Senior Product Specialist DART

Overview

As a Customer Experience Senior Product Specialist, you will enhance travel experiences by creating a responsive and enjoyable transit environment. You will collaborate with a cross-functional product team to develop and improve paratransit products and services, and address customer experience issues to develop long-term mitigation strategies.

 

NOTE: This role will require you to work out of our office in Everett WA. a minimum  of 2 days per week.

Essential Duties

Customer Experience

• Collaborate with stakeholders to monitor Community Transit’s DART service to ensure a great end-to-end experience for customers with varied needs.
• Assess and analyze customer experience issues to develop long-term mitigation strategies.
• Analyze product performance and voice of the customers data.  Detect patterns, identify customer experience problems, and document successes, ensuring responsive service improvements.
• Cultivate programs within the product team to amplify the customer voice.  Create channels for feedback and integrate customer insights into product development.

Collaboration

• Maintain a 3-year product roadmap to plan agency budget resources and priorities.
• Coordinate with cross-functional DART team members and customers to design, test, and execute product improvements, system modifications, and related customer and internal communications.
• Facilitate collection and distribution of product performance data to agency stakeholders, leaders, and the public.
• Combine input from cross-functional DART team members and agency stakeholders, along with customer feedback and performance data, to make product roadmap recommendations.
• Conduct community outreach, facilitating the two-way flow of information between regional communities, community-based organizations, and internal agency stakeholders.

Product Oversight and Improvement

• Facilitate and coordinate customer research,  including customer interviews, field testing, surveys, focus groups, and other approaches.

• Monitor paratransit services at other agencies. Document best practices and develop recommendations for DART improvements.

• Develop, test, and analyze new product capabilities.                    

• Assess product budget against actual performance. Recommend optimal use of agency funds.                                                                        

Requirements

Minimum Qualifications

• Three or more years of experience working on a cross functional team delivering a customer-facing product, service or application.
• Three or more years of professional experience managing projects from initiation to implementation. 
• Experience with data collection, analysis, and reporting.
• Familiarity with Kaizen, Lean, Agile or similar continuous improvement methods. 

 

An equivalent combination of education and experience to successfully perform the job duties is also accepted.

Knowledge Requirements

• Passion for transit, mobility services, or related areas of customer service.
• Product Management.
• Fundamentals of data collection and analysis.
• Customer and product research methods and approaches. 

Skill Requirements

• Fostering an inclusive workplace by valuing and leveraging diversity, equity, and inclusion to uphold Community Transit’s Core Values and achieve the organization’s vision and mission. Inspiring and fostering team commitment, pride, and trust. Facilitating cooperation and motivating team members to accomplish group goals while treating others with courtesy, sensitivity, and respect.
• Establishing and maintaining effective interpersonal relationships with coworkers, supervisors, the public, and others. 
• Public speaking, including presenting technical and non-technical information to audiences with varying levels of technical expertise.
• Working with internal and external customers in a professional manner. 
• Attention to detail while working with complex data.   
• Working effectively both independently and as part of a team.

Preferred Skills and Knowledge

• Project management certification
• Knowledge of federal, state, and local laws regarding disability accommodations.

Working Conditions 

Hybrid telework may be available.  Availability is at management discretion and may not be available for this position based on the nature of the work.  Work is performed in an office environment and requires the use of office equipment and technology.  You may also