Section Manager II, Customer Engagement
About The Position
Under general direction, oversees the Orange County Transportation Authority (OCTA) Customer Engagement section; oversees staff, consultants, and the contractor-operated Customer Information Center; ensures timely, accurate, accessible, multilingual, and customer-centered responses to inquiries, complaints, comments, compliments, and service requests received through phone, email, web, social media, in-person, and emerging digital channels; administers customer relationship management (CRM); and provides data-driven customer experience reports and improvements. This is an exempt position in salary grade 220: Min - $117,228.80 Mid - $139, 276.80, Max - $161,304.00/annually. The starting salary will be within this range based on qualifications. This posting will remain open until a candidate is selected.
Requirements
- Bachelor's degree or equivalent combination of education and experience.
- Five years of customer relations experience, including two years of supervision.
- CRM experience (Salesforce preferred) and strong leadership and communication skills.
Responsibilities
- Lead OCTA's Customer Engagement team, Customer Information Center, and customer service operations.
- Oversee customer communications, CRM, reporting, and service improvement initiatives.
- Manage staff, contracts, budgets, and cross-department collaboration.
- Prepare reports for leadership and Board members.
- Analyze customer feedback and performance metrics.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
