Explore a career with GCRTA! Eligible candidates can participate in on-site interviews and learn about exciting job opportunities.
We are looking for a senior leadership candidate who believes in Connecting the Community regardless of the position they may hold within an organization. The Greater Cleveland Regional Transit Authority (GCRTA) is the largest public transit agency in the state of Ohio, with over 2,100 budgeted positions. This position reports to India Birdsong Terry, General Manager, Chief Executive Officer.
The Senior Director will serve as an influencer and collaborator to develop and enhance the GCRTA customer experience throughout various stages of engagement with internal staff and external consumers.
This is a newly created position and department for GCRTA. The successful candidate will have the opportunity to build out a team and strategies that develop and enhance agency-wide customer experience and performance management initiatives.
Scope:
The Senior Director of Customer Experience and Performance Management will lead the GCRTA customer experience and performance management strategy development, strategy implementation, innovations, and cross-agency coordination efforts aimed at enhancing agency performance and the customers’ experience while ensuring alignment between GCRTA’s Strategic Plan, key strategic initiatives, tactical plans, budget, and Success Outcomes.
The Sr. Director will lead the performance management program, TRACTION. TRACTION is our roadmap for driving strategies to improve performance. TRACTION integrates four (4) Success Outcomes:
- Customer Experience
- Community Impact
- Financial Health
- Employee Investment
to deliver superior customer experience, including the project management of third-party data management services.
The Senior Director will lead quarterly customer experience surveying/reporting and other customer data-gathering activities. The Senior Director will also lead the semi-annual community value surveying/reporting and other community data gathering activities. The Senior Director communicates the overall status of customer experience and performance management monthly, quarterly, and annually to employees, department heads, executive leadership, internal and external stakeholders (public), and our Board of Trustees.
The Senior Director will leverage skills and abilities for mapping the customer journey and identifying ways to improve the rider experience for current and future customers. The Senior Director serves as the customer’s advocate, internally and externally for GCRTA. The Senior Director is responsible for fostering an understanding and appreciation throughout the agency of the customer’s journey; understanding the customer and communicating customer trends and priorities; and improving the customer experience throughout the agency and across all service modes (Bus, Rail, BRT, Paratransit, Trolley). The Senior Director will identify and develop all culture, process, and efficiencies for the customer, and lead/develop teams tasked with delivering positive customer experiences that impact our organization and speak to our current mission and vision.
Minimum Requirements:
Education: Applicants must have a bachelor’s degree in business, public administration, public policy, urban planning, marketing/marketing research, transportation and logistics, or a related field. A master’s degree in business, public administration, public policy, urban planning, marketing/marketing research, transportation and logistics, or a related field is preferred.
Experience: Applicants must have at least seven (7) years of relevant people management experience with proven experience in leading projects and innovation in a complex organizational environment. Experience in performance management, performance reporting, customer experience development, and strategy development prior experience in customer service/customer experience, market research, logistics, transit operations, and/or project management.
Applicants must have and be able to demonstrate strong communication skills (verbal and written), business analytics, people and project management skills, relationship building, training, and the ability to effectively engage with board members, elected and public officials, executive leadership, and diverse external publics. Applicants must have strong knowledge and hands-on experience in customer relationship management (CRM) software, customer feedback tools, and data analytics platforms.
We offer full-time (40+ hours) and part-time (30 hours) shifts. No CDL? Not a problem, we will train you!
Duties:
Operate any type of revenue vehicle for any regular, scheduled route or special service routes while observing route times, safety rules and regulations, and State and municipal traffic laws.
Provides exceptional customer service by responding to customer inquiries and assisting customers with various routing information.
Operates the fare collection equipment for customers boarding and exiting the revenue vehicle.
Calls stops to ensure customers are aware of stops along route.
Administers GCRTA policy and procedures in special circumstances (e.g., service interruption, emergencies, etc.).
Performs other duties of a similar nature as may be required.
Qualifications:
GED or High School Diploma
Valid Ohio driver's license with a good driving record (not more than 2 points in the last 3 years)
At Least 3 years of driving a vehicle (personal auto included)
At least 2 years of strong customer service experience
Hourly Pay Rate:
| Bus or Rail Operator Hourly Rate | ||
| February 2024 | July 2024 | |
| Training (non-CDL) | $17.00 | $17.00 |
| Training (w/ permanent CDL) | $20.00 | $20.00 |
| First Year | $25.96 | $26.48 |
| Second Year | $27.69 | $28.24 |
| Third Year | $31.15 | $31.77 |
| Fourth Year | $34.61 | $35.30 |
| Paratransit Operator Hourly Rate | ||
| February 2024 | July 2024 | |
| Training (non-CDL) | $17.00 | $17.00 |
| Training (w/ permanent CDL) | $18.50 | $18.50 |
| First Year | $22.50 | $22.95 |
| Second Year | $24.23 | $24.71 |
| Third Year | $27.69 | $28.24 |
| Fourth Year | $31.15 | $31.77 |
Serve in one of Cuyahoga County's Largest Law Enforcement Agencies Covering 458 square miles and 59 municipalities, GCTP is among Ohio's largest policing units.
Divisions:
- Administrative (Communications, Records)
- Patrol (Traffic, Crisis Intervention, Community Resource, Honor Guard)
- Specialized Units (Detective, SWAT, Anti-terrorism, K-9)
Benefits Include:
- Holidays, Vacation, Sick time
- Medical, Dental, Vision Insurance
- Uniform Allowance
- Ohio Public Employment Retirement System (OPERS)
- Ohio Deferred Compensation
- FOP Collective Bargaining
- Annual Recertifications
- 12-hr. Shifts
Works under the technical direction of a Grade 5 Equipment Maintainer in the repair of electrical and mechanical rail equipment; will perform one or more of the following functions:
- conduct rail inspections,
- diagnose and repair electrical rail equipment,
- replace rail trucks,
- repair other mechanical rail equipment,
- rebuild rail equipment parts,
- repair body damage on rail cars,
- inspect and repair air conditioning and heating systems;
the incumbent in this position can be assigned to any of these duties according to need, and can be reassigned to a different functional area and/or shift at any time. This position will promote a safe and secure atmosphere, follow all safety and security rules and perform other related duties as assigned.
Minimum Requirements:
Applicants must have successfully completed technical courses covering mechanical and/or electrical principles and practices taken at the high school or post-high school level, or must have at least two (2) years experience in vehicle or heavy equipment maintenance and repair. Applicants must have a valid Ohio driver license with four (4) points or less in the last three (3) years. Bilingual abilities are a plus.
Duties:
- Responsible for all repairs of service vehicles, non-revenue vehicles and associated equipment.
- Performs one or more of these functions: Engine Diagnosis, Engine Replacement, Engine and Small Parts Rebuilding, Transmission Replacement, Differential Replacement and/or Rebuild, Brake, Front End, Suspension/Steering Work, Transmission Rebuilding, General Maintenance.
- This position can be assigned to any of these duties according to need and can be reassigned to a different functional area at any time.
- Performs other duties of a similar nature as may be required.
- Must be able to work independently.
Qualifications:
- A high school diploma or G.E.D. equivalent is required.
- Completion of a high school or post-high school Automotive/Diesel Technology or related program (as evidenced by diploma, degree, certificate, etc.) is also required.
- One year of verifiable experience in an automotive or truck shop maintaining and repairing vehicle systems (e.g., engines, transmissions, brakes, and steering and suspension) may substitute for completion of an Automotive/Diesel Technology program.
- A valid STATE OF OHIO COMMERCIAL DRIVERS LICENSE (CDL) Class “A” or “B” with Passenger and Airbrake endorsements OR A TEMPORARY CDL, Class “A” or “B" with Passenger and Airbrake endorsements is required, along with A GOOD DRIVING RECORD with no more than FOUR (4) POINTS in the past three years.
- Candidates must successfully pass a written test, a performance test, and an interview. Candidates must score a minimum 70% or higher on both the written and performance tests, and must attain a minimum of 60% on the interview portion, to move forward in the process.
Greater Cleveland RTA offers a wide range of comprehensive benefits and programs to support the health and wellness of its employees and their families. Benefits offered are:
- Medical, Dental, Vision, Life & Disability Insurance
- Health and Wellness Program, with onsite fitness facilities
- Flexible Spending Account
- Ohio Public Employees Retirement System (OPERS)
- Ohio Deferred Compensation Program
- Paid vacation, holidays, & sick time
- Employee Assistance Program (EAP)
- Tuition reimbursement
- Free transportation on GCRTA buses and trains
- Diversity, Equity, & Inclusion Program