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Manager, (IBOP) Customer Satisfaction & Performance

Employer
Washington Metropolitan Area Transit Authority
Location
Washington D.C
Closing date
Oct 30, 2021

Job Details

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 :

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

Experience
  • 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.

Preferred

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

Certification/Licensure
  • 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.

ESSENTIAL FUNCTIONS
  • 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

Closing

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.

Company

The Washington Metropolitan Area Transit Authority operates the second largest rail transit system and the fifth largest bus network in the United States. Safe, clean and reliable, "America's Transit System" transports more than a third of the federal government to work and millions of tourists to the landmarks in the Nation's Capital.

Metro has earned a worldwide reputation for security and architectural beauty. WMATA is clearly the employer of choice for over 10,000 area residents. The Authority was created in 1967 by an interstate compact to plan, develop, build, finance and operate a balanced regional transportation system in the National Capital area. Construction of the Metrorail system began in 1969. Four area bus systems were acquired in 1973. The first phase of Metrorail began operation in 1976. The final leg of the original 103-mile rail network was completed in early 2001. Metrorail now operates 83 stations. One line extension and three new stations are now under construction.

Metrorail and Metrobus serve a population of 3.4 million within a 1,500-square-mile area. The transit zone consists of the District of Columbia, the suburban Maryland counties of Montgomery and Prince George's and the Northern Virginia counties of Arlington, Fairfax and Loudoun and the cities of Alexandria, Fairfax and Falls Church. Overall, about 40 percent of the region's residents commute to work on Metro.

Metro and the federal government are partners in transportation. Half of the 83 Metrorail stations serve federal facilities and 36 percent of the local federal workforce uses Metro. We are committed to being an integral part of the Washington metropolitan area by ensuring the best in safe, reliable, cost-effective and responsive transit services, by promoting regional mobility and by contributing toward the social, economic and environmental well-being of our community. Employees are Metro.; We are committed to providing a working environment that fosters a high standard of performance, recognition for contributions and innovations, mutual respect and a healthy quality of life.

We are committed to developing ourselves through technology, training and education. We recognize our diversity as a source of strength that enables us to attain individual and Authority goals. In addition to competitive salaries, Metro employees enjoy a number of attractive benefits. These benefits include paid time off in the form of vacations, holidays and sick leave; medical, dental, life insurances as well as long term disability. Retirement is planned for through a defined contribution plan and a deferred compensation plan. Alternative work schedules, teleworking and free transportation on Metrorail and Metrobus make for an great benefits package for WMATA employees.Jump to our website to apply online for current openings and save the link for future vacancies as they occur.http://content.wmata.com/jobs/employment_opportunities.cfm

 

 

Company info
Website
Location
600 Fifth St. NW
Washington
DC
20001
US

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