Customer Experience Manager

Job DetailsJob Location: GLPTC CityBus - Lafayette, IN 47904Position Type: Full TimeEducation Level: 4 Year DegreeSalary Range: $65,000.00 - $72,000.00 SalaryJob Shift: DayJob Category: ManagementCityBus is seeking a collaborative, service‑driven leader to serve as our next Customer Experience Manager. This role ensures positive, safe, and efficient interactions across all touchpoints for riders, community members, and stakeholders. The position leads customer experience, public relations, ADA eligibility, and fare technology functions—strengthening community trust, improving service quality, and supporting a customer‑centered culture across the organization. The ideal candidate brings strong communication skills, a commitment to equitable mobility, and experience leading teams in fast‑paced, public‑facing environments. Key Responsibilities Customer Engagement & Public Relations Direct customer experience and public relations activities, including customer service operations, media engagement, branding, advertising, and marketing partnerships. Oversee development and distribution of customer‑facing materials such as schedules, maps, service alerts, digital content, and website updates. Manage processes for receiving, tracking, and resolving customer feedback, ensuring timely follow‑up and accountability. Strengthen coordination between fixed‑route, paratransit, and microtransit services through cross‑department collaboration. ADA Compliance & Paratransit Eligibility Administer the ADA paratransit certification program, including application review, interviews, and eligibility determinations. Serve as the agency’s subject matter expert on ADA regulations across fixed‑route and demand‑response services. Provide staff training and technical guidance on accessibility standards and best practices. Coordinate appeals and functional assessments in accordance with agency policy. Identify opportunities to expand equitable mobility access and improve service integration. Fare Technology & Rider Support Oversee public‑facing and administrative elements of the fare technology system, ensuring reliable operation and effective rider support. Coordinate training for operators and customer service staff on fare systems and policies. Maintain accurate, accessible fare information in collaboration with Customer Experience staff. Serve as liaison to community partners, human service agencies, and institutions regarding fare program setup and distribution. Team Leadership & Development Supervise and coach department staff, providing clear expectations and supporting professional growth. Manage scheduling, payroll tracking, timecard review, and leave administration to ensure operational continuity. Conduct performance evaluations and disciplinary meetings in coordination with Human Resources. Track and report departmental data, prepare monthly updates, and support grant application processes. QualificationsEducation & Experience Bachelor’s degree in Business, Communications, Marketing, Urban Studies, Public Administration, or a related field, or equivalent combination of education, training, and experience. Minimum of five (5) years in a professional role related to customer service, or related field. Additional Requirements Must meet agency standards for motor vehicle licensing, drug screening, and background clearance. Strong communication, analytical, and relationship building skills. Ability to operate with independence, sound judgment, and alignment with executive leadership. CityBus is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status under federal, state, or local law. CityBus complies with all federal Equal Employment Opportunity laws, including the regulations of the Federal Transit Administration (FTA) and U.S. Department of Transportation (DOT).