine input from cross-functional DART team members and agency stakeholders, along with customer feedback and performance data, to make product roadmap recommendations.
• Conduct community outreach, facilitating the two-way flow of information between regional communities, community-based organizations, and internal agency stakeholders.

Product Oversight and Improvement

• Facilitate and coordinate customer research, including customer interviews, field testing, surveys, focus groups, and other approaches.

• Monitor paratransit services at other agencies. Document best practices and develop recommendations for DART improvements.

• Develop, test, and analyze new product capabilities.

• Assess product budget against actual performance. Recommend optimal use of agency funds.

Minimum Qualifications

• Three or more years of experience working on a cross functional team delivering a customer-facing product, service or application.
• Three or more years of professional experience managing projects from initiation to implementation.
• Experience with data collection, analysis, and reporting.
• Familiarity with Kaizen, Lean, Agile or similar continuous improvement methods.

An equivalent combination of education and experience to successfully perform the job duties is also accepted.

Knowledge Requirements

• Passion for transit, mobility services, or related areas of customer service.
• Product Management.
• Fundamentals of data collection and analysis.
• Customer and product research methods and approaches.

Skill Requirements

• Fostering an inclusive workplace by valuing and leveraging diversity, equity, and inclusion to uphold Community Transit's Core Values and achieve the organization's vision and mission. Inspiring and fostering team commitment, pride, and trust. Facilitating cooperation and motivating team members to accomplish group goals while treating others with courtesy, sensitivity, and respect.
• Establishing and maintaining effective interpersonal relationships with coworkers, supervisors, the public, and others.
• Public speaking, including presenting technical and non-technical information to audiences with varying levels of technical expertise.
• Working with internal and external customers in a professional manner.
• Attention to detail while working with complex data.
• Working effectively both independently and as part of a team.

Preferred Skills and Knowledge

• Project management certification
• Knowledge of federal, state, and local laws regarding disability accommodations.

Working Conditions

Hybrid telework may be available. Availability is at management discretion and may not be available for this position based on the nature of the work. Work is performed in an office environment and requires the use of office equipment and technology. You may also be required to lift and carry materials up to 20 pounds occasionally, and up to 10 pounds frequently. While performing fieldwork, you may also be exposed to automotive fumes, odors, and dust, and may need to complete tasks in noisy environments and varying weather conditions.

Application and Selection Process:

• Only on-line applications accepted. Please include resume.
• Applicants for this job may be considered for other openings up to six months after the date this position is filled.
• Applicants who meet the minimum requirements may be scheduled for an interview as well as a variety of tests to demonstrate knowledge, and skills for the position. The evaluation process may include interviews, background check, reference checks and various performance tests.
• Salary will be negotiated based on skills and experience.

Employee Benefits:

Employees (and their families) are covered by medical, dental, vision, basic life and disability insurance. Employees participate in the Public Employees Retirement System (PERS) and have the option to enroll in the agency's deferred compensation plan. In addition to WA Paid Sick Leave, employees in this position, accrue of 24 days of Paid Time off (192 hours) in their first year and ten (10) paid holidays throughout the calendar year. Full list of all benefits and details can be found here.

If you have a family member, or share the same living quarters of a current Community Transit employee, please let your Human Resources Recruiter know as your eligibility for this position will be affected.

Community Transit provides a tobacco-free and drug-free work environment. As a recipient of federal funds, Community Transit is an Equal Opportunity Employer and does not unlawfully discriminate on an basis prohibited by Federal, State or Local law. We value and encourage diversity in our workforce. EOE AA M/F/Vet/Disability. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.