Job Description

Transportation Services has an outstanding opportunity for a Transportation Systems Program Operations Specialist to join their team.

About this Opportunity

This position is within Transportation Services reporting to the Manager of Sales & Administration. Under the direction of the Manager of Sales & Administration, the Transportation Program Operations Specialist will be responsible for ensuring administrative, customer service, and policy standards are met or exceeded. By leveraging technological platforms to improve business processes this individual will manage both the internal and external customer experience. They will work with the S&A team in the provision of excellent customer service to the campus community and visitors. In addition, this person will serve as backup to the Sales & Administration Manager as needed. 

This position is 100% FTE on Seattle campus and is typically telework eligible for up to 2 days per week.

Key Responsibilities

Process Improvement and Documentation (40%)  

• Serve as the staff lead for development and implementation of standard operations, including strategic planning, policy development, and tracking and measuring progress. 
• Develop work processes, procedures, and tools to fully leverage the capabilities of SalesForce, T2 Flex, and other software systems for the Sales & Administration staff.  
• Responsible for the management, organization of and access to all documented policies and procedures. 

Project Management (30%)  

• Lead internal and external teams and collaborate to develop project scopes, schedules and deliverables. 
• Monitor the work of internal and external partners and vendors to ensure timely and successful project completion. 
• Lead internal efforts to maintain systems and document evolving software tools to address needed back office and customer facing needs. Track and maintain documentation associated with business problems and subsequent solutions. 
• Write progress reports to document departmental progress in meeting our customer service goals and targets. 

User Training (20%) 

• Plan, schedule, and facilitate staff training in the use of various software. 
• Track user compliance and effectiveness when utilizing software systems.  
• Serve as subject matter expert on Sales & Admin technological systems and software. 

Stakeholder Engagement (5%)  

• Support customer escalation as needed.  
• Plan stakeholder working groups, and facilitate discussions on complex topics, with differing stakeholder opinions. 
• Develop and give presentations to a wide variety of stakeholders and audiences. 

Miscellaneous (5%)  

• Participate in professional development related to performance management and business systems knowledge development. 
• Other duties as assigned. 

Required Qualifications

To be considered for this opportunity your application must demonstrate you meet both the minimum qualifications and additional qualifications listed below. Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.

Minimum Qualifications

Applicants who do not meet these qualifications WILL NOT be forwarded to the Hiring Department.

·Bachelor's degree and 3-4 years of experience to include: utilizing technology to develop process and procedures; or customer service improvement programs; or standard operating procedure writing 

·Ability to communicate technical information in a user-friendly manner (liaison between technicians, vendors and UW Transportation Services staff). 

·Strong technical computer and database management skills. 

·Software troubleshooting skills. 

·Demonstrated proficiency with standard software include Microsoft Office Suite and similar programs.   

Preferred Qualifications

·Transportation industry experience, working knowledge of local transit agencies and operations of Transportation Services.  
·Experience with T2/Flex or Salesforce 
·Experience working with external vendors and consultants. 

Working Conditions

·May be required to lift /move up to 40 lbs. 
·Work may be required during hours beyond standard business hours or regularly scheduled shift, including weekends; professional travel may be required. 
·Work is normally performed in a typical interior/office environment; however, work may include incidental outdoor or fieldwork with exposure to the elements and variable weather conditions. 
·This position will be eligible to work remotely and onsite on a hybrid basis with supervisor approval. 
·Must be able to work in a non-smoking environment. 
·Regular and predictable attendance is required. 

Compensation, Benefits and Position Details

Pay Range Minimum:

$81,000.00 annual

Pay Range Maximum:

$92,904.00 annual

Other Compensation:

-

Benefits:

For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/

Shift:

First Shift (United States of America)

Temporary or Regular?

This is a regular position

FTE (Full-Time Equivalent):

100.00%

Union/Bargaining Unit:

Not Applicable