Fare Media Sales Program Manager (PPM III)

King County • Seattle, WA

5d • Hybrid

About The Position

This position is open to current King County employees and the general public. Metro is seeking a Business Choice Program Manager to lead the day-to-day operations, strategic improvements, and continued evolution of our Business Choice and Home Free Guarantee programs. These programs help employers, schools, residential communities, and other organizations provide transit benefits and mobility options to their employees, students, residents, and community members. These programs sit within the Fare Media Sales team, in Metro’s Mobility Division. This is an exciting time to join the Fare Media Sales team as our programs continue to evolve and grow. In this role, you will oversee key programs that help partners remove barriers to mobility, expand access to transit, and improve the customer experience. You will balance operational excellence with innovation, identifying opportunities to improve programs, strengthen partnerships, and better serve the diverse communities who rely on Metro. The successful candidate will join a leadership team that is collaborative, creative, and committed to advancing equitable and innovative mobility solutions. This role requires someone who can bring together people, data, technology, and strategy to develop and oversee practical solutions that meet customer and community needs. About the Team The Fare Media Sales team works with businesses, organizations, and community partners to increase access to transit through fare products, programs, and partnerships. We collaborate across Metro and with external partners to develop solutions that encourage transit use and address barriers to mobility. As the Business Choice Program Manager, you will serve as a subject matter expert, team leader, and strategic partner. You will represent these programs internally and externally while helping shape the future of Metro’s fare programs. ORCA Business Choice provides flexible, scalable transit benefits to more than 2,000 organizations in King County Home Free Guarantee provides emergency rides for employees when unexpected situations come up This recruitment will be used to fill 1 Career Service position. In addition, this selection process may be used to generate an eligibility pool for future Career Service, Special Duty Assignment, and Term Limited Temporary vacancies that may occur in this classification within this workgroup. The eligibility pool will be retained for 12 months from the date of posting and may be used at the discretion of the hiring authority.

Requirements

• Demonstrated experience in program management, customer-focused operations, partnership development, and team leadership.
• Understanding of Metro’s fare products, services, and business program offerings.
• Two to three (2–3) years of hands-on experience with ORCA systems, business account platforms (Customer Relationship Management/CRM), and Salesforce, including creating and managing cases, creating business accounts, and performing other assigned duties.
• Experience managing programs, projects, or initiatives, including work planning, scheduling, budgeting, contract management, and financial tracking.
• Strong understanding of project management principles and the ability to manage multiple priorities, timelines, and competing demands.
• Demonstrated experience leading teams, providing coaching and mentorship, serving as a subject matter expert, and representing teamwork and outcomes to organizational leadership.
• Ability to collect, analyze, and communicate information and data to support decision-making and program improvements.
• Strong communication skills, including the ability to identify customer and business needs, understand barriers to mobility, and develop solutions that address those needs.
• Experience developing and maintaining effective partnerships with diverse stakeholders, including community organizations serving people with low incomes and people with disabilities.
• Demonstrated ability to promote an equitable, diverse, and inclusive work environment while collaborating effectively with people from a variety of backgrounds, positions, and perspectives.
• Ability to work independently and collaboratively in a matrixed environment while managing multiple projects and priorities in a fast-paced, values-driven organization.
• Strong organizational skills, attention to detail, and the ability to establish priorities, delegate work, meet deadlines, and proactively address challenges.
• Excellent oral and written communication skills, including the ability to present persuasive information, develop partnerships, negotiate agreements, and communicate effectively with technical and non-technical audiences.
• Proficiency using Microsoft Office applications, including Outlook, Teams, Word, SharePoint, PowerPoint, and Excel.

Nice To Haves

• Understanding of Metro fare products and services focused on encouraging transit use and expanding mobility options.
• Experience or education related to change management.
• Understanding of governmental structures and/or political environments.
• Experience using qualitative and quantitative data analysis methods, including customer research, market assessments, program evaluation, outcome analysis, and trend analysis.
• Experience using project management and scheduling tools.
• Experience using data visualization tools such as Power BI.

Responsibilities

• Lead Business Choice program operations and team coordination
• Oversee daily operations for the Business Choice program and ensure effective delivery of customer-focused services.
• Provide effective team leadership, coordinate group activities, and deliver regular updates to leadership on project progress, key milestones, and overall team performance.
• Provide leadership, direction, and support to Customer Service staff who manage relationships with organizations purchasing transit products for employees, students, residents, and community members.
• Assign and coordinate work, establish priorities, and ensure program commitments are met.
• Coach, mentor, and develop staff while providing constructive feedback and supporting professional growth.
• Participate in recruitment processes, make hiring recommendations, and contribute to performance evaluations.
• Resolve complex issues and disputes involving staff, customers, and program partners.
• Serve as a subject matter expert and representative for the Business Choice team in various internal and external forums.
• Engage in program, project, and product development activities to reach and engage current and future Business Choice customers.
• Manage the Home Free Guarantee program
• Manage program contracts, vendor relationships, and partner agreements.
• Analyze contracts, budgets, and program performance to ensure successful program delivery.
• Lead invoicing, auditing, and financial tracking activities.
• Monitor program budgets and ensure ORCA employer revenue aligns with program expenses.
• Provide technical guidance and translate complex program, financial, and system information for internal and external audiences.
• Provide responsive customer service and address partner questions and concerns.
• Support strategic planning and program improvements
• Participate as a member of the Fare Media Sales leadership team.
• Collaborate with colleagues to develop and implement strategic plans for fare programs.
• Evaluate program effectiveness using qualitative and quantitative data and recommend improvements.
• Balance ongoing operations with change initiatives and emerging program needs.
• Identify opportunities to improve customer experience, increase transit access, and strengthen partnerships.
• Support innovation efforts that improve mobility options for riders.
• Tangibly integrate ESJ principals into all project efforts and apply the agency's shared values of promoting equity, safety, sustainability, and a diverse and inclusive work environment.
• Build partnerships and represent Metro
• Represent Business Choice and Home Free Guarantee programs with internal teams, other transit agencies, community organizations, and external partners.
• Serve as a public information lead and primary point of contact for program-related communications.
• Develop and maintain effective partnerships with organizations serving people with low incomes, people with disabilities, and other communities facing barriers to mobility.
• Present information, negotiate agreements, and collaborate on shared goals.

Benefits

• King County serves residents with a relentless sense of urgency, delivering on commitments with transparency and accountability.
• We are action-oriented, creative problem solvers who collaborate across roles, engage directly with communities, and challenge the status quo to achieve meaningful impact.
• As a unified team, we uphold high ethical and stewardship standards, embrace change, stay curious, and continuously improve.
• Across all interactions, we listen first, act quickly, and stay aligned as a team to earn and sustain public trust.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed