Salary and benefits are competitive. Salary is commensurate with qualifications and experience.
This position will be posted Open until Filled, but to ensure consideration, please apply by Sept. 26, 2017.
The University of Washington (UW) is proud to be one of the nation's premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoy outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.
Facilities Services (FS) is a world-class organization providing exceptional services anywhere, anytime in support of the University of Washington's mission of teaching, research, and discovery. FS engages employees through LEAN practices and continuous improvement. FS includes eight departments that operate, maintain and support the University: Administration & Strategic Initiatives (AVP), Building Services Department (BSD), Campus Engineering & Operations (CE&O), Facilities Employee Services (FES), Facilities Maintenance & Construction (FMC), Finance and Business Services (FABS), Transportations Services (TS), and UW Emergency Management (EM).
Commute Options & Planning is responsible for transportation demand management for the University of Washington (UW). Commute Options & Planning promotes sustainable transportation options such as walking, bicycling, transit, telecommuting and ridesharing to campus, through products such as U-PASS and promotional events and programs.
The Transportation Services Sales & Administration (S&A) Office issues transportation products to UW staff, faculty, students, and departments and outside agencies, processes parking citation appeals and payments, and provides information to customer inquiries.
We have an outstanding opportunity for an Outreach & Marketing Specialist.
This position will be assigned shared responsibility for providing front-line customer service to Transportation Services customers when purchasing commute products, processing citation payments, and adjudication of appeals.
The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel filling this position.
The Specialist will provide students, staff, program participants and the public with information about and interpret the policies and activities related to Transportation Services products and programs.
Working with the Commute Options & Planning Manager, S&A Manager, the Deputy Director of Transportation Services, the Director of Transportation Services, and the rest of the Transportation Services team, the Outreach and Marketing Specialist will perform professional level program management and administration to coordinate the implementation and evaluation of individualized marketing strategies.
Responsible for the day-to-day direction and control of the Commute Options & Planning student team and program including supervision of program staff and operations, identification and implementation of operational tactics, and operational planning, stewardship.
Day-to-day oversight of transactional, service, and compliance activities for the assigned workgroups or program and has significant authority in establishing workgroup procedures and tactics to ensure that those activities are carried out in keeping with organizational strategy, departmental/institutional policy, and applicable law/regulation.
Partners with other TS Assistant Managers in different chains of command to deliver services collaboratively and to resolve operational issues that emerge among workgroups.
Undertakes program development that identifies TDM/commute issues, vets stakeholders' ideas and concerns, develops and tests solutions, helps our partners and customers to use our solutions, evaluates customer satisfaction, and adaptively manages resulting projects and programs over time.
Supports the development and utilization of transportation product information (using existing materials and creating new materials, when necessary) to help customers understand which UW TS products best support their commute.
Coordinates with S&A to standardize elements of personalized trip planning and integrate trip planning standards into S&As customer service delivery processes, to identify and resolve gaps in the customer service and the customer experience, and to ensure effective integration of Commute Options & Planning and TS products.
Administers the commute champion, commute ambassador, and Bike Buddy programs.
Manages interagency TDM contracts.
Duties and Responsibilities
Program/Project Management: Effectively manages multiple medium to large projects at any given time, including workgroup initiatives, pilot programming, and cross-functional initiatives that actively support the department's values, mission, and vision including the following:
Work to grow, continuously improve, and evaluate the Commute Options & Planning program that provides individualized trip planning to help students, staff, and faculty find lower carbon transportation options to reduce University carbon emissions through transportation. Design and implement communications, including presentations, email messages, and printed materials, that reflect the strategic direction and behavior change tools outlined in the Climate Action Plan. Work with the Commute Options & Planning Active Transportation Specialist, Transit Specialist, and Shared Use Mobility Specialist to review policies, products, and program administration in each transportation area and bring them into greater alignment with the goals and strategies of the Climate Action Plan and greater goals of the University. Support the Sales & Administration team with customer outreach needs including commute product renewals, new employee orientation sign-ups, and departmental employee commute product relocation efforts. Manage a standardized departmental outreach program in order to maintain successful working relationships with campus partners. Work with partners to effectively reach UW commuters that are most likely to change their behavior. Ensure partners are given the most up-to-date transportation information. Work with campus partners to ensure UW TS is present at all relevant campus events. Organize the logistics for events ranging in size from several dozen to over 1,000 participants. Attend events on behalf of UW Transportation Services. Administer commute champion and commute ambassador programs. Set goals, establish timelines, manage resources, establish roles and allocate work, monitor/measure progress, take remedial action or celebrate project/team successes as appropriate. Monitor and report of program performance and results. Work to communicate successes and lessons learned.
Personnel: Direct supervisory responsibility (hiring, staff development, work allocation, and performance management) for 2 FTE (approximately 5 part-time student staff members). Ensure that staff are supported in their work with appropriate tools and training. Assists with the translation and articulation of the organizational strategy to staff in assigned programmatic area and monitors implementation of strategy through Annual Team Plans. Articulate a vision for assigned programmatic areas that challenges and inspires program staff.
Administration: Monitor program performance. Represent Transportation Services in daily business, at University meetings, and at meeting or conferences with the general public. Interact with clients, faculty, staff, governmental agencies, vendors, and the public regarding policies and procedures for Transportation Services programs and assigned projects. Maintain a familiarity with business system functions, structures, capabilities, and limitations and participate in configuration and specification of enhancements. May serve on various committees within the University and related organizations.
Professional Development: Stay abreast of industry trends and practices. Lead and facilitate innovative practices at the University of Washington. Represent the workgroup or organization to industry peers and business partners. May require infrequent overnight and/or out of state travel. Ensure presence of and participation in position-appropriate professional development programs and activities for/by staff in assigned program areas. Represent programs to business partners and other internal and external stakeholders. Attendance at field related conference(s), including travel, may be required.
Perform other duties as assigned.
Core Competencies -Personal integrity and trustworthiness -Manage stressful situations and changing priorities effectively -Anticipate, recognize and resolve problems -Responsible and accountable -Organizational skills and attention to details -Positive, optimistic, success-oriented attitude -Professionalism which includes being tactful and courteous -Professional work ethic -Promotes a safe work environment
Bachelor's degree in transportation planning/environmental studies/public policy/public administration/engineering/geography/urban planning/business administration or related field.
Two years of directly related experience, including supervision/personnel management. Proven leadership and interpersonal communications skills. Demonstrated customer service skills and experience. Track record of successfully working with diverse stakeholders.
Excellent organizational skills; ability to work independently and successfully coordinate multiple tasks within project priorities; demonstrated flexibility to meet changing/unpredictable needs.
Excellent problem-solving skills; ability to analyze complex information, and to define and solve problems; ability to function effectively within a complex regulatory environment; ability to develop and interpret policies and procedures.
Demonstrated proficiency with standard productivity software include Microsoft Office.
Demonstrated experience in challenging customer service environments, including interpreting and applying established customer service techniques and resolving difficult customer situations and complaints; and strong problem solving skills to deal effectively with general public, students, staff, faculty, and co-workers.
Excellent interpersonal communications and conflict resolution skills, both in person and in writing.
Demonstrated experience maintaining composure and professionalism in a fast-paced, dynamic customer service environment.
Demonstrated cultural competency through customer service and team interaction.
Proficient in written and spoken English.
Experience with social media.
Must have the ability to efficiently and effectively travel frequently to offsite meetings outside of the transit network.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Experience working in the public or higher education sectors; experience in the transportation industry; experience in specific areas of programmatic oversight.
Experience successfully leading team members within a Lean process improvement environment.
Experience with University business systems; experience with industry or program specific business systems.
Familiarity with and commitment to Transportation Demand Management principles.
Experience with customer relationship management (CRM) programs.
Possession of a valid Washington State driver's license.
Conditions of Employment:
Work may be required during hours beyond standard business hours or regularly scheduled shift, including weekends; professional travel may be required.
Program management will include periodic outdoor or field work, exposure to the elements and variable weather conditions, and materials or fumes consistent with the transportation field and predictable to the particular program assignment.
May be required to lift up to 40 lbs.
Work is typically performed in an office environment, though off-site work will occur regularly
Appointment to this position is contingent upon obtaining satisfactory results from a criminal background check.
As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here.
Application Process: The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Criminal Conviction History, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select Apply to this position. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your My Jobs page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergra...duate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.