Manager, Project

Metropolitan Council•Minneapolis, MN

9d•Hybrid

About The Position

The Manager, Customer Experience (CX) Project Management, leads a team of Project Managers responsible for delivering priority CX projects on time, within scope and budget, and with the intended customer and organizational outcomes. This position establishes and maintains project management standards, methodologies, documentation, and supporting technology for CX projects and initiatives. The Manager plans, directs, and oversees cross-functional teams implementing strategic CX initiatives and performs administrative, supervisory, and managerial responsibilities, including strategic planning, operating and capital budget development, workforce planning, hiring, coaching, and performance management. The position establishes goals and priorities and leads or supports the evaluation, selection, and implementation of solutions that advance Metro Transit’s CX strategy. This position is eligible for a hybrid (remote and in-office) telework arrangement. Candidate's permanent residence must be in Minnesota or Wisconsin.

Requirements

Any of the following combinations of experience in project management, public administration, policy and procedure development, planning, management, or a related field and completed education in Management, Planning, Public Policy, Project Management, Public Administration, or a related field:
High school diploma/GED with 10 years of experience, including 3 years of management, supervisory, project leadership, or staff leadership experience.
Associate degree with 8 years of experience, including 3 years of management, supervisory, project leadership, or staff leadership experience.
Bachelor’s degree or higher with 6 years of experience, including 3 years of management, supervisory, project leadership, or staff leadership experience.
Metropolitan Council Employees Only: Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience. You must attach your certificate(s) as proof of completion of the program to your application. Only completion of one of the four programs listed below will substitute credit (6 months or 1 year) for lead/supervisory experience.
Metro Transit Leadership Academy = 1 year
Project Management Development Program (12-month session) = 1 year
Four Learning Institute Certificates - You must obtain all four certificates listed below to receive credit for 6 months supervisory experience.
Leading Self-Personal Effectiveness Certificate
Leading Self-Communication Certificate
Leading Self-Business Skills Certificate
Leading Others-Preparing for Supervisor Certificate

Nice To Haves

Ability to think strategically and develop strategic planning documents.
Demonstrated experience establishing or maturing PMO frameworks, processes, or governance models.
Experience employing Waterfall and Agile methodologies in project delivery.
Experience working in IT services, shared services, or matrixed delivery organizations.
Ability to set performance measurements and metrics for people and projects.
Active PMP®, PgMP®, PMI-ACP® certification, or related certification.
Ability to promote an equitable, positive, and respectful work environment that values cultural diversity among all employees.

Responsibilities

Manage Project Management Team: Hire, onboard, supervise, and evaluate a team of Project Managers supporting Customer Experience (CX) priorities, projects, and initiatives. Establish team goals, priorities, work plans, and performance expectations, ensuring staff have the resources necessary to successfully perform assigned work. Develop, monitor, and manage the Project Management business unit operating budget, including expense tracking, budget forecasting, and variance analysis. Ensure compliance with Metropolitan Council policies, procedures, and leave programs, including FMLA, Paid Parental Leave, Employee Sick and Safe Time, and other applicable requirements. Coach, mentor, and develop staff through performance management, training, and professional development opportunities. Foster an inclusive, collaborative, and high-performing work environment through effective communication, employee engagement, and strategic leadership.
Establish Project Management Standards: Develop, implement, and maintain project management standards, methodologies, templates, and best practices for Customer Experience initiatives. Develop and maintain a centralized library of project management tools, templates, and reference materials. Promote and reinforce consistent application of project management standards, methodologies, and documentation across Metro Transit.
Manage Project Management Technology: Assess organizational business needs and gather stakeholder requirements for project management software and technology solutions. Evaluate and pilot project management tools to determine suitability for Metro Transit operations. Lead procurement activities, vendor coordination, contract administration, and ongoing vendor relationship management. Oversee implementation, administration, maintenance, and continuous improvement of project management software and related technology. Coordinate with Information Services and business partners to ensure long-term support, maintenance, and optimization of project management technology.
Lead Cross-Functional Project Partnerships: Build and maintain collaborative relationships with internal stakeholders to identify project needs, establish project objectives, and define success measures. Assess organizational project management support needs and prioritize resources based on agency strategic priorities. Define project governance, roles, responsibilities, business capabilities, and workflow processes. Expand and strengthen project management practices across Metro Transit.
Advance Customer Experience Practices: Promote Customer Experience best practices within the Project Management team and develop staff competencies in customer-centered project delivery. Partner with departments across Metro Transit to integrate customer-focused principles into business processes, projects, and decision-making. Prepare and deliver presentations, reports, and project updates demonstrating the value and impact of Customer Experience initiatives. Collaborate with business partners to align project management activities with organizational functions such as budgeting, staffing, and operational planning.
Support Strategic Customer Experience Initiatives: Evaluate project management needs and recommend strategies to support Customer Experience priorities and strategic initiatives. Partner with business units to establish project goals, performance measures, evaluation criteria, and desired outcomes. Develop project dashboards, scorecards, and reports to communicate project status, progress, and outcomes. Provide recommendations to support budget requests and resource planning for project management initiatives. Develop and maintain a centralized Customer Experience project calendar to improve agency-wide coordination and visibility.