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.

The Director is responsible for ensuring 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. The position oversees customer service operations, including the customer contact center and transit center customer service functions, and serves as a key liaison between RTS, its customers, stakeholders, community partners, and the public.

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

REPORTS TO: Chief Customer & Community Experience Officer

SUPERVISES:

• Customer Relationship Marketing Specialist
• Supervisor of Customer Service (2)

BENEFITS INCLUDE:

• 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!

Click here to view current medical plan rates!

ESSENTIAL FUNCTIONS:

Customer Experience & Customer Service Leadership

• 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.

Communications, Marketing & Public Information

• 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.
• Ensure consistent organizational messaging, branding, and customer-facing communications across all channels and customer touchpoints.
• Oversee the development and execution of marketing campaigns, communication plans, public awareness initiatives, customer information programs, and promotional materials.
• Coordinate and communicate service changes, detours, service alerts, organizational initiatives, and customer-facing programs to ensure timely and accurate public information.
• Develop presentations, reports, communication materials, marketing content, and public information resources that support organizational goals.
• Monitor communication and marketing effectiveness, customer engagement, and market trends and recommend improvements based on performance data and customer feedback.
• Represent RTS at community meetings, public events, stakeholder engagements, media opportunities, and outreach activities, serving as a key ambassador for the organization.
• Build and maintain productive relationships with customers, community organizations, educational institutions, government agencies, business partners, media representatives, and other stakeholders.
• Lead crisis communication and emergency communication efforts in coordination with organizational leadership as necessary.

Leadership & Administration

• Provide strategic leadership, direction, coaching, and performance management for departmental staff, including developing employee capabilities and ensuring adequate training, tools, and resources are available to meet organizational objectives.
• Manage departmental budgets, contracts, vendors, resources, and operational priorities to ensure effective and efficient service delivery.
• Establish departmental goals, performance standards, and key performance indicators; monitor results and implement improvement initiatives as needed.
• Prepare and maintain departmental reports, performance metrics, presentations, and strategic updates for organizational leadership.
• Serve as the primary liaison between the department and other RTS departments to ensure effective collaboration and alignment of organizational initiatives.
• Ensure compliance with RGRTA policies, procedures, and applicable regulations.
• Perform other duties as assigned.

ADDITIONAL RESPONSIBILITIES:

• Must be flexible with work hours and available to work outside regular business hours, including evenings and weekends, as needed to support organizational needs.
• May be required to report to work during severe weather conditions or emergency situations.
• Other duties as assigned.

EDUCATION & EXPERIENCE:

• 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.

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent verbal and written communication skills; ability to communicate effectively with internal and external customers.
• Strong interpersonal, relationship-building, and stakeholder engagement skills.
• Strong leadership and employee development skills.
• Knowledge of communications, marketing, branding, customer engagement, and public relations best practices.
• Strong organizational, planning, coordinating, and prioritizing skills; the ability to manage multiple priorities and changes with professionalism.
• Ability to work in a high-volume, deadline-oriented environment.
• Strong problem-solving and decision-making skills.
• Excellent presentation and public speaking skills.
• Strong computer skills.
• Ability to work independently and within a team.
• Ability to lead change and influence across departments.
• Consistent in attendance and stable work history.
• Detail-oriented.

PHYSICAL DEMANDS & WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit while using hands to use a computer or other technologies. The employee frequently is required to see, talk, and hear.  The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must regularly lift and/or move up to 10 pounds. The noise level in the work environment is usually light.

ADDITIONAL INFORMATION:

Rochester Genesee Regional Transportation Authority (RGRTA) is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship and/or immigration status, sex, sexual orientation, gender identity, pregnancy, age, veteran status, disability, genetic information, or any other protected characteristic under applicable federal or state law. RGRTA will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business.