Director of Customer Experience and Compliance

4 days ago

Austin, Texas, United States CapMetro Full time
Job Title: Director, Eligibility, Training and Customer ManagementJob Summary:

CapMetro is seeking a highly experienced and skilled Director to lead our Eligibility, Training, and Customer Management team. As a key member of our leadership team, you will be responsible for driving compliance, efficiency, and operational performance for our ADA Paratransit eligibility, customer service, training, and mobility programs.

Key Responsibilities:
  • Develop and execute the customer experience strategy for CapMetro's Demand Response division, including MetroAccess, Pickup, and MetroBike modes.
  • Collaborate with division leaders to determine needs and desired outcomes that support a quality customer experience, with a focus on safety.
  • Direct a multifunctional team whose individual roles directly support customer experience and successful use of the division's portfolio of services.
  • Oversight and collaboration with Demand Response frontline service providers to ensure quality and necessary training is being delivered effectively.
  • Establish key performance metrics, quality assurance measures, and other monitoring programs to determine success of various areas of responsibilities.
  • Direct creation and update of procedures, training materials, and communications to ensure compliance with current regulatory requirements and operational best practices.
  • Oversee community outreach efforts and engage community stakeholders for matters related to CapMetro Demand Response services.
  • Liaison for escalated or high-level inquiries or issues from customers, agency, board, community stakeholders, and others as needed.
  • Develop contracts, provide subject matter expertise to procurements, and monitor service providers in areas of responsibility.
  • Develop, monitor, and maintain department budget.
  • Support a safety culture by considering the needs and abilities of all passengers, particularly those with disabilities, to ensure the safe and effective provision of appropriate transportation services.
Requirements:
  • Bachelor's degree in Human Services, Social Services, business, planning, or a related field.
  • Occupational Therapy or similar certification is preferred.
  • Eight (8) years supervising experience required, preferably in a healthcare or transit industry environment.
  • Includes six (6) years' experience in ADA paratransit, transit, rehabilitation services, healthcare administration, social services, or other highly labor-intensive industry.
  • Experience overseeing contracted service providers preferred.
  • Experience working with diverse cultures and socio-economic populations.
  • Experience managing contracts.
Knowledge, Skills, and Abilities:
  • Working knowledge of ADA paratransit regulations, FTA guidelines, and medical/disability terminology.
  • Knowledge of therapy and rehabilitation principles and techniques.
  • Knowledge of office productivity software, including Microsoft Word, Excel, Outlook, PowerPoint, or similar.
  • Excellent interpersonal and communication skills.
  • Ability to make difficult, unbiased decisions and deliver difficult messages with professionalism and compassion.
  • Ability to interact with a diverse population of customers comfortably and professionally, community stakeholders, and leaders.
  • Strong analytical and problem-solving abilities.
  • Proven leadership and team management skills.

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