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Manager of Transit Customer Experience and Planning
2 weeks ago
**Section**: Transit Customer Experience and Planning
**Division**: Transit Services
**Department**: Community Development
**Initial Reporting Location**: 1160 Lorne Street
**Job Status**: Permanent Position
**Affiliation**: Non Union
**Hours of Work**: 70 hours bi-weekly
**Shift Work Required**: No
**The start date will follow the selection process.**
This position is not eligible to work remotely.
**Main Function**: Responsible for the management and direction of all aspects of transit planning related to route planning, scheduling, monitoring and analysis, while coordinating and overseeing the development, implementation and monitoring of administrative policies and rider experience/engagement strategies for the Transit Services division.
**Characteristic Duties**: Under the direction of the Director of Transit Services.
1. Manage the human, physical, and financial resources for the section in alignment with CGS’s vision and values and in accordance with the annual Business Plan.
2. Provide overall coordination and supervision of section personnel, including hiring, training, promotion, and discipline of staff in accordance with the collective bargaining agreement and in consultation with the Manager of Transit Operations.
3. Oversee the payroll timekeeping function and prepare statistical reports on trends, overtime, and absenteeism.
4. Identify, recommend, and implement changes in administrative procedures in the department and assist staff with the set-up of new procedures, review and refine as appropriate.
5. Oversee shared marketing and communication plans that support priorities and goals of the division related to creating a positive image for Transit and encouraging continued ridership in partnership and collaboration with business partners in Communications, IT, Active Transportation, Strategic and Environmental Planning.
6. Develop and manage customer information and engagement programs to create positive rider experience, with an eye on influencing overall transit ridership.
7. In conjunction with Corporate Communications, develop customer programs, engagement services, and rider experience strategies that promote GOVA Transit based on priorities as established through research, customer service trends and strategic plans.
8. Support the implementation of the CGS Customer Service Strategy as it relates to transit services, which will review and discover customer service needs, identify areas of improvement, review resource requirements, and explore the use of new technologies related to ensuring an accessible transit system.
9. Coordinate and approve communication and marketing expenditures within the annual operating budget. Track expenditures related to implementation of the work plan and reconcile against budgeted resources.
10. Responsible for all customer complaints and related CRM functions, coordinate necessary follow up to customer incidents and/or complaints and make recommendations towards resolving the problems. Ensure all complaints are addressed professionally with customer. Coordinate the collection and analysis of customer service information to support system improvement and rider experience.
11. Develop and monitor programs that aim to increase employee reach and access to department and organization information.
12. Oversee and coordinate all equipment, supplies, furniture, and physical space requirements for all sections. Coordinate and manage the supply of uniforms.
13. Ensure appropriate cash handling and inventory controls are established and followed by staff.
14. Develop operational strategies and customer focused transit network and routing scenarios based on achieving strategic goals and objectives such as the ability to maintain and grow ridership, improve operational outcomes, increase efficiency and effectiveness, service quality, and value for money.
15. Manage the development and maintenance of a transit bus service schedule for route creation, modification, or deletion in compliance with accessibility standards.
16. Oversee the development and communication of service detours related to road construction projects and recommend changes to scheduled services. Communicate with representatives from various City departments including Traffic, Engineering, Project Managers, and external contractors, prior to and throughout road construction projects. Oversee the monitoring of road construction projects in addition to coordinating communication and engagement with staff and contractors to formulate planning activities related to customer and operational impacts of upcoming and ongoing construction projects, special events and regular service.
17. Coordinate and manage the maintenance, analysis, and communication of KPI, departmental performance and benchmarking data in support of desired outcomes and goals.
18. Oversee the management and compliance of all contracts for outside agencies, which includes monitoring, reporting on risk management/quality assurance
