Manager, Customer and Community Relations - Long Beach Transit

Overview

The Customer and Community Relations Manager is responsible for enhancing the customer experience and promoting a community and industry focus by planning and implementing community engagement and customer service programs. The Manager will oversee the Customer Care team and the Community Relations team, ensuring effective management and coordination of these critical functions.

The Customer and Community Relations Manager is a member of a critical cross-departmental team that works in partnership with the Communications and Marketing Manager under the direction of the Executive Director/VP of Customer Relations and Communications.

Responsibilities

Essential Duties and Responsibilities include the following:

• Develop targeted programs and strategies to engage and educate diverse communities within LBT’s service area on public transportation.
• Develop community and industry partnerships to strengthen relationships with LBT’s diverse communities to enhance ridership and community perception.
• Leads LBT’s customer service initiatives and implements processes that improve the overall customer experience.
• Leads LBT’s special services and programs, ensuring a positive customer experience and low barriers to access.
• Manage LBT’s charter services, ensuring efficient processes across all departments involved.
• Develop innovative approaches to increase ridership and revenue opportunities in partnership with other departments.
• Works with educational institutions, city departments and other public agencies in conjunction with LBT’s Government Relations Manager to promote projects and programs.
• Supports the development of customer and public materials, ensuring accuracy, accessibility, and clarity of complex transit information.
• Plans events, meetings, and public forums.
• Manages the Customer Care Call Center and LBT’s Downtown Long Beach Transit & Visitor Information Center.
• Manages customer and community feedback and response process, including customer and community surveys.
• Works across LBT’s departments on joint projects and programs.
• Develops processes and procedures for customer service and community engagement that optimize daily operations.
• Keeps well informed on the agency’s service area, its demographics, diversity, development, challenges and community events.
• Complies with all safety regulations as stated in LBT’s safety program, and reports safety related accidents, incidents and unsafe work conditions; attends safety training programs as required.
• Ensures that each level of supervision and all employees are made aware of the elements of the safety program, and that those elements are implemented.
• Maintain effective working relationships with all levels and departments of the organization.
• Load and unload large heavy items from a vehicle and display at community events
• Other duties as assigned

Qualifications

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 

The requirements listed are representative of the knowledge, skill, experience, and/or ability required or in those specifically designated, is preferred. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

ATTRIBUTES AND SKILL SETS:

• Ability to effectively manage a large team with varying responsibilities, backgrounds, and skill sets.
• Excellent interpersonal skills, including public speaking, writing, and diplomacy.
• Excellent administrative skills to effectively manage customer programs and a large team.

• Proven track record of implementing successful customer and community relations programs and initiatives with diverse populations.

• Demonstrated knowledge of effective customer service and community relations strategies.
• Ability to translate complete information into clear, concise statements.
• A self-starter with the ability to manage multiple projects and deadlines, working independently with minimal direction at times.
• A visionary leader with demonstrated abilities to promote LBT’s community and industry focus and enhance the customer experience.
• Flexible, adaptable and agile with the ability to shift work or focus based on changing situations.

• Proficiency with computer applications including Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams etc.).

EDUCATION and/or EXPERIENCE:

• Bachelor’s degree in business, Marketing, Public Administration, Communications or a related field and at least five years of relevant experience is required.
• Demonstrated experience in supervising personnel, preparing community relations plans, overseeing customer evaluation surveys, and understanding customer care programs is required.
• Customer service or community relations experience, including representing an agency before the public is required.
• Public speaking and presentation experience is required.
• Valid Class C California driver’s license.

Application

Apply online at www.ridelbt.com/careers  Online applications must include past work history and be fully completed to be considered. Resumes will not be accepted in lieu of a complete online application.

Candidate must be eligible to work in the United States. Long Beach Transit does not sponsor H-1B or other related work visas.

Salary Structure:

Hiring range:  $107,407 - $144,999 per year (DOQ), with excellent fringe benefits. Submit resume, APPLY ONLINE,  (DMV record printout within 30 Days UPON REQUEST).

Compensation packages are determined based on a variety of factors specific to each candidate, including geographic location, skillset, the mix of relevant education, certifications, experience level, and performance. At Long Beach Transit, compensation decisions are made considering the unique requirements and circumstances of each position. 

     Equal Opportunity Employer

Successful candidate must pass agency physical, drug and alcohol examinations.

Long Beach Transit, 1963 E. Anaheim St., Long Beach, CA 90813

This job description is not intended to be a complete listing of all the job duties required of this position, but to provide information on the general scope of the position.