Transportation Systems Program Operations Specialist

University of Washington•Seattle, WA

2d•$81,000 - $92,904•Hybrid

About The Position

This position is within Transportation Services reporting to the Manager of Sales & Administration. Under the direction of the Manager of Sales & Administration, the Transportation Program Operations Specialist will be responsible for ensuring administrative, customer service, and policy standards are met or exceeded. By leveraging technological platforms to improve business processes this individual will manage both the internal and external customer experience. They will work with the S&A team in the provision of excellent customer service to the campus community and visitors. In addition, this person will serve as backup to the Sales & Administration Manager as needed. This position is 100% FTE on Seattle campus and is typically telework eligible for up to 2 days per week.

Requirements

Bachelor's degree and 3-4 years of experience to include: utilizing technology to develop process and procedures; or customer service improvement programs; or standard operating procedure writing
Ability to communicate technical information in a user-friendly manner (liaison between technicians, vendors and UW Transportation Services staff).
Strong technical computer and database management skills.
Software troubleshooting skills.
Demonstrated proficiency with standard software include Microsoft Office Suite and similar programs.

Nice To Haves

Transportation industry experience, working knowledge of local transit agencies and operations of Transportation Services.
Experience with T2/Flex or Salesforce
Experience working with external vendors and consultants.

Responsibilities

Serve as the staff lead for development and implementation of standard operations, including strategic planning, policy development, and tracking and measuring progress.
Develop work processes, procedures, and tools to fully leverage the capabilities of SalesForce, T2 Flex, and other software systems for the Sales & Administration staff.
Responsible for the management, organization of and access to all documented policies and procedures.
Lead internal and external teams and collaborate to develop project scopes, schedules and deliverables.
Monitor the work of internal and external partners and vendors to ensure timely and successful project completion.
Lead internal efforts to maintain systems and document evolving software tools to address needed back office and customer facing needs.
Track and maintain documentation associated with business problems and subsequent solutions.
Write progress reports to document departmental progress in meeting our customer service goals and targets.
Plan, schedule, and facilitate staff training in the use of various software.
Track user compliance and effectiveness when utilizing software systems.
Serve as subject matter expert on Sales & Admin technological systems and software.
Support customer escalation as needed.
Plan stakeholder working groups, and facilitate discussions on complex topics, with differing stakeholder opinions.
Develop and give presentations to a wide variety of stakeholders and audiences.
Participate in professional development related to performance management and business systems knowledge development.
Other duties as assigned.