The Chief Customer Experience Officer (CCEO) has the unique opportunity to help HART redefine the customer journey across all modes and touchpoints as part of our growth and transformation into a best-in-class transportation agency. The CCEO plays a critical role as a collaborator and connector across functional departments to deliver an exceptional end-to-end customer experience. With direct oversight over all transit operations, maintenance, safety and security, call center, and scheduling activities, the CCEO is empowered to transform service delivery into a truly customer-centric operation.
Essential Duties & Responsibilities
The CCEO is a dynamic and collaborative leader with a passion for setting an inspirational vision and establishing clear objectives, goals and milestones for the customer experience strategy. This role is responsible for leading and developing a diverse, cross-functional team as they oversee and coordinate with other departments on systems, processes, communications, and partnerships to enable HART to deliver on growth expectations.
As an innovative thinker with a passion for delivering outstanding service, the CCEO will be the primary internal driver for ensuring that major projects and initiatives have customers at the forefront, leveraging cross-functional relationships to maintain and enhance customer confidence in HART as a leader and innovator in the industry.
The CCEO will drive continuous improvement of service levels and increase customer satisfaction through measuring and observing customer usage and satisfaction, acting as a content expert on emerging customer experience trends and best practices, identifying and implementing industry best practices to support a best-in-class service experience, and working closely with key cross-functional stakeholders to improve customer experience, ensuring customer priorities are considered across the organization.
Knowledge, Skills & Abilities
The ability to create customer mindset-driven thinking among a diverse team and functional areas is critical.
Demonstrated experience and leadership in delivering exceptional customer experiences and culture change.
Highly collaborative style; ability to lead, motivate, and build an efficient team.
Self-starter, able to work independently, and entrepreneurial; enjoys creating and implementing new initiatives or ways of delivering service.
A strong track record as an implementer who thrives on managing a variety of initiatives concurrently.
Commitment to making data-driven decisions aligned with organizational success and continuously improving performance.
At least 5-7 years of supervisory and leadership experience in a service-oriented role, with hospitality experience in public transportation, air travel, retail, or other related field.
Prior operations experience/ familiarity with operations, planning, and logistics desired.
Bachelor's degree in Business, Hospitality, Communications or related field is required.
For more information or to submit a resume, please contact Gregg Moser at firstname.lastname@example.org
About Hillsborough Area Regional Transit Authority (HART)