Chief Customer Experience Officer (Mgr. Transit Customer Experience 2591)

at  City of Greensboro NC

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Work Schedule: Monday - Friday 8:00 AM - 5:00 PM with work on the weekends or evenings as required.
The Greensboro Transit Agency (GTA) is seeking a dynamic leader to serve as our Chief Customer Experience Officer. This key role is responsible for enhancing the customer experience within our Transit Department. If you are passionate about equitable and inclusive service, community engagement, and making a real difference in the transit landscape, we want to hear from you!

MINIMUM QUALIFICATIONS:

• High School Diploma or GED.
• Ten (10) years of experience in customer service management, transit operations, or a related field with a strong focus on community and stakeholder engagement.
• A valid Driver’s License.

PREFERRED QUALIFICATIONS:

• Experience/familiarity with Diversity, Equity, and Inclusion (DEI) standards.
• Experience with Limited English Proficient (LEP).

ABOUT THE ROLE:

As the Chief Customer Experience Officer, you will manage customer service, marketing, and communication efforts for the Transit Department and the Greensboro Transit Agency. You will lead initiatives that promote a seamless and equitable customer service experience and will collaborate closely with internal and external partners, including the City’s DEI program, LEP Program, Human Rights Department, and the FTA Civil Rights Office. Your leadership will help ensure that our services meet the needs of the entire community and uphold the highest standards of inclusivity, quality, and compliance. Must have strong leadership, communication, and organizational skills. Ability to develop and implement inclusive policies.

KEY RESPONSIBILITIES:

• Direct management of customer experience, marketing, and communications staff.
• Lead the Business and Public Outreach Commuter Connections Program to align with department goals.
• Develop and enforce policies for inclusive and high-quality customer service.
• Act as the primary liaison for internal and external stakeholders.
• Implement customer experience policies tailored to Greensboro’s diverse community.
• Establish and track goals, objectives, and metrics for customer service.
• Conduct surveys, analyze data, and produce weekly reports to maintain transparency.
  This job is Exempt and is not subject to the overtime provisions of the Fair Labor Standards Act.