• Customer Outreach Project Manager

    Job Locations US-WA-Everett
    Opening Date 3 weeks ago(1/29/2019 7:32 PM)
    Job ID
    Customer Experience
    Bargaining Unit
    Min (Annual)
    USD $87,537.00/Yr.
    Max (Annual)
    USD $122,550.00/Yr.
    Min Hiring Range
    USD $87,537.00/Yr.
    Max Hiring Range
    USD $96,290.00/Yr.
  • Overview

    The Customer Outreach Manager plays an integral role in our customer's experience.  This role will be responsible for increasing the use of Community Transit services from customer through local market presence and brand representation, while deepening customer engagement. The role is also critical for synthesizing community feedback and sharing with relevant internal divisions.


    The Customer Outreach Manager actively works to promote the mission of Community Transit by planning, developing and delivering a strategic outreach and implementation plan aligned with the overall marketing strategy and in support of the agency's objectives.


    The Customer Outreach Manager is charged with overseeing the implementation of customer engagement activities, including program outreach, special events and other efforts to meet strategic objectives.

    Essential Duties

    • Supervises and develops a high performance oriented team. Drive goals and accountabilities that are outcome based. Trains, manages, counsels and evaluates that performance of direct reports.
    • Responsible for planning, developing, executing and measuring a comprehensive outreach plan in support of the overall strategic direction including partnership commitments.
    • Oversees and executes the outreach and event activities for assigned projects. Works with a multi-disciplinary team to ensure projects are delivered in a transparent, inclusive, and responsive manner in addition to being timely, cost-effective, and high quality.
    • Builds market and manages agency brand through local market presence, partnerships and brand representation, while deepening customer engagement.
    • Defines key goals and metrics for outreach and event initiatives. Defines strategies that achieve the defined goals for each initiative. Analyzes marketing, outreach and event initiatives based on project objectives.
    • Provides reports and evaluations to management for outreach and events initiatives to gauge effusiveness and coast-efficiency of targeted programs. Recommends project improvement based on feedback and analysis.
    • Works cross functionally across agency departments. Establishes and maintains effective working relationships with internal and external stakeholders.
    • Leverages best practices and assesses impact on an ongoing basis to evolve strategy and tactics to maximize ROI.
    • Analyzes opportunities, manages budget, and presents recommendations to senior management.
    • Collaborates with internal creative team and outreach team on the creation of project materials to attract and retain customers.  Manages distribution plans and inventory for all materials.
    • Attends public events, open houses, and community gatherings with team as necessary.


    Minimum Qualifications:

    • A Bachelor's degree from an accredited college or university with major course work in marketing, communications, business administration, or a field or discipline related to the assigned area.
    • Five years developing successful strategic plans with measurable results
    • Three years of experience in supervision managing direct reports.
    • Three years of increasingly responsible community relations and outreach experience.
    • Three years of marketing project management experience
    • Three years or the equivalent combination of education and experience sufficient to successfully preform the essential duties.
    • Three year of experience of exceptional project management and organizational skills.
    • Experience creating and maintaining master project and program plans, marketing and communications plans, managing to a budget and schedule, and tracking and mitigating risks.
    • Ability to work weekends, holidays and extended hours as required.
    • Valid driver's license.

    Qualification to enter this position requires knowledge of the following:

    • Professional and/or technical expert knowledge of business/industry principles and practices for  the area of responsibility.
    • Marketing and outreach principles, practices and techniques.
    • Budget, operations, services and activities of a marketing program.
    • Planning and coordinating special events.
    • Principles and techniques for the preparation and presentation of written and oral information, including public speaking.
    • Customer service principles and practices.
    • Methods and techniques of data collection, research and report preparation.
    • Principles and practices of record keeping and records management

    Qualification to enter this position requires skill in the following:

    • Developing marketing, communication and outreach strategies, materials and campaigns.
    • Experience facilitating group dynamics.
    • Supervisory principles and practices.
    • Monitoring and evaluating staff.
    • Project management, goal-setting, organization and time management.
    • Developing and administrating budgets.
    • Conflict management and resolution.
    • Applying project management principles, including scope, budget and schedule.
    • Applying principles and practices of community and business outreach.
    • Applying strong interpersonal techniques and demonstrating a consistent commitment and ability to work with diverse work groups and individuals.
    • Developing and maintaining effective working relationships with teams/employees, supervisors, managers and Board members.
    • Communication and interpersonal relations as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.
    • Research and analysis in order to draw conclusions and make recommendations.
    • Demonstrating a positive customer service orientation internal and external clients.
    • Applying appropriate oral and written communications techniques to various individuals ranging from agency employees, the general public, elected officials, community leaders, and local, state, and federal agencies.
    • Public speaking and presentations.
    • Meeting deadlines, working under pressure and adapting to changing priorities.
    • Effectively represent Agency programs in contacts with the public, business community organizations, and other government agencies.

    Physical Requirements:
    Medium Work: Exerting up to 40 pounds of force occasionally, and/or up to 10 pounds of force frequently.

    Climbing, balancing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing/listening, seeing/observing, repetitive motions, carrying and driving.

    Incumbents may be subjected to travel.

    Selection Process - Applicants who meet the minimum requirements may be scheduled for an interview as well as a variety of tests to demonstrate knowledge, skills and abilities for the position.  The evaluation process may include interviews, background checks, references and various performance tests.

    Application Process - Only on-line applications will be accepted and must include a completed application with job history and supplemental questions.   Incomplete application packets will not be considered. Hiring range for this position is $87,537 - $96,290 with a position maximum $122,550.


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