Customer Experience Manager

Job Description:

Customer Experience Manager

Description

General

The Customer Experience Manager reports to the Director, Customer Experience and is responsible for overseeing proactive customer experience strategies, ensuring that every interaction aligns with the District's commitment to exceptional service and satisfaction, for all three business units: San Mateo County Transit District (SamTrans), Peninsula Corridor Join Powers Board (Caltrain), and the San Mateo County Transportation Authority (TA).

Essential Functions & Duties

• Collaborate with cross-functional teams to align customer experience efforts with organizational objectives, ensuring a seamless and consistent customer journey across all touchpoints and ensuring alignment with the overarching goals for SamTrans, Caltrain, and the Transportation Authority.
• Oversee the operations and execution of customer experience outreach programs, ensuring alignment with strategic goals.
• Act as the subject matter expert on Customer Experience (CX), providing guidance on objectives, priorities, and best practices across the organization.
• Oversee customer communication initiatives to enhance awareness, provide clear information, guide wayfinding, and promote both new and existing services.
• Train and educate staff on customer-centric approaches and best practices to cultivate a customer-focused culture throughout the organization.
• Monitor and analyze key performance indicators (KPIs) related to customer retention, sentiment, and feedback, delivering regular reports to senior management and stakeholders.
• Lead the team in managing production schedules for CX content across various media, ensuring that all deliverables meet quality standards and deadlines.
• Supervise and develop staff, including hiring, mentoring, and, if necessary, taking corrective or disciplinary action. Ensure adherence to EEO policies and procedures, participate in staff selection, coordinate training and professional development, establish performance objectives, and monitor and evaluate employee performance.

Examples of Duties:

• Analyze market research and data to identify opportunities for enhancing the customer experience across all touchpoints.
• Develop and implement customer experience strategies in collaboration with the CX Director, CS Manager, and District partners, ensuring alignment with organizational goals.
• Collaborate with cross-functional teams (e.g., marketing, government affairs, creative services, operations, and customer service) to integrate customer experience initiatives with broader business objectives.
• Monitor CX related metrics and report on team performance, identifying trends and areas for improvement.
• Coach and manage the team responsible for project management of CX information production and outreach programs, to ensure timely delivery and adherence to quality standards.
• Develop and oversee the department’s budget for CX teams of Customer Experience and Customer Information and manage CX-related contracts and vendor relationships with external agencies.
• Participate in internal and external committees, attend monthly board meetings, and deliver presentations as needed.
• Conduct an annual review and audit of all CX Standard Operating Procedures (SOPs), making updates as necessary to ensure best practices are followed.
• Evaluate staff job performance and facilitate professional development by identifying and implementing relevant on-the-job training and other growth opportunities.
• Perform all job duties and responsibilities in a safe manner to protect oneself, fellow employees, and the public from injury or harm. Promote safety awareness and follow safety procedures in an effort to reduce or eliminate accidents.

• Perform other duties as assigned.

Minimum Qualifications

Sufficient experience, training and/or education to demonstrate the knowledge and ability to successfully perform the essential functions of the position. In lieu of a degree, work-related experience that demonstrates the skills and experience necessary to perform this role will be accepted. Development of the required knowledge and abilities is typically obtained through but not limited to:

• Bachelor’s degree in management, Business Administration, Communications, or closely related field
• Three (3) years of full-time professional level experience in Customer-related program administration.
• One (1) year of experience supervising professional personnel.

Preferred Qualifications:

• Strong project management skills.
• Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software.
• Ability to prioritize work
• Proven experience operating within budgetary and time constraints.
• Proficient with Microsoft Office Suite.

Below is a summary of the comprehensive benefits provided to District full-time employees:

Health and Welfare Benefits:

• Healthcare Benefits -District employees are offered a choice of healthcare providers under the CalPERS Health Benefits Program.The District will contribute ninety (90) percent towards monthly premiums for full-time employees. Fifty (50) percent for part-time employees.
  
• Free Dental and Vision Benefits provided - Employer Covers Premiums
  
• Free Employee Assistance Benefit - Employees are entitled to 5 face-to-face sessions or telephonic or web-video consultations for problem-solving support per incident, per calendar year.
  

• Flexible Spending Accounts - Pre-tax dollars to pay for qualified Health or Dependent Care expenses.
  

Retirement Medical Benefits:

• Long Term Disability Insurance - After 90 days of total disability, Administrative full-time employees are eligible for 60% of monthly income covered by the District.
  
• Health and Wellness - Gyms located at most work locations and discounted Weight Watcher Membership Option.
  

Holidays and Paid Time Off:

• Paid Time Off - Newly hired employees accrue 6.5 hours bi-weekly when hired (if Exempt 8.25 hours).As you move up in years of service credit, the rate of the amount of PTO accrued will also increase.
  
• Paid Holidays - The District provides seven paid holidays throughout the year - New Years Day, Martin Luther King Jr. Day, Memorial Day, Independence Day (July 4th), Labor Day, Thanksgiving Day and Christmas Day
  
• Floating Holidays - District employees can earn up to five (5) floating holidays.
  

Financial Planning Benefits:

• Pension Benefits through CalPERS -You must have a minimum of 5 years of service to be eligible for this pension.
  

• CalPERS PEPRA vs. Classic - All employees hired on, or after January 1, 2013, are considered PEPRA members and will contribute 8% of their salary up to the maximum IRS cut-off. All Classic members will contribute 6%
  
• Deferred Compensation Options - Select to contribute to one or both of our Tax Deferred Compensation Options
  
• Reliance Standard Life Insurance with 100% premium paid by the District - 1 times annual salary of employee - max $200,000
  
• Optional Life Insurance - Employees may purchase additional life insurance for themselves and their eligible family members.
  

Growth and Education Benefits:

• Professional Development - Access to LinkedIn Learning and San Mateo County’s professional training. District Tuition Reimbursement Program - A maximum of $5,250 per year for courses related to your job or career goals with the District.
  
• Computer Loan Program - Interest-free two-year loan with a maximum amount of $2,000.
  

Other Amazing Benefits:

• Credit Union - Employees and family members are eligible to join the San Mateo Credit Union and Patelco Credit Union.
  
• Employee Clean Commute (ECC) - Car/Van poolers and Public Transit riders receive a monthly reimbursement.
  
• Commuter Benefits - Free Employee Parking; Free Bus Pass for employee as well as children/spouse; Clipper Card/Go Pass Program for Central employees.
  

For union employees, all of the above benefits are subject to the employee’s Collective Bargaining Agreement. Benefits listed are also subject to change with or without notice and are subject to contract/provider terms and conditions.

Closing Date/Time: 3/2/2025 11:59 PM Pacific

Salary:

$103,491.00 - $155,238.00 Annually