Assistant General Manager-Experience & Innovation

Posting number: 2026-00257

Department: Metro Transit

Division: Admin & External Affairs

Job classification: AGM, Experience & Innovation

Posting type: Open & Promotional

Categories: Administration, Transit

Summary

This position is open until filled - initial review to begin July 13, 2026.

Apply by attaching cover letter and resume with completed application to be considered.

How your work would contribute to our organization and the Twin Cities region: The Assistant General Manager (AGM), Experience and Innovation, provides executive-level leadership for customer experience, employee experience, business technology, and strategic project functions. The AGM serves as Metro Transit’s chief innovator, responsible for identifying, piloting, and scaling initiatives that strengthen customer satisfaction and responsiveness, enhance employee engagement and organizational culture, and improve overall operational efficiency.

Serving as a member of the Metro Transit leadership team, the AGM represents Metro Transit to the Metropolitan Council, elected officials, regional stakeholders, and industry partners. This position establishes the strategic vision for innovation, directs multi-million-dollar operating and capital resources, and ensures that Metro Transit Forward goals are achieved through transformative ideas, systems, and practices that enhance service delivery for both customers and employees.

Anticipated Salary: ANNUALLY $165,339.20 - $ 237,500.

Examples of duties

• Create, establish, and lead the Innovation and Experience Department within Administration. 
• Providing executive leadership for customer experience, employee experience, business systems, and major innovation projects.
• Develop and implement agency-wide innovation strategies aligned with Metro Transit Forward, Metropolitan Council policy goals and regional equity priorities.
• Serve as an executive advisor to the Deputy General Manager, shaping organizational direction on innovation, technology, culture transformation, and customer/employee satisfaction.
• Build alignment across divisions and executive leaders to embed customer and employee insights in all levels of decision-making.

• Identify, pilot, and scale new approaches that improve transit reliability, accessibility, and customer satisfaction.
• Lead cross-functional innovation projects that integrate workforce engagement, digital modernization, and customer service improvements.
• Foster an organizational culture of creativity, accountability, and continuous improvement.
• Monitor industry trends, evaluate national best practices, and establish Metro Transit as a regional and national leader in transit innovation.

• Executive-level oversight of customer experience and sentiment initiatives, including contact centers, digital platforms, surveys, advisory committees, and feedback integration systems.
• Executive-level guidance of employee experience strategies and initiatives, including workforce culture, growing our peer support program, engagement programs, and the Great Workplace initiative, strengthening employee retention, resilience, and satisfaction.
• Ensure policies and systems improve accessibility, equity, and inclusion for both customers and employees.

• Provide executive oversight of business systems and technology modernization initiatives.
• Direct capital and enterprise projects that deliver real-time information, mobile, and digital tools, and enterprise analytics.
• Ensure technology and project investments align with customer priorities, employee experience, and long-term strategic goals.