DIRECTOR, CUSTOMER PROGRAMS AND SERVICES (CRM SYSTEMS & CBA's)

Mission Metro’s mission is to provide a world‑class transportation system that enhances the quality of life for all who live, work, and play within LA County. Description Directs the overall strategic and tactical activities of the Customer Programs and Services in the Communications department, which involves customer service and the design, production, sales and distribution of fare media throughout Los Angeles County. The Director leads the strategic evolution of modern customer experience initiatives, overseeing enterprise‑level technology integrations, omnichannel service channels and critical front‑line program execution. This leadership role directs departmental operations, manages high‑stakes project roadmaps and vendor contracts, and delivers data‑informed recommendations directly to executive leadership and governing boards. Examples of Duties Directs the overall daily duties and functions of various customer programs and services. Provides direction and support to professional, contract and management staff in their job duties; delegates project assignments to appropriate staff. Directs development and implementation of the unit’s budget and of unit strategies, including short/long‑range plans and capital projects. Directs managers in matters relating to represented employees’ contract administration or grievance issues and non‑represented employees’ performance evaluations; ensures all staff are held accountable for their performance. Oversees fare media sales, inventory, Reduced Fare application processing and vendor delivery. Develops, implements and assesses effectiveness of internal controls and security measures. Reviews cash and check processing procedures and staff’s chain of custody of tokens and fare media from receipt to delivery to customers or vendors to ensure accountability. Ensures proper documentation and disposition of articles found and stored in Lost and Found section. Ensures timely collection of payments due Metro from vendors, Metro Customer Centers and other purchasers of fare media. Resolves problems arising from customer or passenger complaints relating to the sale of fare media to vendors and Reduced Fare ID certification disputes. Oversees coordination with Law Enforcement, transit security and other municipal transit operators regarding fare media acceptance and reduced fare ID card issues. Directs research and analysis of fare and fare media related issues, such as electronic fare media and changes to fare structure. Negotiates and manages inter‑agency contracts and agreements relating to fares and fare policy. Directs the preparation of written and oral reports to management, Board of Directors, Bus Operations Subcommittee, Advisory Councils and Sector Governance Councils. Develops scopes of work for various large contracts, evaluates contractor proposals, negotiates awards and resolves issues. Assists with Universal Fare System/Transit Access Pass (TAP) integration and program implementation by providing input regarding tariff regulations, reduced fare programs and user requirements. Represents Metro before external agencies, organizations, court hearings and community groups. Participates in special task forces, committees and peer groups on major agency‑wide projects. Communicates and implements safety rules, policies and procedures in support of the agency’s safety vision and goals and maintains accountability for safety performance of all assigned employees. Minimum Qualifications May be required to perform other related job duties. Required Education : Bachelor’s Degree in Business, Public Administration or a related field; Master’s Degree in a related field preferred. Experience : Five years of relevant management‑level experience administering revenue‑producing programs in a corporate environment or in high‑level transit planning, financial and operational analysis; some positions may require specialized experience in the area of assignment. Certifications / Licenses / Special Requirements : Metro's Customer Service Representative Training preferred; a valid California Class C Driver License or ability to utilize an alternative method of transportation when needed to carry out job‑related essential functions. Preferred Qualifications Experience managing complex, large‑scale technology deployments and change‑management initiatives under the guidelines of Collective Bargaining Agreements (CBAs) within a represented workforce environment. Experience designing and implementing comprehensive business intelligence frameworks or data visualization dashboards (e.g., Power BI or equivalent platforms) to drive operational performance and inform executive‑level decision making. Experience optimizing enterprise‑level customer service infrastructure, including integrated CRM systems and cloud‑based contact center telephony platforms. Experience overseeing subordinate management teams within face‑to‑face or retail Customer Centers, including directing the modernization of physical service delivery touchpoints while maintaining labor compliance. Experience overseeing the full procurement lifecycle, including developing scopes of work for Requests for Proposals (RFPs), evaluating vendor proposals and managing large‑scale third‑party contracts. Essential Knowledge Theories, principles and techniques of customer service and sales. Principles and practices of labor and union relations. Project management techniques and team building. Metro fares and tariffs. Universal Fare System/TAP and fare media. Applicable local, state and federal laws, rules and regulations governing sales and fare collection. Complex financial and analytical processes and procedures. Modern management theory, including team building and staff development. Skill In Directing and managing large multi‑functional customer service and sales operations and diverse contract and non‑contract staff. Analyzing situations, identifying problems, recommending solutions and evaluating outcomes. Exercising critical thinking, sound judgment and creativity in making decisions and determining solutions. Developing and implementing goals, objectives, policies, procedures, work standards and internal controls. Communicating effectively orally and in writing. Working directly with union staff, leaders and contracts. Handling interpersonal relationships judiciously and empathetically. Ability To Develop and maintain a work environment that provides excellence in service and support. Direct high‑volume sales operations. Perform complex financial and operational performance modeling and analysis. Develop, manage and deliver large‑scale projects from inception to culmination on time and within scope and budget. Analyze complex situations and problems. Think and act independently. Collaborate with other business units. Represent Metro before the public. Prepare comprehensive reports and correspondence. Manage a large budget. Understand, interpret and apply laws, rules, regulations, policies, procedures, contracts, budgets and labor/management agreements. Read, write, speak and understand English. Special Conditions This job specification is not to be construed as an exhaustive list of duties, responsibilities or requirements. The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job. Metro provides reasonable accommodation to enable individuals with disabilities to perform the essential functions. This classification is at‑will and the incumbent serves at the pleasure of the hiring authority. Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of Metro are carried out. Working Conditions Typical office situation. Close exposure to computer monitors and video screen. Work irregular hours, split shifts, weekends, holidays, or 24‑hour‑a‑day on‑call assignments. Work after designated regular hours in case of special assignments or emergencies. Physical Effort Required Sitting at a desk or table. Operate a telephone or other telecommunications device and communicate through the medium. Type and use a keyboard and mouse to perform necessary computer‑based functions. Communicating through speech in the English language required. Metro is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, ancestry, national origin, gender, marital status, sexual orientation, religion, age, veteran status, or disability. Learn more about Metro’s Equal Employment Opportunity Program. Metro does not deny participation in the application process to anyone with prior justice system involvement, in line with Fair Chance hiring practices. #J-18808-Ljbffr Los Angeles Metro