Chief Customer OfficerPosition Contingency Notice: This position is associated with Bay State Rail's proposal to operate the MBTA Commuter Rail network. Employment opportunities for this role are contingent upon Bay State Rail being awarded the contract and successful contract mobilization.
Position Summary The Chief Customer Officer leads customer experience strategy and service delivery for a complex commuter rail system in the Greater Boston region. This executive leadership role is responsible for overseeing all customer service operations, passenger communications, service recovery coordination, complaint resolution, and customer-facing service standards to ensure a safe, responsive, and high-quality rider experience.
We're proud to offer: - Competitive compensation package of minimum $200,000 - maximum $280,000
- In addition to base salary, this role is eligible for an annual Short-Term Incentive (STI) opportunity
Job Profile - Lead all customer service operations, public information programs, and customer experience initiatives across the commuter rail network.
- Serve as the senior executive dedicated to customer service issues, empowered to improve service delivery and resolve rider concerns.
- Direct customer communications and service information during normal operations, planned outages, delays, emergencies, and service disruptions.
- Coordinate alternate transportation services, including bus substitution during outages, weather events, incidents, and service interruptions under guidance from Transportation Management and dispatch.
- Maintain close coordination with MBTA Railroad Operations, the MBTA Customer Service Department, Safety Compliance leadership, and Accessibility teams.
- Lead complaint investigation and resolution processes, ensuring prompt response and effective issue resolution to Rider complaints.
- Liaise with other modes of transportation within the Massachusetts Bay area to ensure best practices are adopted, lessons learned are shared, and the customer is represented across all modal discussions.
- Liaise with Transdev and Transport UK senior leaders on best practice sharing, lessons learned and proactive knowledge transfer.
Qualifications Required
- Minimum 5 years of progressive customer service leadership experience in passenger transportation, commuter rail, transit, aviation, or related industries.
- Experience managing customer communications and service recovery during operational disruptions.
- Demonstrated success leading customer service teams and complaint resolution programs.
- Experience working in a highly regulated, safety-sensitive operating environment.
- Strong knowledge of:
- Passenger communications and service delivery
- Incident and disruption response coordination
- Customer contact center operations
- Service recovery and alternate transportation coordination
- Performance metrics and customer satisfaction management
Preferred
- Experience in commuter rail or public transit operations strongly preferred.
- Bachelor's degree in Business, Communications, Transportation, Public Administration, or related field preferred.
- Experience coordinating with public agencies and accessibility.
- Experience working in a unionized environment.
The ideal candidate is a high-performing strategic leader who drives results and inspires others through integrity, accountability, and strong communication. Combines business acumen and continuous improvement to achieve sustainable business outcomes and enhance customer experience. Builds trust through self-awareness and ethical leadership while empowering others to reach their full potential. Cultivates strong stakeholder relationships, high-performing teams, and creates organizational agility to successfully navigate change and deliver long-term success.
Job Category: Management
Job Type: Full Time
Work Type: No Remote
Req ID: 8721
Pay Group: VDD
Cost Center: NONE
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
