Director of Customer Experience & Marketing

JOB SUMMARY

The Director of Customer Experience & Marketing is responsible for leading and managing RTS's Communications, Marketing, AND Customer Experience Departments. The position provides strategic leadership for customer experience, customer service operations, communications, marketing, public information, branding, customer engagement, and community engagement initiatives.

The Director is responsible for ensuring a seamless, positive, and consistent customer experience across all customer touchpoints while overseeing organizational communications and marketing efforts that support RTS's mission, strategic priorities, and public image. The position oversees customer service operations, including the customer contact center and transit center customer service functions, and serves as a key liaison between RTS, its customers, stakeholders, community partners, and the public.

$90,000-$120,000 based on experience

Chief Customer & Community Experience Officer

• Customer Relationship Marketing Specialist
• Supervisor of Customer Service (2)

• Staying Healthy:
  Medical, Dental, and Vision (Dental & Vision insurance are currently free), Flexible Spending Account (FSA)
• Feeling Secure:
  Disability Insurance, Pension Plan, NY State Deferred Compensation Plan, Basic Life and Accidental Death & Dismemberment (AD&D) insurance, Group Specified Disease Insurance and Hospital Insurance
• Work-Life Balance:
  Paid Time Off (PTO: 3 weeks plus 2 days upon hire; accrue additional time after 1 year), Employee Assistance Program, Paid Holidays, On-site Fitness Center open 24/7, Employee Wellness Program, Culture & Inclusion Council, Public Service Loan Forgiveness (PSLF), BJ's Wholesale Club Discount, and more!

• Develop and execute customer experience strategies that support organizational goals and enhance customer satisfaction, trust, loyalty, and public confidence in RTS.
• Lead and oversee customer service operations, including the customer contact center and transit center customer service functions, ensuring consistent, high-quality service across all customer-facing channels.
• Establish customer service standards, performance expectations, and service quality measures; monitor performance metrics including call volume, response times, complaint resolution, customer satisfaction, and service quality indicators.
• Analyze customer feedback, complaints, service trends, and operational data to identify opportunities for continuous improvement and implement corrective actions as appropriate.
• Lead initiatives to improve customer interactions, customer-facing processes, and service delivery across all customer touchpoints.
• Ensure timely and effective resolution of escalated customer concerns, complaints, and service inquiries.
• Collaborate with operational departments to improve the customer experience and ensure customer needs are considered in organizational planning and decision‑making.
• Foster a customer‑focused culture throughout the organization by promoting service excellence, accountability, and continuous improvement.

• Develop and implement comprehensive communications, marketing, branding, and public information strategies that support organizational priorities and increase public awareness of RTS services and initiatives.
• Provide leadership for internal communications, external communications, digital communications, media relations, public information, branding, community engagement, and public outreach efforts.
• Ensure consistent organizational messaging, branding, and customer‑facing communications across all channels and customer touchpoints.
• Oversee the development and execution of marketing campaigns, communication plans, public awareness initiatives, customer information programs, and promotional materials.
• Coordinate and communicate service changes, detours, service alerts, organizational initiatives, and customer‑facing programs to ensure timely and accurate public information.
• Develop presentations, reports, communication materials, marketing content, and public…