Director, Internal Business Operations Engagement & Continuous Improvement

Washington D.C
Sep 01, 2021
Sep 15, 2021
Executive, Director
Full Time
Minimum Qualifications

  • A Bachelor's degree in Business Administration, Marketing, Communications, or a related field.

  • Nine (9) years of experience working in a business management, strategic development, or customer service function. Must include advising executive management, enterprise-wide project management and implementation, strategic business and data analysis, leading high performing cross-functional teams and improving service and employee engagement.


  • Prior experience in customer service and communication planning
  • Prior experience working in the transportation industry

Medical Group

Satisfactorily complete the medical examination for this position, if required. The incumbent must be able to perform the essential functions of this position either with or without reasonable accommodations.

Job Summary

The Director, Internal Business Operations (IBOP) Engagement & Continuous Improvement serves as a member of the senior leadership team within IBOP and serves as a business partner on behalf of IBOP with other organizations in WMATA. The incumbent helps define, oversee and support innovative customer service and engagement initiatives to improve customer satisfaction, service quality and sustainable business processes that are aligned with the Authority's and IBOP's dashboard goals. The incumbent partners with leaders across the Agency with the goal of solving internal customer or employee problems from concept to the successful launch of short or long-term solutions and continuous improvement. The Director also brings thought leadership to solving the Agency's most difficult employee challenges through a combination of consulting, analytics, technology, internal operations, systems delivery, change management, strategy development and transformation.

Essential Functions
  • Provides information, guidance and support to Metro employees on IBOP programs and activities and acts as a central intake to receive feedback and complaints from Metro employees. Provides responses to employee concerns, tracks issues and identify patterns or problem areas.
  • Acts as the Voice of the Customer and assists IBOP leaders and teams be accountable for employee satisfaction. This includes working closely with IBOP leaders in understanding customer service challenges and resolution. This individual will work closely with the Performance team on the execution of the delivery and assessing multiple customer feedback surveys including exit and stay interviews, service assessment surveys, and Customer Satisfaction and structured employee surveys.
  • Provides continuous improvement, drives and improves Customer Satisfaction scores to make IBOP more data-driven through analytics. Collaborates on customer satisfaction datasets based on surveys that link department metrics to improve customer satisfaction.
  • Seeks to guide IBOP through continuous improvement activities and initiatives including identification of key IBOP customer service priorities, including escalation and investigation.
  • Orchestrates a written set of materials (i.e. - Metroweb, FAQs, newsletter, etc.) that IBOP puts out with a similar look and feel (standards). Develops communication plans that plan for structured outreach and communications to educate Metro employees about IBOP.
  • Ensures that Customer Service complaints/concerns are shared with IBOP offices within 24 hours of receipt (tracking and reporting outcomes of customer items). Determines escalation path when necessary.
  • Serves as department chief's liaison and supports the needs of internal leadership in their ability to raise critical customer service issues and receive needed responses, provides guidance and decisions, to ensure expeditious resolution on issues and/or to provide necessary resources, as appropriate, to ensure resolution.
  • Participates in the development of strategic goals, methods and action plans that include measurable objectives, fixed responsibilities and established timelines. Monitors, evaluates and recommends changes in the plan when appropriate.

  • Assists in the development, implementation and oversight of department chief's organizational policies, procedures and the accompanying policy instructions, as well as regulations, long-range strategies, and outreach initiatives in conjunction with other agency-wide departments and initiatives.

The essential duties listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

Evaluation Criteria

Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:
  • Skills and/or behavioral assessment
  • Personal interview
  • Verification of education and experience (including certifications and licenses)
  • Criminal Background Check (a criminal conviction is not an automatic bar to employment)
  • Medical examination including a drug and alcohol screening (for safety sensitive positions)
  • Review of a current motor vehicle report


WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.

This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.

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