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Director Customer Experience Programs

Job ID:

250396

Location:

DC/MD/VA Metro Locations

Full/Part Time:

Full-Time

Posting Open-Close

05/13/2025

-

05/28/2025

Union

NRP

Regular/Temporary:

Regular

Job Description

MARKETING STATEMENT

Are you passionate about making public transit better for riders? We're seeking a dynamic leader to champion our customer's needs, understand their pain points, and inspire our internal team to deliver exceptional service to them. We believe a service design mindset and background in putting the customer at the center of the work will be key. If you thrive in roles about innovating and launching products, understanding their lifecycle and management, and have a knack for motivating staff, this is your chance to make a lasting impact on millions of riders in the DMV. Help shape the future of transit - apply now and lead the way!

MINIMUM QUALIFICATIONS

Education

+ Bachelor's degree in Business, Marketing, Engineering, Management, Communications, Computer Science, or related field

Experience

+ A minimum of ten (10) years of customer service, Product management, project management, and/or customer experience, to include at least five (5) years of experience in a supervisor capacity

Certification/Licensure

+ Valid Driver's License

Preferred

+ Master's in Business Administration or related field

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.

SUMMARY

The Director Customer Experience Programs leads the planning, administration, and management of all program/product and project management activities supporting the customer experience. The incumbent works closely with senior leadership to co-create the overarching strategies that impact the customer experience. The incumbent develops standard operating procedures, and oversees human centric systems, products, processes, and work flows of the department to ensure adequate support for successful program delivery. Responsibilities include but are not limited to, assisting in the strategic development and implementation of innovative programs/projects aimed at improving the customer journey. The incumbent also works closely with all key internal and external stakeholders as well as leads a team dedicated to leveraging technology solutions, integrating customer feedback into the development process to mitigate pain points for internal and external customers.

ESSENTIAL FUNCTIONS

+ Develops product and project roadmaps applying service design approaches and iterative techniques while leading a team of product and project managers.

+ Collaborate with cross functional teams (engineering, marketing, IT etc..) to ensure a cohesive execution of CX initiatives.

+ Oversees major departmental procurements, contracts, and routine financial responsibilities.

+ Manages the customer experience budget and allocates resources as needed to achieve Office objectives.

+ Partners with senior leadership to develop a framework and overall strategy for best-in-class planning and execution of CXE projects. Provides strategic and tactical support to interoffice leaders and advises department executive and senior leaders on priorities, responsibilities, and critical decisions as needed.

+ Leads monthly meetings with enterprise stakeholders to introduce, update and track progress of CXE initiatives.

+ Represents the CXE Office as a customer advocate and champion across the organization.

+ Measures and tracks delivery on identified transformation opportunities for customer experience and drives continuous process improvement initiatives across the enterprise.

+ Evaluates the efficiency and effectiveness of the CXE programs and project management and identifies and implements improvements. Develops reporting tools to inform and brief senior leadership.

+ Participates in industry CXE workshops, webinars and training to stay abreast of CXE trends.

+ Leads collaborative efforts within the organization as it relates to CXE cross functional partnerships, initiatives to ensure alignment with overarching strategic plans

Other functions

+ Maintains and promotes awareness and accountability with safety policies and procedures while performing job functions. Promotes a positive safety culture and encourages reporting of safety concerns consistent with our Agency Safety Plan, other regulatory requirements within the Safety Management System and just culture principles.

The** **functions** **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

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.