Chief Customer Officer

Description

Summary: 

The HQ Chief Customer Officer is responsible for improving the daily experience of MTA riders. This role will work across all departments that interact with customers to provide a consistent improvement to customer experiences by developing a customer-focused approach to daily operations. The person will oversee Multi-channel Marketing, and the Customer Contact Center, and will be responsible for bringing innovative ideas to improve customer service and embracing best-in-class digital customer service techniques internally and externally. They will also develop effective communication strategies for interactions with customers who have disabilities. The person will also be the face and voice of the MTA in addressing issues and projects that impact customers and/or service.

Compensation: $210,000-$230,000

Responsibilities: 

•         Be the face and voice of the MTA in addressing issues and projects that impact customers and/or service.
•        Select, develop, and motivate personnel within the department. Provide career development for subordinates. Provide prompt and effective coaching and counseling. Responsible for discipline/termination of employees when necessary. Review the performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
•       Improve the quality of customer communications.
•       Enhancing service delivery across all pillars of the customer experience.
•       Ensuring accuracy and timeliness of communications with customers.
•       Providing a superior level of service that is consistent, uniform, and efficient for our external and internal customers.
•       Implement solutions that improve and streamline customer communications, improve quality communications, improve the overall experience for all HQ customers.
•      Other duties as assigned
  
  

Education and Experience:
• Bachelor’s degree in Business, Transportation, Public Policy or a related field from an accredited college.

 • Minimum 15 years related experience, including at least 7 years in a group and/or department head role in a large, multi-faceted, fast-paced organization or governmental body preferred.

Experience:

• Experience in one or more of the following areas: Customer Experience, Operations, Customer Relationship Marketing, Management, in-depth understanding of local, state and federal legislative and political processes.

• Experience in an executive-level leadership role in a best-in-class service organization that regularly provides service to millions of people.

• Fluent in-service technology and applying innovative processes in a constantly changing environment.

• Demonstrated ability to influence and create consensus with all levels of employees and external customers.

• Experience working with represented labor is a plus.

• Excellent communication and interpersonal skills.

• Excellent organizational and presentation skills. 

• Demonstrated ability to work with all internal levels within a given organization, including the MTA Board.

• Demonstrated ability to communicate and interact well with external agencies. External agencies may include the Governor’s Office for New York State, New York City government, elected and other public officials, as well as any staff located at other federal or state agencies or authorities.

• Demonstrated ability to work in a high profile, high-pressure environment effectively.

• Demonstrated ability to communicate effectively with key internal and external stakeholders.

• Must have strong managerial skills to effectively direct a staff of professional and technical employees in implementing the short- and long-term goals and direction of the functional group.

• Demonstrated ability to complete short- and long-term projects effectively and as efficiently as possible. 

• Demonstrated analytical capabilities and quantitative skills.

Preferred:

• Master’s degree in a related field.

 • Attainment of or in the process of attaining specific functional licenses or certifications in area of specialty if applicable.

• Familiarity with the MTA’s policies and procedures.

• Familiarity with the MTA’s collective bargaining procedures.

Other Information:

Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).

Equal Employment Opportunity:

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.