Customer Experience Officer (Planner VI)

All applications must be submitted through the City website to be considered:

https://tinyurl.com/4aeeh7x6

This position is located in the Department of Transportation Services (DTS) and is responsible for managing an integrated strategy for customer information, representing both static and dynamic elements, to ensure timely, accurate, relevant information for multimodal customers to plan trips and successfully navigate the system. Responsible for the planning, development, implementation, and evaluation of customer information relevant to multimodal service for all scenarios including planned changes, unplanned disruptions, and standard updates. Oversee customer messaging including App development and real time arrival feeds for normal, degraded, and emergency operations including unplanned events such as equipment and system failures, maintenance, and safety/security situations. Responsible for quality assurance measures and support necessary to monitor, review and analyze the performance of the operations and maintenance services Contractor with regard to customer experience to ensure a safe, reliable, and customer experience driven service. Establish and maintain a positive relationship with Contractors. Demonstrate a commitment to safety that guides all aspects of work through consistent and professional behaviors in performance of the essential duties.

EXPERIENCE REQUIREMENT:

Four years of professional work experience in city planning or related planning activities.

EDUCATION REQUIREMENT:

Equivalent to graduation from an accredited college or university with specialization in city planning, architecture, engineering, economics, sociology, public administration or a related field.