SaFE Ambassador Lead

King County • Seattle, WA

7d • Hybrid

About The Position

This opportunity is only open to current King County employees. External candidates will not be considered. Metro Transit’s Safety, Security, and Quality Assurance (SSQA) Division seeks to hire a skilled and dedicated Safety, Security, and Fare Enforcement (SaFE) Ambassador Lead. In this role, you will manage daily program operations, train and lead SaFE Ambassadors, and perform essential project management functions that strengthen program performance and ensure consistent high-quality service delivery. SaFE Ambassadors are part of a pilot program supporting both riders and transit operators. Working at Metro Transit Centers and neighborhood bus stops, the SaFE Ambassadors offer in-person customer service including wayfinding, fare information, submitting facilities requests, and other customer support services. Interacting with both the public and transit operators, they provide riders with tools to encourage rider confidence and knowledge of the system. Metro’s SaFE Reform Initiative seeks to advance equity by building upon Metro’s past efforts and current work with partners. In collaboration with the community, customers, employees, labor, and the King County Sheriff’s Office, we are guiding reform of the department's safety, security, and fare enforcement functions including building relationships and resource allocation. SaFE’s work informs practices, policies, and department-wide procedures to eliminate harm and emphasize customer and employee well-being. In June 2020, the King County Executive declared that racism is a public health crisis and Metro’s Strategic Leadership team committed to becoming an anti-racist, pro-equity organization. Find more information here. Safety, Security & Quality Assurance Mission: We provide leadership and the highest level of support and customer focus to continuously improve Metro’s safety culture and security practices in order to best protect Metro employees, patrons and the communities we serve from harm. This recruitment will be used to fill one (1) Term-Limited Temporary (TLT) or Special Duty Assignment (SDA) position expected to last through December 31, 2027, with the possibility of extension. Additionally, the selection process may be used to generate an eligibility pool for future TLT/SDA positions that may occur within this classification. 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. The SaFE Ambassador Lead is the Transit Project/Program Manager II classification.

Requirements

• Project management experience including coordinating staff, tracking progress, and organizing day-to-day work to meet deadlines.
• Experience leading frontline staff in customer service, transit, public safety, hospitality, outreach, or community engagement settings by coordinating daily operations, assigning work, and responding to shifting operational priorities in a fast-paced environment.
• Demonstrated ability to coach, mentor, and develop employees while fostering a positive, inclusive, and accountable team culture.
• Experience organizing and facilitating employee onboarding and training.
• Experience identifying training needs and developing training strategies, plans, and materials.
• Ability to deliver complex information and training to diverse audiences in a clear, accessible manner.
• Strong written and verbal communication skills, including standard operating procedure (SOP) development, preparing reports, documenting incidents, presenting information to diverse audiences, and creating written or visual training guides.
• Proven customer service experience in dynamic, fast-paced environments.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Ability to work independently, exercise sound judgment, and make timely decisions in the field.
• Ability to work effectively within diverse teams and across all organizational levels including frontline engagement.
• Ability to build collaborative working relationships with a diverse workforce, internal and external partners, and community organizations.
• Demonstrated skill in de-escalating conflict and resolving customer concerns using effective communication and problem-solving techniques.
• Experience collecting, reviewing, and analyzing data to support performance measurement and continuous improvement.
• Proficiency with Microsoft Office Suite (Outlook, Excel, Word, Teams, and PowerPoint) and familiarity with data collection and reporting tools such as Microsoft Forms, SharePoint, and Power BI.
• Applicants must possess a valid driver's license with acceptable five-year driving record.
• Employees must possess a Washington State driver’s license within 30 days of hire.

Nice To Haves

• Project management experience in community engagement and/or DEI-focused efforts.
• Knowledge of trauma-informed, customer-centered, and equity-focused service delivery practices.
• Knowledge of transit operations, customer service standards, and public-facing programs.
• Experience working with culturally, linguistically, and socioeconomically diverse communities including a deep understanding of systemic inequities and their regional impact.
• Background in serving diverse and vulnerable populations, including individuals with disabilities or limited English proficiency.
• Familiarity with SaFE Reform initiatives and public safety-related programs.
• Experience navigating public transit systems.
• Knowledge of Puget Sound geography and community landscape.

Responsibilities

• Lead daily operations of the SaFE Ambassador Program, including oversight of field operations, monitoring service quality, and ensuring adherence to program policies, procedures, and established standards.
• Coordinate staffing, schedules, and daily field deployment to ensure adequate coverage and smooth operational flow.
• Lead and support SaFE Ambassadors through coaching, mentoring, and performance feedback to strengthen customer service and SaFE-related competencies.
• Conduct SaFE Ambassador Program recruitment, onboarding, training, and professional development activities to promote role readiness and foster continued career development.
• Develop, maintain, and update standard operating procedures, including accountability measures and documentation.
• Facilitate recurring team meetings (daily, weekly, monthly), track action items, and follow up on recommendations.
• Identify, troubleshoot, and respond to field issues, escalating concerns to SaFE leadership when appropriate.
• Build trust and maintain professionalism by upholding confidentiality and fostering a safe, inclusive, and customer-focused work environment.
• Collaborate closely with internal and external partners and diverse teams including the SaFE Initiative Lead, transit operations, security teams, and community organizations to support coordinated service delivery.
• Manage inventory and operational supplies to ensure program readiness.
• Review, validate, and track engagement data and operational reports to support program improvements.
• Frequent walking, standing, lifting, and carrying of items.
• Perform other duties as assigned to support SaFE program goals.

Benefits

• Employees will work 40 hours per week on a flexible work schedule as approved by their immediate supervisor with typical work hours between 6:00 a.m. and 6:00 p.m., Monday through Friday.
• Schedule assignments are subject to the staffing needs of the department.
• Some projects may require alternate hours as needed, including occasional evenings and/or weekends.

What This Job Offers

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