Manager of Customer Service

Manager of Customer Service (Albany, NY) The Manager of Customer Service is responsible for leading the design, implementation, and continuous improvement of CDTA’s end-to-end customer journey program. This role will establish a comprehensive, agency-wide customer experience (CX) framework that integrates touchpoints from product awareness and trip planning to riding, issue resolution, and post-trip engagement. Serving as lead for customer experience strategy, the position ensures that customer insights, performance data, and service design principles are embedded into planning, operations, communications, and capital investments. The Manager drives a proactive, data-driven approach to improving customer satisfaction, accessibility, equity, and service reliability across all CDTA services. Duties and Responsibilities Develop and maintain a comprehensive end-to-end customer road map across all CDTA services (fixed route, FLEX, STAR, CDPHP Cycle!, etc.), identifying key touchpoints, pain points, and opportunities for improvement Develop and manage a formal Customer Experience (CX) Program, including standards, governance, and performance benchmarks. Define CX priorities aligned with agency strategic goals, equity initiatives, and ridership growth objectives. Serve as cross-functional lead for customer experience, ensuring alignment with Operations, Planning, Communications, IT, Safety, and Customer Service. Lead interdepartmental initiatives to improve customer-facing processes, ensuring seamless experiences across all service channels and platforms. Embed CX considerations into service planning, capital projects, procurement, and technology implementations. Oversee a “Customer Voice” program, including surveys, feedback, use of CRM systems, and public engagement. Analyze customer feedback, operational data, and performance metrics to identify trends and systemic issues. Translate insights into actionable recommendations and prioritized improvement initiatives. Oversee intake, investigation, and resolution process for customer comments, complaints, and claims, ensuring consistency, compliance, and high-quality outcomes. Ensure customer service functions focus on root-cause identification and system-level improvement. Ensure compliance with FTA, ADA, and agency policies related to customer communications and accessibility. Partner with IT to enhance digital tools, real-time information systems, and accessibility features. Lead continuous improvement initiatives that enhance ease of use, clarity, and reliability for customers. Develop and implement a customer experience training framework for frontline staff, supervisors, and leadership. Establish service standards and performance expectations for all customer-facing roles. Define and track key CX performance indicators (e.g., satisfaction, effort, resolution time, on-time response). Benchmark performance against industry best practices and peer agencies. Manage staff and resources supporting customer service and CX initiatives (where applicable). Oversee CRM systems, feedback tools, and related technology platforms supporting the CX program. Lead special projects and agency-wide initiatives related to customer experience. Perform other duties as assigned consistent with the strategic goals of the agency. Qualifications Bachelor’s Degree in Business, Marketing, Communications, Public Administration, or related field (Master’s preferred). 7–10+ years of progressive experience in customer experience, service design, transportation, or public-facing operations, including leadership responsibilities. Demonstrated experience building or managing a customer journey or CX program. Strong analytical skills with experience using customer feedback and performance data to drive decision-making. Experience working cross-functionally in complex organizations. Proficiency in CRM systems, survey tools, and data visualization/reporting platforms. Excellent communication, leadership, and management skills. Compensation Grade 618 ($84,123 -$104,700) Benefits CDTA offers medical, dental and vision coverage along with a pension plan, life insurance coverage and paid time off. Equal Employment Opportunity At CDTA, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. CDTA believes that diversity and inclusion among our employees is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. #J-18808-Ljbffr