Director of Customer Experience & Marketing

Job Summary

The Director of Customer Experience & Marketing is responsible for leading and managing RTS's Communications, Marketing, AND Customer Experience Departments. The position provides strategic leadership for customer experience, customer service operations, communications, marketing, public information, branding, customer engagement, and community engagement initiatives.

About the Role

Provides strategic leadership for customer experience, customer service operations, communications, marketing, public information, branding, customer engagement, and community engagement initiatives. Ensures a seamless, positive, and consistent customer experience across all customer touchpoints while overseeing organizational communications and marketing efforts that support RTS's mission, strategic priorities, and public image.

Responsibilities

• Develop and execute customer experience strategies that support organizational goals and enhance customer satisfaction, trust, loyalty, and public confidence in RTS.
• Lead and oversee customer service operations, including the customer contact center and transit center customer service functions, ensuring consistent, high-quality service across all customer-facing channels.
• Establish customer service standards, performance expectations, and service quality measures; monitor performance metrics including call volume, response times, complaint resolution, customer satisfaction, and service quality indicators.
• Analyze customer feedback, complaints, service trends, and operational data to identify opportunities for continuous improvement and implement corrective actions as appropriate.
• Lead initiatives to improve customer interactions, customer-facing processes, and service delivery across all customer touchpoints.
• Ensure timely and effective resolution of escalated customer concerns, complaints, and service inquiries.
• Collaborate with operational departments to improve the customer experience and ensure customer needs are considered in organizational planning and decision-making.
• Foster a customer-focused culture throughout the organization by promoting service excellence, accountability, and continuous improvement.
• Develop and implement comprehensive communications, marketing, branding, and public information strategies that support organizational priorities and increase public awareness of RTS services and initiatives.
• Provide leadership for internal communications, external communications, digital communications, media relations, public information, branding, community engagement, and public outreach efforts.
• Serve as the primary liaison between the department and other RTS departments to ensure effective collaboration and alignment of organizational initiatives.
• Represent RTS at community meetings, public events, stakeholder engagements, media opportunities, and outreach activities, serving as a key ambassador for the organization.
• Manage departmental budgets, contracts, vendors, resources, and operational priorities to ensure effective and efficient service delivery.
• Prepare and maintain departmental reports, performance metrics, presentations, and strategic updates for organizational leadership.
• Perform other duties as assigned.

Qualifications

• Bachelor's Degree in Communications, Marketing, Public Relations, Journalism, Business Administration, Customer Experience, or a related field preferred.
• At least ten (10) years of progressively responsible leadership experience in communications, marketing, public relations, customer engagement, customer experience, customer service or a related field.
• Experience leading teams and managing multiple projects and priorities.
• Comparable experience may be substituted for education.
• An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

Benefits

• Staying Healthy: Medical, Dental, and Vision (Dental & Vision insurance are currently free)
• Flexible Spending Account (FSA)
• Feeling Secure: Disability Insurance, Pension Plan, NY State Deferred Compensation Plan, Basic Life and Accidental Death & Dismemberment (AD&D) insurance, Group Specified Disease Insurance and Hospital Insurance
• Work-Life Balance: Paid Time Off (PTO: 3 weeks plus 2 days upon hire; accrue additional time after 1 year), Employee Assistance Program, Paid Holidays, On-site Fitness Center open 24/7, Employee Wellness Program, Culture & Inclusion Council, Public Service Loan Forgiveness (PSLF), BJ's Wholesale Club Discount, and more!

Pay

$90,000-$120,000 based on experience

Schedule

N/A