Section Manager II, Customer Engagement

Section Manager II – Customer Engagement

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.

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 - $ Mid - $139, 276.80, Max - $/annually. The starting salary will be within this range based on qualifications.

This posting will remain open until a candidate is selected.

• 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.

• 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.

• Lead initiatives that improve the customer experience.
• Make a meaningful impact serving the community.
• Collaborative team environment with meaningful cross-agency partnerships.
• Help keep Orange County moving—for everyone.

Join a team where innovation, integrity, and strategic thinking are valued.

OCTA is an equal employment opportunity employer that recruits, hires, and promotes qualified people without regard to race, color, religion, creed, ancestry, national origin, age, sex, pregnancy, gender, gender identity and/or expression, sexual orientation, marital status, medical condition, disability, genetic information, military and veteran status, or other legally protected status.