Project Manager Transit Customer Experience

2 days ago

Hamilton, Canada City of Hamilton Full time

**About the City of Hamilton**

**Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometres of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason**

**JOB POSTING**

JOB ID #: 19573

**Project Manager Transit Customer Experience**
Public Works
Transit
2200 Upper James Street

NUMBER OF VACANCIES: 1 Full-Time Regular

UNION/NON-UNION: Non Union Mgmt Professional

HOURS Of WORK: 35.00 per week
- GRADE: 5
- SALARY/HOUR: $44.762 - $52.350 per hour- Note: See appropriate Collective Agreement or the Non Union Salary Range for details.

STATUS/LENGTH: Permanent

Job Description ID #: A11156

**Vaccine Verification - **As a condition of employment you are required to provide proof that you are fully vaccinated or provide proof of valid exemption satisfactory to the employer prior to your start date. You must acknowledge and agree to comply with any future vaccine policy requirements as an ongoing condition of employment at the City of Hamilton.

**SUMMARY OF DUTIES**

Reporting to the Senior Project Manager of Customer Experience, the Project Manager of Transit Customer Experience plans, manages and co-ordinates customer advocacy programs, including project management, contract management, management of partnerships, customer-related data, and initiatives to increase ridership for the City’s conventional and specialized transit services.

**GENERAL DUTIES**

**Project Management**

Develop project plans, work break-down structures, and project resource planning including the identification of tasks, estimated costs, schedules, milestones and, team member assignments.

Monitor budgets based on corporate policies and guidelines.

Prepares specifications, terms of reference, purchase order requests and other documentation for the purchase of goods and services required for the implementation of programs and projects.

**Customer Experience**

Conduct market research, analyze information, and provide recommendations.

Monitor brand guidelines according to Corporate and Division standards. Ensure a consistent look and feel is adhered to by staff. Meet quality graphic and design standards.

Identify opportunities for positive media coverage for Transit in consultation with the Communications Officer assigned to Public Works.

Think creatively, demonstrate a passion for customer-focused design from idea to implementation and action, and a commitment to continuous improvement strategies.

Monitor industry practices for innovative ways to improve the customer experience and attract new customers.

**Community Outreach**

Facilitate public meetings, stakeholder consultation, focus groups, and / or internal project meetings / sessions.

Write community reports to provide updates on achievements, gaps, and opportunities.

Participate and occasionally act as spokesperson in discussions / presentations to other City departments, stakeholders, and the public. Attend various public meetings as required.

Work closely with the customer loyalty team to align and integrate customer attraction and retention programs / initiatives.

Conduct ongoing voice of customer research to ensure Transit services remain relevant.

**Other**

Ensure compliance with City policies, procedures, rules, regulations, and safe working practices.

Work in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.

Perform other duties as assigned which are directly related to the responsibilities of the position.

Required to work during labour disputes or other work stoppages and to perform a variety of added duties during these events.

This position may require evening and weekend work.

**QUALIFICATIONS**
- Proven knowledge of the theories and practices of customer experience and community outreach models normally acquired by attaining a degree in business administration, public relations, social sciences, or related discipline or any combination of education, training, and experience deemed equivalent.
- In-depth knowledge of customer experience (including attraction and retention) and community outreach principles and practices gained through previous extensive experience managing such programs including budgeting and fiscal control.
- Demonstrated experience in project management, business planning, quality assurance, and financial management.
- Demonstrated experience in the development and implementation of a variety of effective custome

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