Chief Customer Experience Officer (Assistant Director of Transportation)

Benefits of Broward County Employment

High Deductible Health Plan - Bi-Weekly Premiums:

Single $10.90 - Family $80.79

Includes County Funded Health Savings Account of up to $2,400 Annually

Consumer-Driven Health Plan - Bi-Weekly Premiums:

Single $82.58 - Family $286.79

Florida Retirement System (FRS) - Pension or Investment Plan

457 Deferred Compensation Employee Match

Eleven (11) Paid Holidays Each Year

Vacation (Paid Time Off) = 2 Weeks Per Year

Up to 40 Hours of Job Basis Leave for Eligible Positions

Tuition Reimbursement (Up to 2K Annually)

Paid Parental Leave

The Broward County Board of County Commissioners, Transportation Department is seeking highly qualified candidates for its Chief Customer Experience Officer (Assistant Director of Transportation).

Broward County Transit (BCT), the second largest transit system in Florida, is seeking highly qualified applicants for its Chief Customer Experience Officer (CCEO). The CCEO is a key executive of the Broward County Transportation Department whose focus is representing the voice of our transit customers at the policy, strategic, and operational levels. The CCEO leads three high-impact, 24/7 functional areas of BCT: Customer Service, Planning and Scheduling, and the Integrated Command Center, which is the nerve center of BCT for service delivery, emergency response and day-to-day system operations. The CCEO is charged with designing, organizing, and optimizing the customer experience across all customer touch points within these areas including the customer service call center, contact centers, and sales. These areas are collectively responsible for thousands of customer contacts, managing millions of miles of service delivery each year, and the overall health and safe operation of the transit system.

The ideal candidate is an established C-suite executive customer experience professional with strong leadership, communications, and strategic thinking skills with a proven track record in customer experience solutions. Extensive experience in the hospitality, retail, leisure, travel, or other high-touch consumer-facing industries, possession of a collaborative bias, strong emotional intelligence, exceptional decision-making, and an action-oriented nature are also highly desired skills.

General Description

Provides leadership and direction for the administration and operation of a division performing major business activities for the Transportation Department. Responsibilities include executive oversight, operational management, financial performance, strategic planning, employee development, safety promotion, customer advocacy, and coordination of assigned division activities.

Works under limited direct supervision, leading the development and implementation of programs within organizational policies and reports major activities directly to the Department Director through verbal, written, and virtual communications.

Requires a Bachelor's degree from an accredited college or university with major coursework in one of the following areas: consumer behavior, technology, finance, business or public administration, organizational dynamics, safety systems management, engineering, or closely related field.

(One year of relevant experience may be substituted for each year of required education.)

Requires six (6) years progressively responsible experience in administration and management of one of the following areas: public transit, transportation, hospitality, consumer, technology, heavy-infrastructure, logistics or closely related experience.

Must obtain and maintain a valid Florida Driver's License for the duration of assignment

Master's degree or higher in Public Administration, Hospitality, Consumer Relations, Business or closely related field

Certified Customer Experience Professional Certification

10 years progressive experience in a Customer Service environment

10 years experience in Data Collection and Analytics

10 years experience in Developing Policies and Procedures

The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.

Leads a customer-centric culture and ensures that strategies are in place to make certain every customer interaction is positive.

Drives and delivers customer service standards that support overarching business objectives including ridership growth and retention, fiscal accountability, and organizational transparency.

Leverages metrics and best practices to baseline, measure, and improve the customer experience.

Ensures that the voice of the customer is at the forefront of every decision and appropriately represented throughout the organization by fostering an organizational culture of collaboration.

Oversees all back-of-the-house efforts, such as command center operations, planning and scheduling, and other activities in support of a reliable, efficient and high-quality customer travel experience.

Develops annual budgets; financial reports; and manages expenditures, contracts, vendors, and suppliers.

Supervises, trains, and develops staff while creating a work environment that is inclusive, supportive, productive, open, trusting, and mutually respectful.

Establishes an environment where creativity can flourish and where staff feels valued, included, trusted, and supported.

Performs related work as assigned.

Physical Demands

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.

Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

None

• Financial Acumen
• Interprets and applies key financial indicators to make better business decisions. Provides rich and rigorous forecasts of the financial implications of ideas and opportunities. Makes well-balanced decisions regarding expenditures that take into account multiple considerations.
• Manages Complexity
• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Offers penetrating questions to help others get to the heart of complex situations and find strong solutions. Uses a range of inputs to fully understand and solve problems.
• Balances Stakeholders
• Anticipates and balances the needs of multiple stakeholders. Shares stakeholder feedback while inspiring others to consistently seek input and learn from their internal and external stakeholders. Promotes an environment of high ethical standards and cross-cultural sensitivity in working with all stakeholders.
• Strategic Mindset
• Seeing ahead to future possibilities and translating them into breakthrough strategies. Keeps up to date on current and future industry trends and market forces and considers these when making decisions. Clearly identifies and prioritizes efforts and initiatives to have the greatest strategic impact on the organization.
• Plans and Aligns
• Plans and prioritizes work to meet commitments aligned with organizational goals. Makes nimble plans accounting for a range of risks and contingencies. Achieves greater cohesion, integration, and alignment between own group and other areas. Both persistent in adversity and nimble in change.
• Optimizes Work Processes
• Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. Encourages and rewards continuous improvement and quality outcomes. Equips others to handle day-to-day tasks effectively on their own. Integrates systems to improve quality and service.
• Ensures Accountability
• Holds self and others accountable to meet commitments. Helps team hold each other accountable for goals, adherence to policies and procedures. Tracks team metrics and milestones, redirecting effort, as necessary, for continued progress.
• Interpersonal Savvy
• Relates openly and comfortably with diverse groups of people. Takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.
• Builds Effective Teams
• Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals. Mentors others on how to build effective teams; takes actions to correct dysfunctional teams. Ensures that the team has the right mix of skills; leverages individual strengths effectively.
• Drives Vision and Purpose
• Paints a compelling picture of the vision and strategy that motivates others to action. Makes the vision real for others and encourages people to buy in; paints an engaging and illuminating picture of future possibilities for the team. Gives people an understanding of how their efforts and contributions make a positive difference.
• Situational Adaptability
• Adapts approach and demeanor in real time to match the shifting demands of different situations. Is a powerful role model for adaptability; adeptly shifts approach and helps others do the same. Can be both persistent and flexible, as needed. Helps others adapt swiftly to new situations.