Executive Assistant to SVP of Customer Care and Support

GENERAL DESCRIPTION OF WORK:

Provides advanced and confidential administrative, operational, and project coordination support to the Senior Vice President (SVP) of Customer Care & Support. This position supports the SVP in overseeing customer-facing programs including call center operations, complaint resolution, lost‑and‑found, digital customer service channels, and frontline ambassador programs. Work involves managing executive priorities, coordinating division-wide activities, preparing materials for internal and external stakeholders, and ensuring timely execution of tasks that support safe, efficient, and high-quality customer service.

Responsibilities require strong judgment, discretion, organization, and the ability to work independently while supporting a high-volume, fast-paced executive office.

• Manage a complex and frequently shifting calendar, including high-level meetings, presentations, community events, and engagements involving internal leaders, board members, elected officials, and external partners.
• Prepare meeting materials, agendas, presentations, briefing documents, talking points, and follow-up action summaries for the SVP.
• Serve as the primary point of contact for internal and external inquiries to the SVP, ensuring timely and appropriate communication.
• Screen, prioritize, and draft email and written correspondence on behalf of the SVP.
• Assist with tracking key deadlines, initiatives, commitments, and follow-ups to ensure accountability and alignment with organizational priorities.
• Coordinate division-wide activities including leadership team meetings, project reviews, working sessions, and cross-functional collaborations related to customer care strategy, performance metrics, and digital service improvements.
• Support the development and monitoring of reports, dashboards, and presentations related to call center performance, customer experience metrics, complaint trends, and other operational data.
• Assist in maintaining documentation and tracking progress for strategic initiatives, performance goals, and customer service improvement efforts.
• Facilitate communication and workflows between the SVP and departmental managers overseeing call center operations, complaint resolution, ambassador programs, and digital service channels.
• Manage travel arrangements, expense reports, procurement requests, and tracking of budget-related activities for the SVP's office.
• Support policy and procedure development, ensuring documents are properly formatted, distributed, updated, and archived.
• Organize logistics for meetings hosted by the SVP, including space reservations, virtual meeting setup, attendee coordination, and material preparation.
• Maintain confidential files, contact lists, and division records with exceptional discretion and accuracy.
• Coordinate with internal departments, including Operations, Communications, IT, Safety, and others to support customer-focused initiatives and ensure smooth information flow.
• Assist the SVP in preparing for engagements with community groups, government entities, partner organizations, and industry collaborators.
• Support preparation of materials for executive leadership meetings, board briefings, and other high-visibility internal or external engagements.
• Model VIA's values of professionalism, courtesy, and customer-first service in all interactions.
• Maintain strict confidentiality and demonstrate integrity in handling sensitive personnel, customer, and organizational information.
• Support the SVP's commitment to a safe workplace by following organizational safety practices, exercising good judgment, and reporting hazards or concerns promptly.
• This job description excludes marginal functions that are incidental to performing the job. Other duties may exist.

Bachelor's Degree in Business Administration or related field and at least 3 years' experience as an administrative professional supporting VP or above or governmental executives. Experience may be substituted in lieu of education on a year-for-year basis for up to four years.

None

• Strong organizational and…