Chief of Income-Based Fare Strategies
Chief of Income-Based Fare Strategies
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
$ 121576 - 146972
1 Vacancy
Job Description
Summary
This position is open to current King County employees only
King County Metro seeks a collaborative dynamic and peoplecentered leader to serve as the Chief of IncomeBased Fare Strategies for the Customer Communications & Services Section of the Mobility Division.
This pivotal role manages the daytoday operations of programs that help people with low incomes access public transit including ORCA LIFT the subsidized annual pass and the human service ticket program. This position also leads coordination strategic planning evaluation and change management efforts in close collaboration with other leaders in Mobility to ensure that Metros incomebased programs align with King Countys True North Values and Metros strategic vision; that they meet the needs of riders and human service agencies that serve them; and that they are feasible with staffing technology and partner constraints.
Metro believes that cost should not be a barrier for people to ride public transportation and is searching for a bold leader to help shepherd the agency through changes to its existing suite of reduced fare programs to better meet the needs of riders and the community.
This position encompasses a range of responsibilities including:
- Providing daily supervisory oversight of an operational workgroupthatincludescustomer service professionals technical experts and project managers.
- Fulfilling administrative functions completing performance evaluations and monitoring budgets to support the delivery of Metros incomebased fare programs.
- Developing monitoring and adjusting the workplan for Metros incomebased fare strategies work plan.
- Identifying and evaluating areas for improvement and leading project and strategic planning efforts based on operational insights to simplify and improve programs to enhance program quality efficiency and customer satisfaction.
- Developing and nurturing effective and cooperative relationships with internal and external partners including other Metro groups transit agencies regional human service providers and others.
This role requires exceptional communication active listeningorganization negotiation and strategic planning skills; the ability to foster collaboration across multiple departments and workgroups; and an understanding of systems that serve riders with low incomes.
This recruitment will be used to fill one (1) Chief of Customer Servicesposition. In addition this selection process may be used to generate an eligibility pool for future career service vacancies that may occur in this classification within the Mobility Division. The eligibility pool will be retained for 12 months from the date of posting and maybe used at the discretion of the hiring authority.
Job Duties
Applying equity and social justice principles is a daily responsibility and a foundational expectation for all King County employees. In this role you will apply equity and social justice principles that exemplify shared values behaviors and practices to all aspects of the work. Responsibilities include:
- Supervise and support staff:Manage a team of customer service professionals technical experts and project managers. Hire train mentor and evaluate staff while fostering a positive inclusive and highperforming work environment. Implement employee engagement and recognition strategies to enhance motivation and professional growth.
- Handle personnel and labor relations issues:Manage grievances disciplinary actions employee leave and labor relations issues promoting a culture of mutual respect cooperation and diversity while ensuring adherence to applicable County policy/procedures and bargaining agreements. Provide regular feedback and coaching to direct reports and their teams complete performance appraisals; correct and approve payroll.
- Collaborate on strategic planning efforts:Collaborate with other Mobility leaders to set program direction. Apply creative thinking continuous learning problemsolving and change management strategies to consider and implement new ideas and program adjustments for better rider partner and staff satisfaction.
- Lead and guide projects:Support and mentor project managers in short and longterm planning efforts. Develop budget and program change proposals.
- Track and improve operational processes:With other team leaders develop standard operating procedures; ensure compliance; and adjust as necessary. Analyze and report on performance metrics. Respond to and resolve emergent operating challenges.
- Develop and nurture partnerships:Work with a variety of internal and external stakeholders diplomatically inviting feedback and suggestions and collaborating on program changes. Serve as the main point of contact for incomebased fare strategies for internal and external partners. Contribute to Metros broader fare policy priorities as a key partner in operationalizing an incomebased approach to fares by supporting fare policy and ongoing priority fares initiatives through collaboration and thought partnership.
- Resolve customer issues:Collaborate with frontline staff customers and stakeholders to address escalated customer concerns conducting investigations and implementing solutions. Act as a liaison for internal requests including customer response issue resolution investigative research and historical data retrieval.
- Special projects:Coordinate and support special projects. Complete other duties as assigned.
Experience Qualifications Knowledge Skills
We are looking for candidates that meet the following minimum qualifications:
- Team Management:At least three years of experience managing staff including coaching mentoring and evaluating performance. Demonstrated leadership and conflict resolution skills including the ability to build and lead work teams of highly skilled professionals.
- Program Planning Implementation and Alignment: A least two years of experience leading planning or program implementation efforts with interdisciplinary teams. Proven ability to align operations with organizational goals gain consensus and integrate equityfocused strategies to achieve outcomes.
- Strategic Leadership:Demonstrated experience fostering collaboration building partnerships communicating program direction and aligning performance goals while not losing sight of implementation and operational details.
- Change Management and Continuous Improvement:Proven ability to identify opportunities for growth propose new strategies and lead teams through change.
- Partnerships:Experience working with agencies that serve people with low incomes and/or a commitment to building relationships with these entities.
Desired experience (but not required):
- Strong familiarity with the regional ORCA program and King County Metros fare programs.
- Experience providing customer service to or working with community members with low incomes.
- Four or more years of direct customer service or sales experience.
- Experience managing unionrepresented employees. Knowledge of employment law nondiscrimination policies and customer service best practices.
- Demonstrated ability to integrate equityfocused strategies into project planning program evaluation and decisionmaking to ensure impactful and equitable outcomes.
Supplemental Information
Application & Selection Process
A completed Job Application (employment history should go back at least 10 years if you have 10 years of employment (or more to include all relevant experience). Resumes are not accepted in lieu of a completed job application.
Cover Letter detailing your background and describing how you meet or exceed the requirements.
Resume
Complete the supplemental questions
All the application materials will be screened for qualifications competitiveness completeness attention to detail and written communications kills. The most competitive candidates may be invited to participate in one or more offers are contingent on successful completion of reference checks.
Work ScheduleThe base hours for this position are generally 8:00 a.m. 5:00 p.m. Monday through Friday but this position may at times work a flexed schedule to provide staff support or for meetings events etc. Chief is expected to be in the office at least 23 days per week. This position is exempt from the provisions of the Fair Labor Standards Act and is not overtime eligible.
Union Representation/Job Code/GradePROTEC17/Jobcode223650/Grade69
Work LocationThis position will be located in the King Street Center Building 201 S Jackson St Seattle WA98104.
Teleworking Requirement
The work associated with this position will be performed predominantly in a hybrid work environment working in the office and at home. Employees will have access to shared workspaces at various King County facilities. Employees must reside in Washington state and within areas on able distance to their King County worksite to respond to workplace reportingrequirements.
To ApplyIf you are interested in pursuing this position please follow the application instructions carefully. If you need this announcement in an alternate language or format would like to request accommodation or assistance in the application or assessment process or if you have questions please contact: Manal Tirhi
Forbes recently named King County as one of Washington States best employers. Together with leadership and our employees were changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference Come join the team dedicated to serving one of the nations best places to live work and play.King County is an Equal Employment Opportunity (EEO)Employer.No person is unlawfully excluded from employment opportunities based on race color religion national origin sex (including gender identity sexual orientation and pregnancy) age genetic information disability veteran status or other protected class. Our EEO policy applies to all employment actions including but not limited to recruitment hiring selection for training promotion transfer demotion layoff termination rates of pay or other forms of compensation.
Required Experience:
Chief
Employment Type
Full-Time
