Salary : $100,293.44 - $120,739.84 Annually Location : Madison, WI Job Type: PERMANENT FULL TIME Job Number: 2024-00442 Department: Metro Transit Opening Date: 02/07/2025 Closing Date: 2/21/2025 11:59 PM Central Comp. Group/Range: 44/14 General Description Join the Metro Transit team as Transit Customer Service Manager during a period of exciting growth with the move to an all-electric fleet, a second Bus Rapid Transit line, and updated fare payment options. Metro is looking for a leader who has the following:
- Commitment to building an inclusive and equity-focused workplace, which includes engaged and effective teams
- Creative ability to develop, implement and manage streamlined customer service processes
- Ability to effectively lead staff, problem solve, and work collaboratively within and outside of the agency
The Transit Customer Service Manager is responsible professional supervisory work in leading the Metro Customer Service Team and providing back-up supervision for the Marketing Team. The work involves significant responsibility for developing, directing, coordinating, implementing, and monitoring system-wide transit communications and customer service activities, both directly and through direct reports. Work is carried out under the general supervision of the Transit Chief People Officer. Employees may be eligible for loan forgiveness through the Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn't match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community. Examples of Duties and Responsibilities Administrative
- Direct or coordinate implementation of customer service, outreach, and marketing activities
- Manage Customer service activities with other Metro units
- Direct Metro's user experience using data and analysis, including doing research, developing reports, making recommendations, developing procedures and directing their implementation
- Manage the communication of daily service disruptions to customers including detours, weather delays, service cancellations through various means
- Work with other management staff to respond to media inquiries and maintain positive public relations
- Represent Metro at local businesses, organizations, and events
- Oversee, organize, and present passenger outreach and educational sessions
- Respond to difficult customers in-person, by telephone and in writing
- Develop and manage policies for responding to customers
- Direct, plan, and coordinate communications with internal staff in the form of newsletters, posters, emails, online information, signage, etc. Advise management on best communication practices.
- Write proposals, hire consultants, and supervise work of outside consultants and contractors
Supervisory
- Supervise and assign work to professional, technical and support staff including hiring, training, planning and assigning work, reviewing work, developing performance standards, monitoring work, coaching and reviewing work with employees, disciplining and terminating employees
- Direct the supervision of interns and light duty workers in the unit
- Provide back-up supervision to Marketing staff
- Direct Metro's Customer Feedback Program
- Direct Metro's call center activities, policies, and procedures
Service and Development
- Serve as a member of Metro's Senior Management Team to collaborate on setting direction for the transit system
- Assist in developing Metro's annual Strategic Management System Plan
- Serve as a member of Metro's Service Development Team
- Participate in short- and long-range transit planning activities
Perform related work as required. Minimum Qualifications
- Five (5) years of progressively responsible customer service experience
- Three (3) years of experience supervising staff (could be within the customer service experience)
-OR-
- Associate's or Bachelor's degree in communications, public relations, or closely related field can be substituted for two (2) years of experience, but three (3) years of progressively responsible experience in the customer service field is still required
- Three (3) years of experience supervising staff (could be within the customer service experience)
The City of Madison strives to provide excellent service to all of its residents and visitors. Therefore, successful candidates will have demonstrated ability to work effectively with multicultural communities. For a complete list of the Knowledge, Skills, and Abilities, please see the Special Requirements Ability to meet the transportation needs of the position. Work in this position is primarily sedentary using standard office equipment. However, employee will be expected to access all areas of Metro facilities and travel throughout the city for meetings and presentations. This position may require occasional work outside of normal working hours. Employees in this position must work on site. This is not a remote work position. *Payroll title for this position is Transit Marketing & Customer Service Manager The City of Madison offers excellent pay and benefits for employees. City Ordinances, handbooks, and labor contracts provide specifics; the description here is not to be considered a binding statement but offers an informal summary. Compensation The City of Madison strives to pay competitive wages. View the current for pay for all classifications. Employees receive increases based on tenure with the City. Benefits The City offers a competitive benefits package, including a generous leave package, a variety of insurance options, and non-traditional benefits such as optional pet insurance, a bus pass for all employees, and the possibility of flexible work schedules. A brief summary of benefits is listed below. Please visit our for more information. Leave Vacation is earned upon starting employment and can be used after completion of probation. The general vacation schedule is below. After 1 year 5 work days of vacation After 2 years 10 days After 7 years 15 days After 12 years 20 days After 19 years 25 days After 27 years 27 days Employees earn 5 personal days in addition to vacation. Employees receive eight official paid holidays (New Year's Day, Martin Luther King, Jr. Holiday, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Christmas Day), as well as 1 paid leave day (the Friday after Thanksgiving). Employees also earn 13 sick days annually that may accrue to a total of 150 days. Retirement The City of Madison participates in the Wisconsin Retirement System through the State of Wisconsin Department of Employee Trust Funds. Insurance The City of Madison offers a variety of optional insurance programs including:
- Health Insurance
- Dental Insurance
- Vision Insurance
- Pet Insurance
- Life Insurance
- Income Continuation Insurance (for short and long-term disability)
- Long Term Care Insurance
Other Benefits The City offers numerous other benefits and programs for employees, including: •457(b) deferred compensation plans •Employee Assistance Program •Bus Pass on Madison Metro •Flexible Work Schedules •Employer-paid Training 01 Below you will be asked to respond to questions in a text box. You may prepare your answers in another document and then 'cut and paste' your response into each text box. Otherwise, you can work on your response within the application and save your work to come back later, as needed. Writing and grammar skills will also be scored. Please be sure to provide a complete response to each question.
- I understand that my response is required as part of the application and may be used to determine who will move forward in the process.
02 How are racial equity and social justice important to the Metro Customer Service department from a broad perspective for both employees and customers? Please be as specific and detailed as possible in the space allowed. 03 Please tell us about ways in which you have done customer outreach in the past, either to resolve conflict or to engage customers. Please be as detailed and specific as possible in the space allowed. Required Question
