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Keolis Commuter Services · 14 hours ago

Supervisor, Passenger Experience & System Information

Boston, MA

Full-time

Onsite

Mid, Senior Level

$65K/yr - $72K/yr

3+ years exp

Keolis Commuter Services is a company dedicated to providing safe and reliable transit services. The Supervisor of Passenger Experience & System Information will oversee the Passenger Assistant team, ensuring high-quality customer service and continuous improvement in passenger information and engagement.

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Responsibilities

Supervise and oversee the Passenger Assistant team, ensuring continuous development and improvement of outputs to ensure all deliverables are being consistently met

Responsible for planning and delivering resourcing for track outages, customer engagements, events (including integrated crowd control plans)

Oversee and supervise all functions as it pertains to customer information at stations, ensuring relevance, accuracy and identifying improvements and budgets/mechanisms to deliver improvements

Support the delivery of customer improvement projects and initiatives to support a positive ridership experience

Support the Manager, Passenger Experience & System Information in their role and act as their deputy

Deliver all relevant contractual obligations required by the Operating Agreement between Keolis Commuter Service and the MBTA

Demonstrates understanding and adheres to the KCS principles of Employee Engagement, Operational Excellence, Safety & Security, and Economic Performance

Understand the safe operating practices, deliver safe systems of work, review safety issues/incidents/reports and deliver changes and improvements to the business, department, and team

Completes other duties as assigned

Qualification

Customer service experienceTeam leadershipPublic transport experienceProject managementAnalytical skillsCommunication skillsDecision-making skillsInterpersonal skillsPresentation skills

Required

A minimum of 3 years' experience in customer facing roles is required

Excellent communication and presentation skills as well as ability to support project management, time management, decision-making, and analytical skills in a deadline-driven role

Proven ability to effectively lead a team in a comparable field or operational environment with core emphasis on staff development, delivering initiatives and competency management

Strong ability to lead, engage and communicate with staff at all levels and build strong working relationships with the staff in all departments at all levels and the client in a complex fast paced operation environment

Proven ability to lead by example to foster positive cross-functional relationships with internal and external stakeholders

Demonstrated capability to represent Keolis as a credible ambassador to regulatory bodies, the client, and senior stakeholders

Proven ability to adapt to innovative technologies and tools that create efficiency and accelerate change

Ability to influence wider organizational culture through systemic, sustainable approaches

Key personal traits: forward thinking, initiative-taking, resilient, sound judgement, innovative where required, driven by a relentless pursuit of excellence

Excellent written, verbal, communication, interpersonal, and presentational skills as it pertains to business proposals, design, and process improvement for project to promote process improvement