Chief of Fare Media Sales SDA

Summary Open to current King County Metro career service employees who have passed probation in their current position. King County Metro Transit’s Fare Media Sales workgroup seeks to fill a 6‑month SDA Chief of Fare Media Sales (Customer Service Chief) position. This position may be extended due to business needs. The Chief will lead the Pass Sales Office, Business Choice program, and the ORCA Regional Mail Center to deliver direct customer service and evolve our sales platforms to meet the evolving needs of our region. About Fare Media Sales Workgroup The workgroup is located in the Customer Communications and Services section of Metro Transit and currently operates the King Street Customer Service Office, Business Choice Program, ORCA Regional Mail Center, ORCA LIFT Program and Neighborhood Pop‑up. It administers several programs that provide additional mobility options to some of the region’s most vulnerable populations. Job Duties Applying equity and social justice principles is a daily responsibility and a foundational expectation for all King County employees. In this role, the Chief will: Supervise staff members including their selection, training, engagement, coaching, evaluation and discipline; manage, organize, develop, and monitor the goals, objectives, workflow process, workload distribution, and cross‑training of the group members across various programs. Monitor fare media sales workgroup sales operations, identifying and resolving operating problems in coordination with Transit Department partners as needed. Ensure compliance with Metro operating policies and procedures as well as applicable local, state and federal rules and regulatory requirements. Monitor labor costs, identify cost‑containment strategies and recommend procedures to streamline operations and improve performance metrics. Coordinate and support roll‑out of varied special projects, technology improvements, staff training and similar initiatives. Develop and recommend strategies to improve service delivery and expand outreach network. Develop program communications information and recommend program modifications to meet changing customer and market demands. Promote the professional development of staff in a collaborative and collegial environment. Promote equity and foster an equitable, diverse and inclusive work environment. Cultivate a work environment that actively encourages diverse viewpoints, embraces and appreciates diversity, expects and ensures mutual respect, and promotes collaboration and cooperation. Manage written and oral communications with internal/external customers regarding policies, services, fare media sales, data collection and reporting. Represent customer concerns and issues and identify internal workgroup adaptations needed as part of region‑wide participation in the ORCA fare collection system. Act as a liaison with other work sections for which the Fare Media Sales workgroup provides customer service. Resolve internal customer policy conflicts as well as external complaints and inquiries. Management of administrative responsibilities required by union contracts. Perform other duties as assigned. Experience, Qualifications, Knowledge, Skills At least three years of experience dealing directly with customers through work in customer relations and/or sales. At least one year of experience working with internal and external customers, including stakeholders, to coordinate and synchronize competing needs and issues. At least one year of experience in planning, developing and facilitating activities that support participatory involvement by employees, customers or other stakeholders. Demonstrated ability to work collaboratively and successfully with a diverse group of individuals from a variety of different positions and backgrounds, to develop partnerships, negotiate agreements, and to facilitate consensus. Experience articulating and promoting ideas to diverse audiences through effective written and oral communication. Knowledge of employment law as it pertains to workplace behavior with respect to anti‑discrimination and anti‑harassment. Knowledge of non‑discrimination laws and policies relevant to the provision of Metro’s products and services. Demonstrated proficiency in MS Excel, Word and Outlook. Desirable Qualifications Demonstrated leadership in the workplace. One or more years of supervisory or lead experience in a public sector, union‑represented workplace. At least one year of experience working with the business of fare media sales, including ORCA, applying basic accounting skills, financial controls and inventory management. Experience providing customer support to transit customers in the ORCA environment, applying knowledge of ORCA’s underlying support systems. Experience implementing continuous improvement concepts in work processes. Experience implementing employee engagement/development strategies within a workgroup. Necessary Special Requirements A valid Washington State Driver’s License, or the ability to travel throughout the county in a timely manner is required. Required Application Materials Online King County application with accurate contact information and all relevant work history going back 10 years (or more, if necessary). Answer supplemental questions. Resume. Letter of Interest: include details on how you meet or exceed the knowledge, skills, and abilities for this position and your experiences as they relate to the primary job functions and desired qualifications. Selection Process Applicants will be screened for competitiveness, completeness, and written communication skills. This is a letter‑of‑interest review recruitment process. If needed, the most competitive candidates may be invited to participate in one or more interviews. Final offers are contingent on successful completion of reference checks and/or file review. Work Location This is a hybrid position. The main work site is King Street Center, 201 S Jackson St., Seattle, WA 98104. The team works in a hybrid model, with days in the office as well as telecommuting. Currently, there will be a minimum of three days per week required in the office. The ratio of remote to onsite work will be dependent on business needs and is subject to change. Employees will have access to shared workspaces at various King County facilities. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements. Work Schedule This position is exempt from the provisions of the Fair Labor Standards Act and is not overtime eligible. The base hours for this position are 8:00 a.m. – 5:00 p.m. Monday through Friday. Work needs to be performed onsite three or more days per week. Additional Position Information This position has been designated Mission Critical. Unless otherwise directed by the County Executive, department director or agency head, all employees, regardless of designation, are expected to report to work or request leave during an emergency or inclement weather. For more detailed information, please visit emergency‑closure and related King County workforce–management resources. Union Membership and Job Code Union Membership: Protec17 Job Code: 223650 Transit Chief – Customer Services To Apply If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process, or have questions, please contact Tracy Bylund at tbylund@kingcounty.gov. Benefits King County offers a highly‑competitive compensation and benefits package designed to meet the diverse needs of employees and support their health and well‑being. Eligible positions receive the following benefits and have access to the following programs: Excellent medical, dental, and vision coverage options. Life and disability insurance. Retirement: pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred‑compensation plan. Transportation program and ORCA transit pass. 12 paid holidays each year plus two personal holidays. Generous vacation and paid sick leave. Paid parental, family and medical, and volunteer leaves. Flexible Spending Account. Wellness programs. Onsite activity centers. Employee Giving Program. Employee assistance programs. Flexible schedules and telecommuting options, depending on position. Training and career development programs. Equal Employment Opportunity Statement King County is an Equal Employment Opportunity (EEO) Employer. No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other compensation. #J-18808-Ljbffr