Now Hiring - VIA Metropolitan Transit - Customer Relations & Sales Project Manager in San Antonio, TX

Full description of the position

JOB TITLE: Customer Relations and Sales Project Manager

JOB GRADE: 10

DIVISION Customer Relations and Sales

LEVEL IN ORGANIZATION: Non-Supervisory

FLSA STATUS: Exempt

SAFETY STATUS: Non-Safety Sensitive

REPORTS TO: Vice President Customer Relations and Sales

GENERAL DESCRIPTION OF WORK:

Monitors and maintains quality assurance measures to ensure the timeliness and availability of information to customers regarding VIA's services and programs. Assists with maintaining and implementing quality assurance standards and identifies opportunities for improvement. Makes recommendations to the Vice President of Customer Relations & Sales regarding best approaches for distributing information to customers and displaying and distributing materials at VIA park and ride locations, other VIA facilities, bus stops and on VIA revenue vehicles.

ESSENTIAL FUNCTIONS:

Prepares project and general status reports and communications for management.

Tracks and monitors project milestones and deliverables for the Customer Relations and Sales Division.

Consults and collaborates with staff from various divisions to coordinate implementation of initiatives improving the customer experience. Collaborates with team members on content formation and strategies, including working with project managers, and others outside of the immediate team to coordinate ideas and collaborate effectively.

Coordinates development of complex plans and tasks, including deliverables, across multiple cross-departmental teams to ensure on-time, effective delivery and implementation of customer-facing projects. Effectively and efficiently manages numerous projects and responsibilities simultaneously.

Focuses on customer user experience and design of systems and applications to ensure the best possible results for VIA’s internal and external customers.

Prepares and presents technical and nontechnical information to internal and external stakeholders in an effective manner.

Responsible for identifying key information for customers consumption to include website content, draft flyers, direct mail literature, and other printed customer facing materials.

Using project management techniques, independently oversees customer experience projects from point of assigned to completion in the most efficient, effective and economical way possible.

Assists in the development and implementation of initiatives through the project management lifecycle (initiation, planning, execution, monitoring, and closing) to ensure objectives, timelines and deliverables are met.

Prepares and maintains project timelines, prepares resource allocations for project implementation, and schedules work and coordination with the Procurement Department on documents required for procurement.

Directs and assigns workload of out-of-house contractors. Includes management and oversight of contractors’ and/or consultants’ work related to these functions.

Works in a synergistic manner across the organization and acts as a liaison between Vice President of Customer Relations & Sales and a network of administrative professionals who work in matters related to improving the customer experience to promote cohesive and collaborative communications.

Coordinates production and strategic placement or rider information including bus schedules, system maps, bus stops service notices, and informational posters. Coordinates promotional and educational efforts to generate awareness of new services.

Responsible for expediting resolution of materials/supply stockouts and late deliveries of bus pocket schedule delivery contract.

Develops and implements training programs for Customer Information teams, as required, when introducing new fare media and/or software, and new customer experience initiatives.

Works closely with various department across the organization to ensure and maintain timely delivery of printed materials and other related materials designed to keep customers engaged and aware of service changes, initiatives developed for VIA customers and fare related changes and updates.

Coordinates and executes the printing and delivery of materials and posting materials amidst ever-changing priorities and deadlines.

Develops timelines for having materials and information ready to distribute to customers and works with appropriate departments to ensure that established delivery dates are met and monitors on-going progress leading up to established deadlines.

Maintains and monitors inventory of available materials and notifies appropriate departments in a timely manner when additional inventory is needed.

Routinely surveys and evaluates park and rides, transit facilities, revenue vehicles, bus stops and other transit facilities to assess and ensure that customer information displayed at the facilities/locations is timely and accurate.

Develops reports and detailed analytics regarding evaluation of VIA facilities, inventory of materials and other processes to ensure that effective and timely information is displayed and/or available for customers at these locations.

This job description excludes marginal functions that are incidental to performing the job. Other duties may exist.

EDUCATION AND EXPERIENCE:

Must have Bachelor's Degree in Business Administration, Public Administration or related field and at least three years experience in developing comprehensive reports and timelines regarding quality assurance and delivery of customer relations materials, or an equivalent combination of education and experience. Demonstrated experience in working on multiple projects simultaneously. An equivalent combination of education and experience may be acceptable.

ADDITIONAL REQUIREMENTS:

Ability to effectively coordinate and execute the printing and delivery of materials and posting of materials in an ever-changing priorities and deadlines.

Must have excellent organizational and time management skills.

Must have proficiency in Microsoft applications such as Word, Excel and Outlook.

Must have written and verbal communications skills to execute the requirements of the position.

Must have ability to prepare accurate and concise reports and project timelines using analysis to prepare succinct and relevant reporting.

Must have ability to meet and deal tactfully and effectively with internal departments and outside vendors and suppliers.

Must have ability to perform work on PC.

Must be able to maintain good work attendance. Safety Accountability Statement:

- Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers.

- Demonstrate a professional commitment to assure compliance with all organizational policies, practices and programs; related to safety, health, and system security.

- Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department.

- Employees are responsible, and required, to stop a job/task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used.

Must support VIA’s EEO and Diversity Program.

PHYSICAL REQUIREMENTS:

Physical ability required to be mobile, bend, stoop, reach and move objects weighing 5-25 pounds such as files, supplies, equipment and large heavy reference manuals and books.

WORK ENVIRONMENT:

Works in normal office environment.

Work involves deadline and multiple priorities.

Work may involve unusual and extended working hours.

Job Type: Full-time

Pay: $5,408.00 - $7,441.00 per month

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: One location