Deputy Chief Officer, Digital Customer Engagement

Description

Position at MTA Headquarters

Job Title: Deputy Chief, Digital Customer Engagement

Salary Range: $165,000 – $180,000

Hay Points: 1096 

Dept/Div: Office of the Customer

Supervisor: Chief Customer Officer

Location: 2 Broadway and other locations as required

Hours of Work: 9:00 AM -5:30 PM (7.5 hours/day) or as required

Application Deadline: October 8, 2024

This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.

Summary of Job

The MTA performs extensive customer engagement through recently implemented unified call center technologies and a modern, state of the art Salesforce system, including marketing and customer management modules. The Deputy Chief, Digital Customer Engagement is an executive leader whose mission is to improve customer applications, interfaces and data communications across MTA’s services. The incumbent is the manager and business owner of digital touchpoints the customer interacts with before, during and after their journey. This position establishes standards for customer data feeds, customer service, and closes the feedback loop. Works with operation teams to identify areas of improvement and solve root causes of complaints. This position also oversees technical management of various communication channels and benchmarking and establishes standards of excellence for communicating with customers across the agencies.

Responsibilities:

1. Gather the requirements needed and set the vision to build best-in-class digital experiences. Serve as Business Product Owner for MTA IT’s Customer Experience Product Category, leading a team of Product Owners for customer-facing products available on the web, mobile app, within stations, at bus stops, and on trains and buses, and for customer service products.
2. Champion customer research, data analysis, and peer research to then inform, recommend, and/or approve policy and operational decisions, including for fare policy and fare payment.
3. Build equity into all customer experience strategies.
4. Carry forth MTA’s Customer Department’s strategic intent from conception to final delivery.
5. Own the strategy for MTA’s internal and publicly shared real-time data feeds. Develop and implement a continuous data quality monitoring and analysis program, and use the results to champion improvements to systems and data pipelines.
6. Represent the customer in developing MTA privacy policy, processes, and job roles. Aim to balance customer privacy with customer-benefitting services and functionality.
7. Establish standards for customer care teams. Audit feedback and work with operating units to improve customer experience.
8. Manage budgets and teams using industry best practices (e.g., data-driven approaches, people management, etc.).
9. Select, develop and motivate personnel within the department. Provide career development for subordinates. Provide prompt and effective coaching and counseling. Responsible for discipline/termination of employees when necessary. Review performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
10. Is held accountable for overseeing and evaluating contractor performance, where applicable:

• Observing the work performed by the contractor;
• Reviewing invoices and approving them if the work has contractual standards;
• Addressing performance issues with the contractor when possible; and
• Escalating issues to other parties as needed.

1. Other duties as assigned.

May need to work outside of normal work hours (i.e., evenings and weekends)

Travel may be required to other MTA locations or other external sites

Education and Experience:

• Bachelor’s degree in Communications, Business, Politics, Marketing, Transportation Management or a related field from an accredited college or an equivalent combination of education and experience may be considered in lieu of a degree; and
• Minimum 12 years of related experience, including at least five years in a managerial/supervisory role.

Competencies:

• Knowledge and skill in customer experience program development.
• Experience improving the quality of customer experiences while working within cost and resource limitations.
• Strong oral, written, and interpersonal skills.
• Strong staff and project management skills to direct the short- and long-term goals and direction of the functional group.
• Expertise in UX design.
• Demonstrated ability to influence and create consensus with all employees and senior leadership on a customer service vision and strategy.
• Demonstrated ability to complete short- and long-term projects effectively and as efficiently as possible.
• Demonstrated ability to work in a high-profile, high-pressure environment effectively.

Preferred:

• Master’s degree in a related field.
• Familiarity with the MTA’s collective bargaining procedures.
• Familiarity with the MTA’s policies and procedures.

Other Information

Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).

Equal Employment Opportunity

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.

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