Position: Senior Coordinator, Fare Systems - Innovations -- Chicago Transit Authority
Position Summary: The Senior Coordinator will focus on supporting the implementation of new innovative technologies, processes, and mobility solutions, with a concentration on the implementation and integration of the fully redesigned Open Standards Fare System, called Ventra. This Ventra update seeks to improve the customer experience for all types of travelers by enhancing customer service and convenience and expanding upon new partnerships.
The Senior Coordinator will perform various project management tasks while tracking and facilitating the Ventra fare systems redesign and update project. The Senior Coordinator will also work with internal stakeholders and third-party entities in coordinating the implementation of new technology products and strategies with the Ventra fare system to enhance mobility and improve customer experience, as well as supporting existing innovative partnerships.
Primary Responsibilities
1 - (35%) Assist in planning, executing, and managing assigned projects from initial stages through implementation.
Manages and updates project issues list and risk log; takes and distributes meeting minutes and flags items for follow-up or further research.Coordinates with vendor and consultants on project progress list items and agenda creation.Coordinate schedules between vendors and internal departments.
2 - (20%) Coordinates fare system innovation enhancements aimed at improving customer outcomes, bringing positive customer results, and increasing revenue and system ridership.
Coordinates across departments and with third party vendors to meet strategic objectives.Manages the collection, development, and dissemination of innovative fares ideas and practices into repository for innovative ideas.Maintains knowledge on emerging innovative transportation fares practices or trends.
3 - (20%) Supports outreach to external partners, agencies, and companies to implement innovative fare system programs.
Coordinates with other departments, vendors, and external partners on promotion and management of promotional, sponsored/branded, and custom branded Ventra cards and tickets.Coordinates with external partners on day-to-day administration of existing innovative fare programs.
4 - (10%) Composes executive briefing decks, progress reports, and presentations for internal review and use.
Coordinates with internal departments and vendors on customer email program; assists with effectuating customer outreach and surveys.Assists in explaining and introducing fare system updates and policies to CTA departments.
5 - (10%) Interfaces with Ventra customer service management team dealing with customer escalations and service issues.
Coordinates with Ventra customer-facing support and communication to help ensure vendor is meeting the needs of customers.Helps diagnose and resolve customer-facing problems or requests utilizing department tools, resources, business judgment and expertise.
6 - (5%) Performs related duties as assigned.
Education/Experience Requirements
Bachelor's Degree in Business Management, Planning, Public Administration, Public Policy, Law, Information Systems, Engineering, Systems Integration, Project Management, or a related field, plus five (5) years of experience in, or an equivalent combination of education and experience related to this position.
Knowledge, Skills, and Abilities
- Strong organizational skills.
- Strong project management skills.
- Strong verbal and written communication skills and ability to effectively communicate with a variety of audiences.
- Strong computer skills with knowledge of Microsoft Office Suite software.
- Ability to maintain effective working relationship with departments, employees, and managers at all levels of the internal organization as well as vendors.
- Ability to operate in a fast-paced, unstructured environment.
- Ability to prepare clear, concise, and complete reports.
Salary
$75,000 - $85,000
Posting Expiration Date
June 10
Location
567 W. Lake St., Chicago (Hybrid)For more information and to apply: https://www.transitchicago.com/careers/