Assistant Director of Customer Experience
3 weeks ago
**Assistant Director of Customer Experience**
** San Francisco Full Time**
**Job Details**
**Assistant Director of Customer Experience**
CLS TS Transportation Services
Full Time
64483BR
Job Summary
The Department of Transportation Services at the University of California, San Francisco (UCSF) provides essential transit, parking, and commuter services that impact nearly every member of the UCSF community, including faculty, staff, trainees, students, patients, and visitors.
The Assistant Director of Customer Experience partners with other leaders in Transportation, Campus Life Services, and UCSF to improve customer satisfaction by interfacing with customers and analyzing, problem-solving, re-designing, implementing, communicating, and monitoring services, policies, and programs that are best practices and/or required to enable the achievement of the Universitys objectives. One of the Universitys primary objectives is to embrace the City of San Franciscos Transit First policy, an effort that discourages the use of single occupancy vehicles by commuters and encourages the use of public transit, biking/walking, and car sharing/vanpooling.
The Assistant Director of Customer Experience has responsibility for leading the team that identifies long- and short-term strategic plans thatimprove customer service across all of the departments service lines (transit, parking, commuter services)*.*
Specific responsibilities include: building positive relations with clients, tracking, responding to, and analyzing customer feedback obtained from a variety of sources; studying and measuring trends and producing forecasts; setting customer service standards; studying best practice and identifying emerging trends in the industry; communicating new services to customers through a range of channels; improving customer-facing signs and maps; developing policies and procedures; working with internal and external stakeholders on transportation matters and collectively improving the commuter experience.
The position requires a people first attitude, constant levels of professionalism and patience, a high-level of analytical, fiscal, and technical acumen in all transportation disciplines (parking, transit, transportation demand management, policies, etc.); extensive experience guiding transportation strategy and solving problems in partnership with others; outstanding project management skills and ability to ensure accurate completion of multiple and parallel projects; excellent leadership and persuasion skills to engage others to reach goals; extensive skills using various survey tools and data analytics; expertise in communications channels that effectively reach a large and geographically dispersed customer base; excellent communications and presentation skills are also critical, since this position must garner support from UCSF leadership, policy makers, community members and local transit authorities.
The Assistant Director of Customer Experience leads regular and systematic surveys and extensive data crunching resulting in well-thought-out recommendations for the expansion of shuttle services, parking facilities, and incentives for bicycling, carpooling and vanpooling.
The Assistant Director of Customer Experience will develop policies, procedures and present recommendations to Transportation, CLS and FAS Leadership, Chancellor's Executive Team, City & County of San Francisco, community and UCOP. The incumbent will also represent Transportation Department and UCSF at various internal and external Committees such as Ballpark Mission Bay Transportation Coordination Committee, Mission Bay Transportation Work Group and Mission Bay Transportation Improvement Fund Advisory Committee.
**** This role is flexible with few days a week on-site and work remotely from home.**
Department Description
UCSF Department of Transportation manages transit, parking, and commuter services for UCSF students, faculty, patients, visitors and employees. Transit operations include dozens of fixed shuttle routes and on-demand shuttle services supporting nearly over 2 million annual riders (pre-COVID). Parking operations include over 20 parking garages and lots across the City, with over 7,000 spaces. The parking division also manages an extensive permit program, parking enforcement, citation adjudication and other parking related services. The Departments commuter programs promote clean and sustainable transportation modes that include public transit, walking, bicycling, car-sharing, scooter-sharing, and carpool/vanpool. UCSF consistently boasts an excellent Single Occupancy Vehicle (SOV) rate, with only 25% of commuters driving to campus alone in their vehicles. The Department plays a critical role in planning for a growing and changing University/City and is charged with providing services and programs that support the University both today and tomorrow.
As of February 2022, the Department employs nearly 180 employees and has an annual operating budget of over $45 million.
Required Qualifications
* Bachelor's degree in related area and 10+ years of progressive relevant experience and/or equivalent experience/training.
* Minimum five (5) years of related experience in transportation, communications, marketing, data analytics or related field.
* Skills in marketing and communications, including print, social media, website communications.
* Knowledge of transportation planning (maps, signage, etc.).
* Hiring, training and managing performance of admin and professional staff.
* Experience writing policies and procedures.
* Advanced communication and interpersonal skills to communicate with leadership and customers, and to lead and direct less experienced team members.
* Thorough knowledge of organization processes, protocols, research and procedures.
* Extensive analytical / problem-solving skills.
* Comprehensive project management skills.
* Advanced knowledge of organization-specific computer applications.
Preferred Qualifications
* Project Management Certification
* Direct experience operating a customer service unit
* Knowledge of Transportation Demand Management principles and strategies
**Please to enable the options below.**
**Key skills**
**Job Info**
**Posted:** 2/9/2022 **Category:** Customer Service
**Location:** San Francisco, CA
United States
**Job type:** Full Time
**Desired experience:** 6-10 years **Desired education:** Bachelor's Degree **Company**
**University of California San Francisco**
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