Project Manager-Customer Experience

Description Salary range is $61k to $155k, with a midpoint of $108k. New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

Sound Transit also offers a competitive benefits package with a wide range of offerings, including:

• Health Benefits: We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
• Long-Term Disability and Life Insurance.
• Employee Assistance Program.
• Retirement Plans: 401a - 10% of employee contribution with a 12% match by Sound Transit; 457b - up to IRS maximum (employee only contribution).
• Paid Time Off: Employees accrue 25 days of paid time off annually with increases at four, eight and twelve years of service. Employees at the director level and up accrue additional days. We also observe 12 paid holidays and provide up to 2 paid floating holidays and up to 2 paid volunteer days per year.
• Parental Leave: 12 weeks of parental leave for new parents.
• Pet Insurance.
• ORCA Card: All full-time employees will receive an ORCA card at no cost.
• Tuition Reimbursement: Sound Transit will pay up to $5,000 annually for approved tuition expenses.
• Inclusive Reproductive Health Support Services.
• Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you'll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues

GENERAL PURPOSE:

The ORCA Customer Experience Team is looking for a Customer Experience Project Manager to support marketing, product launches, and internal training efforts that enhance the ORCA experience for both riders and staff. This role will work under the general direction of the Deputy Director of Customer Experience to develop and manage communications, training materials, and documentation to ensure seamless ORCA product and service adoption. Additionally, the Customer Experience Project Manager supports the Customer Experience team in execution and maintenance of strategic marketing and integrated communications activities, ORCA product release communications and trainings to support the successful operation of the ORCA fare system across seven regional transportation agencies. This position serves as a key resource to the Customer Experience and Project Team departments on the Regional ORCA Operations Team (ROOT) to meet both ROOT and business goals. This role supports the launch and execution of regional, cross-agency marketing campaigns for a variety of ORCA objectives, including customer success initiatives, campaigns to support new ORCA products, increased ORCA adoption, customer information and engagement, internal product training and communications, and brand awareness.

ESSENTIAL FUNCTIONS:

The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

Plays a key role in working cross-functionally with the Deputy Director of Customer Experience and ORCA Project team across two main points of responsibility:

Marketing, Communications, and Customer Success Support

• Assist with project management for marketing campaigns, operational initiatives, and product launches.
• Support brand and portal management, ensuring consistent messaging and a user-friendly experience.
• Contributes to and aids in the management of short and long-term ORCA marketing and communications plans and strategies; providing reports and data, gathering customer feedback, and iterating as customer requirements and needs, agency needs, and technology landscapes change.
• Owns reporting on a wide range of reports and measurement tools, tracking progress toward goals and proactively making recommendations for optimization.

Internal Training, Product Support & Documentation

• Supports the development and management of product training materials for internal teams, including customer service staff.
• Assist in communications alignment initiatives between departments and agency partners
• Develops clear documentation and internal readiness plans for ORCA product releases.
• Assists with product documentation management for internal readiness, ensuring teams are equipped to support new and existing ORCA features.
• Contributes to CX documentation, business processes, and training programs.
• Assists in feature enhancement projects, ensuring proper documentation and process alignment.
• Supports product process improvements and the development of best practices.

Additional areas of responsibility

• Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.
• Contributes to a culture of diversity, equity and inclusion in alignment with Sound Transit's Equity & Inclusion Policy.
• It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
• It is the responsibility of all employees to integrate sustainability into everyday business practices.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

Education and Experience: Bachelor's degree in Marketing, Communications, Journalism, or a closely related field. Four years of experience in digital/web marketing, advertising, communications, or product marketing. Or an equivalent combination of education and experience.

Required Knowledge and Skills:

• Principles of product development for communication technologies including customer-facing applications and integrated marketing platforms.
• Market research practices and analytical tools for digital marketing.
• Operations and activities of digital channels including web design and development, content management, social media management, mobile applications, and email communication.
• Principles of successful User Interface/ User Experience (UI/UX) design.
• Function and theory of Content Management Systems for the web.
• Search Engine Optimization, Search Engine Marketing, and Web Analytics.
• Graphic and web design software suites in order to collaborate and direct the work of designers.
• Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases.
• Strong communication and presentation skills; must be able to communicate to individuals at multiple levels and from multiple disciplines.
• Strong relationship-building skills for partnering and collaborating with diverse work groups and individuals; ability to bring people together and build consensus while working towards a common goal.
• Demonstrating a positive customer service orientation with both internal and external clients; identifying and responding to sensitive community and organizational issues, inquiries, concerns, and needs; complaint resolution.
• Ability to use tools such as Google Analytics, Facebook, LinkedIn, X, Sendgrid, WordPress, among others
• Reporting on results of campaigns using analytical information, applying lessons learned.
• Coordinating work with web developers, IT staff, vendors, or consultants to implement updates to software and technology arising from digital design or content-management requirements.
• Creative problem-solving skills, including identifying alternatives, developing concepts, and implementing recommendations.
• Project management skills including ability to manage multiple projects concurrently, organizing work to meet challenging priorities and deadlines.
• Writing, editing, and preparing a variety of public information pieces; strategic writing including reframing technical content for non-technical audiences; writing for the web.

Physical Demands/Work Environment:

• Work is performed in a standard hybrid office environment.
• The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.

Sound Transit is an equal employment opportunity employer. No person is unlawfully excluded from employment action based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status or other protected class.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.