Sr Director, TRACC

The final salary will depend on the candidate's qualifications. Those with 8 years or more of required experience can expect offers up to the midpoint of the salary range. Metra provides full pay ranges so candidates can consider their growth potential.

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Metra is one of the largest and most complex commuter rail systems in North America, serving Cook, DuPage, Will, Lake, Kane, and McHenry Counties. The agency is linking communities in Northeastern Illinois by providing safe, reliable, and efficient commuter service.

The Train Reporting and Customer Communication Department (TRACC) is responsible for communicating information to Metra customers at stations and on trains via our Station Services, Passenger Services and GPS divisions. TRACC is also responsible for providing customer service, information and ticket sales and oversees the distribution of tickets, maintains station inspections and ADA compliance.

Reporting to the Assistant Deputy Executive Director- External Affairs, the Senior Director, Train Reporting and Customer Communications (TRACC) directs staff in the areas of Station Services, TRACC, ADA Compliance, Ticket Services, and Passenger Services engaged in providing customer service, information, and ticket sales for Metra trains; oversees customer engagement programs; and develops innovative approaches in order to research, collaborate, and design customer service measurements that create improved value for Metra and enhances the customer experience.

The primary duties include: Lead management staff in the development, implementation, and evaluation of strategic, tactical, and operational engagement plans, programs, and initiatives that align with Metra's customer service vision and strategies.

Drive the ongoing development of a customer service culture across the organization, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviors.

Create a culture that embraces high quality customer service across the organization, ensuring management systems and processes drive service delivery outcomes.

Develop annual goals and objectives for programs and services; establish standard operating procedures that reflect best practices; and assign, review, and evaluate staff work.

Advise the Executive Leadership Team on customer satisfaction measures and customer experience strategies, programs, initiatives, and emerging issues to enable customer-centric strategic decision processes and major or critical issues responses.

Approve time off, coordinate staff schedules, fill vacancies as necessary, and ensure compliance with departmental and company policies and objectives.

Decide/implement staffing decisions, performance evaluations, and performance improvement, disciplinary, and/or termination procedures.

Make recommendations regarding hiring, performance evaluations, disciplinary and/or termination procedures. Responsible for the safety objectives, goals, and program of the organization ensuring compliance with applicable safety rules and regulations.

Works under both inside and outside environmental conditions under prevailing conditions of heat, cold, rain, and snow.

Metra is a railroad employer subject to the provisions of the Railroad Retirement Tax Act, not the Social Security Administration.

1. Bachelor's degree in Business, Marketing, Communications, or related field OR in lieu of the specified degree, any combination of education and experience may be substituted for the required degree that equals four years in customer service, customer engagement, or communications.

2. In addition to #1, must have eight years of experience in customer service, customer engagement, or communications, preferably in technical support environments.

3. Must have three years of direct supervisory experience that includes day-to-day employee management, assigning tasks, providing guidance and training, monitoring performance, conflict management, budgeting, hiring, disciplinary and/or termination.

4. Considerable knowledge of:

• customer engagement principles.
• change management principles and practices.

5. Good knowledge of communications strategies.

6. Strong verbal and written communication skills.

7. Good analytical skills, specifically related to data trends.

8. Skill articulating complex concepts and putting forward compelling arguments and rationales to all levels and types of audiences.

9. Ability to:

• identify cultural barriers and implement strategies for removal.
• negotiate and approve contracts or service level agreements with external providers, (research, web design, social media, etc.), and monitor performance standards and outcomes to ensure high quality and effectiveness of activities.
• implement controls to ensure compliance with information and communications security and use policies.
• prepare clear project proposals and define scope and goals in measurable terms.
• display a balance of strategic and tactical skills, with a high level of intellectual agility and emotional intelligence.
• champion a long-term strategic focused on driving the customer experience, balanced against the need for immediate responses based on urgent unplanned issues.

10. Must be

• willing to travel within and outside of Metra's 6-county region.
• available on-call 24-hours/day, 7 days/week, 365 days/year, including weekends and holidays.

Metra employees in an active review period under the current discipline policy or who have documented attendance or performance issues will not be considered and/or selected for this position.

Please note: Regardless of any state laws that legalize marijuana, Metra prohibits applicants and employees' use or possession of marijuana (or marijuana paraphernalia), or having detectable amounts of marijuana in their bodies, including synthetic and/or non-synthetic substances such as THC for any reason for pre-employment screening purposes, while on duty, subject to duty, on Metra property, or in Metra work equipment and vehicles.

Metra is an Equal Opportunity/Affirmative Action Employer. It is our policy to fill vacant positions with qualified candidates without regard to race, color, sex, religion, national origin, age, gender identity, disability, or any protected categories, assuming an individual can perform the essential functions of the job with or without accommodation.

Metra is committed to ensuring that our career website and recruiting process are accessible to all individuals. If you encounter difficulties or limitations in using or accessing our online application, or if you require reasonable accommodations to complete this application, participate in interviews, complete any pre-employment testing, or engage in any other aspect of the employee selection process, please direct your inquiries to RAC@Metrarr.com.