SALARY: $60K – $90K

GENERAL PURPOSE: 

Under general direction, the Customer Engagement Specialist plans, coordinates and oversees customer/rider-focused outreach programs for projects within assigned geographic areas; serves as subject matter expert on Sound Transit fares and services; serves as agency’s Commute Trip Reduction (CTR) program lead, developing CTR network in assigned territory; develops and project manages comprehensive public involvement/outreach plans related to proposed service changes and fare changes; manages consultant resources as needed; recruits, trains and manages agency volunteer Ambassador staff needed to support service-related outreach efforts; builds and maintains relationships with transit partners, major employers and stakeholder groups within assigned areas; responds to public inquiries and constituent concerns; and plans and staffs a variety of outreach events. Must exhibit excellent project management abilities, lead meetings effectively and be able to influence across teams.

ESSENTIAL FUNCTIONS:

The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Oversees and executes customer outreach/engagement programs for assigned projects and geographic areas; develops and implements strategic communications and outreach plans; and updates tools/plans as necessary.

• Serves as lead for assigned projects; leads, coordinates, schedules, assigns and inspects the daily work activities of staff, interns and consultants assigned to customer outreach/engagement projects.

• Serves as subject-matter expert on Sound Transit services and fare structures.

• Keeps abreast of agency service change proposals, fare changes, ORCA program changes, marketing opportunities, major business relocations, and transit partner service changes and identifies opportunities to promote Sound Transit’s services in a timely manner.

• Serves as project manager for any required public involvement related to service changes and fare changes, evaluating and recommending the most effective strategies and tactics for reaching intended audiences with appropriate messages, coordinating with other departments as needed and managing outreach budgets; serves as primary point of contact between assigned projects and community members; evaluates and revises outreach plans as necessary; collects, synthesizes and reports on public input.

• Serves as the lead for agency’s Commute Trip Reduction (CTR) program; develops and maintains strong relationships with external stakeholders, transportation management associations, and major employers in assigned geographic areas; disseminates timely service-related information and marketing promotions to CTR network; schedules and staffs agency appearances at employer transportation fairs.

• Plans and staffs a variety of outreach events, including employer transportation fairs, community fairs and festivals, open houses, public hearings, street teams, rider appreciations, sponsorship events and agency special events, using company fleet vehicles as needed to travel to and from event locations and set up and tear down information booths; provides information related to areas of assignment, determining appropriate materials and engagement tools for each event; coordinates logistics with agency staff, partner agencies, consultants, and/or other outside stakeholders as needed.

• Oversees and participates in the development and maintenance of outreach materials, website materials and calendars for assigned projects and activities; drafts and edits a variety of public information/outreach materials including webpages, newsletters, flyers, fact sheets, surveys, booth signage and displays, and engagement tools; works with agency staff, including graphic designers, editors and digital team, to get materials produced, updated and distributed.

• Leads agency’s Ambassador program as assigned: plans and executes deployment of employee brand  Ambassadors for a variety of outreach, engagement and marketing needs, including major grand opening events, bi-annual Service Changes, special event service, fair and festival appearances, and general outreach and engagement events; recruits and trains staff Ambassadors as needed; maintains and updates Ambassador resource materials and inventory of Ambassador supplies; manages internal communications around Ambassador events; plans and implements ongoing program improvements to reduce barriers to staff participation.

• Attends and participates in meetings and committees related to outreach projects; participates in work groups, committees and task forces; develops agendas and writes speaking points; prepares and presents presentation materials, staff reports and other documents as needed; maintains awareness of new developments in the field of community outreach; and incorporates new developments/tools as appropriate into programs.

• Oversees consulting contracts as necessary; monitors and oversees consultant resources, including time management and billing

• Sets up tracking systems and processes as needed; effectively tracks outreach appearances and projects on an ongoing basis; produces and prepares outreach metrics and reports.

• Assists senior outreach staff in creating processes, policies and procedures.

• Provides support to the Communication Department on matters as directed; and ensures accountability and compliance with all current and applicable state and federal laws, Agency policies and procedures, rules and regulations.

• Champions & models Sound Transit’s core values and demonstrates values-based behaviors in everyday interactions across the agency.

• Contributes to a culture of diversity, equity & inclusion in alignment with Sound Transit’s Equity & Inclusion Policy.

• It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.

• It is the responsibility of all employees to integrate sustainability into everyday business practices.

• Other duties as assigned.

MINIMUM QUALIFICATIONS:

Education and Experience:

Bachelor’s Degree in communications, public relations, public affairs, business or public administration, English, marketing or closely related field and three years of experience working in outreach, customer service, community relations, or public relations  that includes leading outreach or public relations projects within a diverse urban community; OR an equivalent combination of education and experience.

Required Licenses or Certifications:

Valid state driver’s license.

Required Knowledge of and Skills:

• Sound Transit, its current services, and system expansion plans.

• Operations, services and activities of a typical outreach program.

• Advanced principles and techniques for the preparation and presentation of written and oral information.

• Principles and techniques for effective presentations to various audiences.

• Marketing and public relations theories, principles and practices and their application to outreach programs.

• Modern office procedures, methods, and equipment including computer applications such as word processing, statistical databases and spreadsheets.

• Public sector procurement and contracting requirements.

• Methods and techniques of data collection, research, and report preparation.

• Principles and practices of record keeping and records management.

• Supervisory/lead principles, methods and techniques.

• Meeting facilitation and conflict resolution.

• English usage, spelling, grammar, and punctuation.

• Project management, including scoping, tracking deliverables and budget management

• Working collaboratively with teams across multiple disciplines to facilitate approvals, meet deadlines and produce quality products

• Preparing and analyzing complex data and comprehensive reports

• Establishing and maintaining effective working relationships with diverse work groups and individuals, including agency leadership, elected officials, vendors, partner agency staff, community groups, businesses and the general public; fostering and developing community partnerships.

• Interpreting and administering policies and procedures sufficient to administer, discuss, resolve and explain them to staff and other constituencies.

• Strong communication skills, including public speaking skills and developing/presenting ideas orally and in writing.

• Distilling highly technical information into concise, easy-to-understand messages for public consumption.

• Working effectively under pressure, managing multiple assignments, setting objectives, meeting deadlines and adjusting to changing priorities.

• Using personal computer software programs relevant to assigned work, including Microsoft Office, tracking systems and content management systems; compiling and preparing spreadsheets and reports.

• Leading and delegating daily tasks; communicating and providing work direction/feedback to assigned staff, including consultant staff.

Physical Demands / Work Environment:  

• Work is performed in a standard office environment.

• Subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 25 pounds; may occasionally be exposed to dangerous machinery, extreme weather conditions, and extreme noise when working at events and/or working in the field.

• The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.

Sound Transit is an equal employment opportunity employer. No person is unlawfully excluded from employment action based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status or other protected class.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)