Fare Media Sales Program Manager (PPM III)

This position is open to current King County employees and the general public.

Metro is seeking a Business Choice Program Manager to lead the day-to-day operations strategic improvements and continued evolution of our Business Choice and Home Free Guarantee programs. These programs help employers schools residential communities and other organizations provide transit benefits and mobility options to their employees students residents and community members.

These programs sit within the Fare Media Sales team in Metros Mobility Division. This is an exciting time to join the Fare Media Sales team as our programs continue to evolve and this role you will oversee key programs that help partners remove barriers to mobility expand access to transit and improve the customer experience. You will balance operational excellence with innovation identifying opportunities to improve programs strengthen partnerships and better serve the diverse communities who rely on Metro.

The successful candidate will join a leadership team that is collaborative creative and committed to advancing equitable and innovative mobility solutions. This role requires someone who can bring together people data technology and strategy to develop and oversee practical solutions that meet customer and community needs.

About the Team

The Fare Media Sales team works with businesses organizations and community partners to increase access to transit through fare products programs and partnerships. We collaborate across Metro and with external partners to develop solutions that encourage transit use and address barriers to mobility.

As the Business Choice Program Manager you will serve as a subject matter expert team leader and strategic partner. You will represent these programs internally and externally while helping shape the future of Metros fare programs.

• ORCA Business Choice provides flexible scalable transit benefits to more than 2000 organizations in King County
• Home Free Guaranteeprovides emergency rides for employees when unexpected situations come up

This recruitment will be used to fill 1 Career Service addition this selection process may be used to generate an eligibility pool for future Career Service Special Duty Assignment and Term Limited Temporary vacancies that may occur in this classification within this workgroup. The eligibility pool will be retained for 12 months from the date of posting and may be used at the discretion of the hiring authority.

Applying equity and social justice principles is a daily responsibility and a foundational expectation for all King County this role you will apply equity and social justice principles that exemplify shared values behaviors and practices to all aspects of the work. You will also:

Lead Business Choice program operations and team coordination

• Oversee daily operations for the Business Choice program and ensure effective delivery of customer-focused services.
• Provide effective team leadership coordinate group activities and deliver regular updates to leadership on project progress key milestones and overall team performance.
• Provide leadership direction and support to Customer Service staff who manage relationships with organizations purchasing transit products for employees students residents and community members.
• Assign and coordinate work establish priorities and ensure program commitments are met.
• Coach mentor and develop staff while providing constructive feedback and supporting professional growth.
• Participate in recruitment processes make hiring recommendations and contribute to performance evaluations.
• Resolve complex issues and disputes involving staff customers and program partners.
• Serve as a subject matter expert and representative for the Business Choice team in various internal and external forums.
• Engage in program project and product development activities to reach and engage current and future Business Choice customers.

Manage the Home Free Guarantee program

• Manage program contracts vendor relationships and partner agreements.
• Analyze contracts budgets and program performance to ensure successful program delivery.
• Lead invoicing auditing and financial tracking activities.
• Monitor program budgets and ensure ORCA employer revenue aligns with program expenses.
• Provide technical guidance and translate complex program financial and system information for internal and external audiences.
• Provide responsive customer service and address partner questions and concerns.

Support strategic planning and program improvements

• Participate as a member of the Fare Media Sales leadership team.
• Collaborate with colleagues to develop and implement strategic plans for fare programs.
• Evaluate program effectiveness using qualitative and quantitative data and recommend improvements.
• Balance ongoing operations with change initiatives and emerging program needs.
• Identify opportunities to improve customer experience increase transit access and strengthen partnerships.
• Support innovation efforts that improve mobility options for riders.
• Tangibly integrate ESJ principals into all project efforts and apply the agencys shared values of promoting equity safety sustainability and a diverse and inclusive work environment.

Build partnerships and represent Metro

• Represent Business Choice and Home Free Guarantee programs with internal teams other transit agencies community organizations and external partners.
• Serve as a public information lead and primary point of contact for program-related communications.
• Develop and maintain effective partnerships with organizations serving people with low incomes people with disabilities and other communities facing barriers to mobility.
• Present information negotiate agreements and collaborate on shared goals.

We are looking for candidates who have demonstrated experience in program management customer-focused operations partnership development and team leadership. Competitive candidates will have:

• Understanding of Metros fare products services and business program offerings.
• Two to three (23) years of hands-on experience with ORCA systems business account platforms (Customer Relationship Management/CRM) and Salesforce including creating and managing cases creating business accounts and performing other assigned duties.
• Experience managing programs projects or initiatives including work planning scheduling budgeting contract management and financial tracking.
• Strong understanding of project management principles and the ability to manage multiple priorities timelines and competing demands.
• Demonstrated experience leading teams providing coaching and mentorship serving as a subject matter expert and representing teamwork and outcomes to organizational leadership.
• Ability to collect analyze and communicate information and data to support decision-making and program improvements.
• Strong communication skills including the ability to identify customer and business needs understand barriers to mobility and develop solutions that address those needs.
• Experience developing and maintaining effective partnerships with diverse stakeholders including community organizations serving people with low incomes and people with disabilities.
• Demonstrated ability to promote an equitable diverse and inclusive work environment while collaborating effectively with people from a variety of backgrounds positions and perspectives.
• Ability to work independently and collaboratively in a matrixed environment while managing multiple projects and priorities in a fast-paced values-driven organization.
• Strong organizational skills attention to detail and the ability to establish priorities delegate work meet deadlines and proactively address challenges.
• Excellent oral and written communication skills including the ability to present persuasive information develop partnerships negotiate agreements and communicate effectively with technical and non-technical audiences.
• Proficiency using Microsoft Office applications including Outlook Teams Word SharePoint PowerPoint and Excel.

Desired Qualifications

Competitive candidates may also have:

• Understanding of Metro fare products and services focused on encouraging transit use and expanding mobility options.
• Experience or education related to change management.
• Understanding of governmental structures and/or political environments.
• Experience using qualitative and quantitative data analysis methods including customer research market assessments program evaluation outcome analysis and trend analysis.
• Experience using project management and scheduling tools.
• Experience using data visualization tools such as Power BI.

Who May Apply

This recruitment is open to King County employees and the general public.

Required Application Materials

• Application
• Resume
• Answers to Supplemental qualifications
• Letter of Interest:
  1. Why you are interested in leading the Business Choice and Home Free Guarantee programs.
  2. How your experience prepares you to manage programs lead teams and build partnerships with businesses community organizations and other stakeholders.
  3. Your interest and experience in supporting programs that improve access to transit and address barriers to mobility for our diverse communities.

Selection Process
Applicants will be screened for competitiveness completeness and written communication skills to determine the most qualified candidates. The process may include the following: a review of the application and supplemental questions testing and/or panel interview and references.

Work Location
This position requires a minimum of3 days per week onsite to support team collaboration coaching and in-person leadership presence consistent with King County Metros hybrid work expectations for supervisory roles. This position is located at King Street Center (201 S. Jackson St. Seattle WA. Remote workdays may be adjusted based on operational or business needs. Employees must reside in Washington state and within a reasonable distance of their King County worksite to respond to workplace reporting requirements.

Work Schedule
Normal work hours are between 8 am 5pm Monday through Friday. Alternative work schedules may be possible. This position is exempt and therefore is not eligible for overtime pay.

Union Membership:
Protec17

Job Code:
243303

Safety Responsibilities of the position:

Ensure that SMS is implemented and executed within their areas of responsibility

Ensure that performance of SMS is measured and documented in all areas of their responsibility

Needs necessary for employees to perform job duties are communicated to the Accountable Executive and considered in resource requests

Provide time necessary for employees to receive sufficient training

Work on hazard identification analysis tracking and mitigation as safety concerns are brought forward

Provide onsite safety orientation to all new or transferred employees

Hold and document required safety meetings

Work on hazard identification and mitigation are brought forward

Ensure the maintenance of a safe workplace in conformity with Metro Transit safety programs

Report safety and security concerns and ideas

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.

Application Process

If you are interested in pursuing this position and supporting King Countys vision for unified equitable and high-performing government please follow the application instructions carefully. Provide us with your work history as applicable ensuring that you provide details that highlight your ability to fulfill the requirements for this position.

If you need this announcement in an alternate language or format or you would like to request accommodation or assistance in the application or assessment process please contact Tracy Bylund at .

King Countys Vision Mission and ACTIVATE Values unite us.

King County serves residents with a relentless sense of urgency delivering on commitments with transparency and accountability. We are action-oriented creative problem solvers who collaborate across roles engage directly with communities and challenge the status quo to achieve meaningful impact. As a unified team we uphold high ethical and stewardship standards embrace change stay curious and continuously improve. Across all interactions we listen first act quickly and stay aligned as a team to earn and sustain public trust. Learn more about our Vision Mission and ACTIVATE Values here and visit our Why work at King County page here.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on sex race color national origin ethnicity religious affiliation disability sexual orientation gender identity or expression age except by minimum age and retirement provisions pregnancy status as a family caregiver parental status marital status military status or status as a veteran who was honorably discharged or who was discharged solely as a result of the persons sexual orientation or gender identity or expression citizenship or immigration status genetic information or other protected class. However to the extent that distinction or differential treatment on the basis of citizenship or immigration status is authorized by either federal or state law regulation or government contract it is not an unfair practice.

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.