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Director of Customer Experience

1 month ago

Portland, Oregon, United States TriMet Full time
Job Title: Director of Customer Experience

TriMet is seeking a highly skilled and experienced Director of Customer Experience to lead our customer information and customer service programs. As a key member of our Communications and Public Affairs team, you will be responsible for delivering high-quality customer experiences and increasing customer retention while strengthening TriMet's brand and reputation.

Key Responsibilities:
  1. Assess and improve the overall customer experience across the agency, including the customer journey.
  2. Oversee interdepartmental relationships to ensure collaboration and implementation of improvements to the customer experience.
  3. Apply TriMet's strategic goals, market research findings, customer service and satisfaction strategies, and service plan objectives to the Agency's customer service and customer information programs.
  4. Direct and coach managers within the area, ensuring staff professional development and training needs are annually assessed and supported.
  5. Oversee continuous high-quality customer service programs, including the TriMet Call Center, On-Street Customer Service, and Service Alert programs.
  6. Manage the development and tracking of the annual department budget.
Requirements:
  • Bachelor's degree in Customer Service, Communications, Public Administration, Public Relations, or a related field.
  • A minimum of ten years of total credited experience, with four years of increasingly responsible experience in customer information or customer service functions.
  • Experience with customer-oriented technology applications is strongly desired.
Benefits:

TriMet offers a comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and paid time off.

Regular full-time, non-union employees work a minimum of 30 hours per week and are eligible for benefits.

Limited-term, full-time employees must be hired for six or more months, have a predetermined ending date, and work a minimum of 30 hours per week.