Deputy Director - Customer Experience - ORCA

Salary range is $105k to $200k, with a midpoint of $150k.  New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

Sound Transit also offers a competitive benefits package with a wide range of offerings, including:

• Health Benefits: We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
• Long-Term Disability and Life Insurance.
• Employee Assistance Program.
• Retirement Plans: 401a – 10% of employee contribution with a 12% match by Sound Transit; 457b – up to IRS maximum (employee only contribution).
• Paid Time Off: Employees accrue 25 days of paid time off annually with increases at four, eight and twelve years of service. Employees at the director level and up accrue additional days. We also observe 12 paid holidays and provide up to 2 paid floating holidays and up to 2 paid volunteer days per year.
• Parental Leave: 12 weeks of parental leave for new parents.
• Pet Insurance.
• ORCA Card: All full-time employees will receive an ORCA card at no cost.
• Tuition Reimbursement: Sound Transit will pay up to $5,000 annually for approved tuition expenses.
• Inclusive Reproductive Health Support Services.
• Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you’ll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.

GENERAL PURPOSE:  

Under general direction, the Deputy Director - Customer Experience - ORCA leads the development and maintenance of strategic marketing and integrated communications plans and ensures customer satisfaction across all ORCA touchpoints in support of the successful operation of the ORCA fare system across seven regional transportation agencies. Serves as a key partner to the Director of Regional Fare Systems and Regional ORCA Operations Team (ROOT), by driving strategic development and execution of marketing and communications plans and obtaining and actioning customer feedback to drive value and satisfaction in support of ROOT and business goals. Maintains ownership of and accountability for those plans, working with marketing and communications, business, and product teams within the ORCA Agencies –our key customers– to ensure integrated, on-brand, and consistent two-way customer communication across all platforms. Initiates regional, cross-agency marketing campaigns for a variety of ORCA objectives, including the next generation ORCA launch campaign, increased ORCA adoption, customer information and engagement, and brand awareness. Develops content strategy for ORCA customer website, mobile app, email, and social media. Obtains and actions customer feedback, driving improvement across all interfaces, identifying customer value propositions, and eliminating customer pain points, with a focus on Equity and Inclusion. Supervises, plans, and delegates responsibility to assigned or contracted staff. Initiates and provides general oversight for consultants and on-call service support for campaign work as assigned. 

ESSENTIAL FUNCTIONS:

The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Establishes and manages marketing and communication program goals and objectives, including acquisition and conversion goals, aligning with ROOT and region-wide fare collection goals and objectives; establishes and reports on performance measures; addresses obstacles that impede progress toward achieving goals.
• Develops and implements short and long-term ORCA marketing and communications plans; maintains ownership and accountability for those plans, iterating as customer markets, agency needs, and technology landscapes change. 
• Plays instrumental role in leading the next generation ORCA customer launch campaign; assesses outcomes and reactively adjusts customer information as needed; develops additional promotions and campaigns as new features and capabilities are introduced in later phases; helps author internal ORCA Agency staff messaging for changes. 
• Establishes a