Manager-Fare Engagement

Salary range is $90k to $180k, with a midpoint of $135k.  New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.  

Sound Transit also offers a competitive benefits package with a wide range of offerings, including:

• Health Benefits: We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
• Long-Term Disability and Life Insurance.
• Employee Assistance Program.
• Retirement Plans: 401a – 10% of employee contribution with a 12% match by Sound Transit; 457b – up to IRS maximum (employee only contribution).
• Paid Time Off: Employees accrue 25 days of paid time off annually with increases at four, eight and twelve years of service. Employees at the director level and up accrue additional days. We also observe 12 paid holidays and provide up to 2 paid floating holidays and up to 2 paid volunteer days per year.
• Parental Leave: 12 weeks of parental leave for new parents.
• Pet Insurance.
• ORCA Card: All full-time employees will receive an ORCA card at no cost.
• Tuition Reimbursement: Sound Transit will pay up to $5,000 annually for approved tuition expenses.
• Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you’ll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.

GENERAL PURPOSE:  
As part of Sound Transit’s continuous improvement process and based on community concerns, the organization set up an internal interdisciplinary workgroup to evaluate current fare enforcement policies, procedures, protocols, and gather community feedback to identify where improvements should be made. The agency approved an Action Plan to implement these changes. The manager will be the single point of accountability for implementing the action Plan. The manager leads the agency in implementing and tracking policy and program updates to Sound Transit’s fare enforcement system; directs the development and implementation of a youth-focused program for fare enforcement; manages the transition of the current fare enforcement system to a more customer friendly system with established metrics and embedded racial equity lens; working with multiple Sound Transit departments, ensures implementation of the action plan, while tracking budgets and outcomes; is responsible for reporting progress to the community, with specific focus on communities of color and those in proximity to poverty, and to the Sound Transit board; and ensures effective communications and coordination with associated project stakeholders, agency partners, passengers and departments. 

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.

• Plans, directs, coordinates, and assesses the work needed to implement the fare enforcement action plan.
• Monitors work activities and coordinates schedules, projects, budget guidelines, and different action plan items and departments. 
• Makes effective decisions and recommendations to the fare enforcement work group and agency leadership.
• Drives risk management and issue resolution through project management tools.
• Manages the portfolio of interrelated sub-projects within the complex, fare enforcement action plan program. 
• Engages with communities using the equitable engagement tool. 
• Builds relationships with school districts, youth serving organizations and other stakeholders. 
• Manages change control across the various plans and departments. 
• Provides oversight of the project team through the project lifecycle, including agency leads, consultant resources and vendors; coordinates training; manages project team relations; manages the workflow and prioritization of work and measures the performance of the project scope, schedule and budget. 
• Manages individual performance of assigned staff.
• Provides advice and counsel to staff, working group and agency leadership.
• Supports community relations, customer service, and public information effort(s) for responses to media, peer, and customer inquiries and complaints.
• Uses data to develop insights into passenger’s needs and pain points to access improvements or additions to the overall program to ensure continuous alignment with goals.
• Recommends modifications to functional areas, policies, standards and procedures as appropriate. 
• Conducts follow-up to ensure that the issues have been resolved and that the implementation remains on schedule.
• Manages project consultants and vendors.
• Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.
• Contributes to a culture of diversity, equity and 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 the area of Business, Sociology, Organizational Development or related discipline and five years of experience in a non-profit, public sector, or service environment. Experience in developing programs, developing plans, monitoring progress, conducting trainings, and interacting with and selecting third party contracts, such as consultants and vendors; Or an equivalent combination of education and experience. Three years in staff supervisory, budgetary, and management responsibility.

Required Knowledge and Skills:

• Advanced project management principles and practices.
• Continuous improvement principles.
• Advanced knowledge of customer service best practices.
• Transit fare collection and enforcement.
• Techniques to work effectively under pressure, meet deadlines, and adjust to changing priorities. 
• Advanced principles and practices of governmental budget preparation and administration. 
• Excellent oral and written communication skills and effective presentation skills. 
• Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases. 
• Principles of supervision, leadership, training, and performance evaluation. 
• Managing the goals and expectations of multiple stakeholders. 
• Establishing and maintaining effective working relationships with other department staff, management, vendors, outside agencies, community groups and the general public. 
• Applying advanced project management and program development techniques and principles. 
• Skilled at implementing a customer focused mindset into team execution and training.
• Understands undoing institutional racism principles and application. 
• Ability to empathize with customer needs and challenges and weigh decisions against program goals, objectives and capabilities. 
• Conceptualizing, influencing, developing, and administering goals, objectives, guidelines, and procedures for the project. 
• Developing and monitoring project budget, cost, and schedule. Interpreting and administering policies and procedures sufficient to administer, discuss, resolve, and explain to staff and other constituencies. 
• Identifying and responding to sensitive community and organizational issues, concerns, and needs. Presentation development and public speaking skills. 
• Critical and strategic thinking, complaint resolution, and problem solving. Preparing clear and concise administrative and financial data and reports. 
• Applying appropriate oral and written communication techniques to various individuals ranging from Agency employees, consultants, contractors, the general public, elected officials, community leaders, and local, state, and federal agencies. Supervising, leading, and delegating tasks and authority. 
• Second language a plus. 

Physical Demands / Work Environment:  

• May occasionally be exposed to dangerous machinery, extreme weather conditions, physical harm, hazardous chemicals, infectious disease, and extreme noise when conducting site visits and working in the field. 
• Work near/adjacent to active rail and bus lines.
• The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.
• This position does require individuals to be in the office on an as needed basis.

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.

Salary : $90,000 - $180,000