Manager, (IBOP) Customer Satisfaction & Performance

Washington D.C
Oct 25, 2021
Oct 30, 2021
Full Time
Marketing Statement - Manager, (IBOP) Customer Satisfaction & Performance:

The Office of Performance and Customer Satisfaction in Internal Business Operations (IBOP), Planning, Performance and Improvement (PPI) works collaboratively across Metro to leverage data and best business practices to inform progress against strategic goals, drive operational decisions, provide transparency to the region, and ultimately improve service. We are looking for a Manager to lead the Performance and Customer Satisfaction team that consists of Senior Performance Analysts to support IBOP by preparing data analytics that tracks progress towards the Authority's Strategic goals, developing new customer focused Surveys, performance metrics, conducting analysis, and building dashboards to support redesign, and leading efforts to increase the efficiency of our reporting and data collection efforts. The ideal candidate will love working with both people and data; be a strong visual communicator; have experience using analysis and reporting tools like MS Project, CA Clarity, Excel, SQL, PowerBI, Power Apps, Tableau, Cognos, R and not limiting to Python, and be passionate about using data and performance measures to drive progress on achieving priorities.

Minimum Qualifications :

  • A Bachelor's degree in Business, Engineering, Science, Business Analytics, Data Science, Operations, Economics, Information Management, or related fields.

  • Seven (7) years of experience in Customer Satisfaction, Surveys, Data Analytics, Key Performance Indicator development or similar metrics and project management. This must include two (2) years of experience managing and leading staff.


  • Experience with analytic software such as R or Python
  • Experience with Business Intelligence Tools like IBM Cognos Analytics, Tableau, PowerBI

  • Project Management Professional (PMP), Project Management Body of Knowledge (PMBOK) from Project Management Institute or Lean Six Sigma.

Medical Group:

Ability to complete satisfactorily the medical examination for this job. The incumbent must be able to perform the essential functions of the job with or without reasonable accommodation.

Job Summary

The Manager, Internal Business Operations (IBOP) Customer Satisfaction & Performance manages the customer service survey function for IBOP/Planning & Performance Improvement (PPI). The Manager creates IBOP performance presentations for senior management, makes recommendations to address performance issues and sets metrics for IBOP. In collaboration with the PPI team, the incumbent develops and maintains a metric roadmap for the future IBOP.

  • Designs and develops surveys, collects customer data sets, and builds metrics to measure customer satisfaction and performance across IBOP.
  • Conducts research and prepares recommendations for management of customer service issues, strategies, and projects. Translates customer satisfaction surveys data and performance metrics into tangible projects that can improve both customer satisfaction and performance.
  • Develops and maintains communication vehicles that translates customer satisfaction surveys data and performance metrics into reports and presentations for senior management decisions and actions. Converts statistical results into understandable illustrations of the performance status and progress of IBOP's functions and services.
  • Identifies IBOP customer/employee issues and trends via customer satisfaction survey data. Prioritizes and documents customer issues that need to be captured, catalogued, tracked and resolved.
  • Effectively communicates IBOP customer satisfaction results and proposed projects senior leaders.
  • Participates in IBOP's annual goal setting exercise. Provides meaningful input from analyzed customer satisfaction data to establish IBOP Departments' goals to drive improvement in their performance.
  • Tracks customer service surveys submitted and ensures that acknowledgements (thank you notes to submitters) are generated daily.
  • Manages and directs the work of assigned staff. Conducts performance evaluations and makes candidate selection decisions for new staff members.

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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