Manager, Vanpool Customer Service & Fleet

Manages the Vanpool customer service, fleet activities and program data management with an emphasis on building and retaining ridership. Establishes customer service and fleet policies, guidelines and procedures to promote excellent customer service and vanpool fleet coordination. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

• Provides primary managerial direction and performs personnel administrative functions of direct report staff (e.g. training, supervising, work assignments, timesheets, performance evaluations, etc.) for the purpose of maintaining necessary staffing, enhancing productivity of staff and ensuring necessary department outcomes are achieved.

• Establishes and implements customer, fleet and program data management priorities and procedures to achieve commuter services strategic objectives.
• Oversees customer service and fleet administration to support ridership safety services for employers, vanpool groups, riders and commuters.
• Researches, develops and implements customer service strategies to position vanpool as a viable option to attract new accounts and retain riders.

• Oversees program data management practices to capture, manage and report program data to support vanpool operations.
• Manages program data and reporting for riders, routes, services, activities and program initiatives.
• Coordinates with Manager, Vanpool Billing & Reporting to administer rider matching and management database system.

• Coordinates with Commuter Services Program Manager in the development and implementation of program materials, business development promotions, campaigns and outreach initiatives to broaden public awareness and increase interest in vanpool services.
• Assists in market and program data analysis to identify prospective markets and improve ridership opportunities.
• Promotes safety awareness and follow safety procedures in an effort to reduce or eliminate accidents.
• Performs other duties as assigned.

Bachelor degree in marketing, public administration, transportation planning or related field.

Minimum five (5) years' experience in related field with an emphasis on customer service, customer engagement and program management. Three (3) years supervisory/management experience.

Excellent communication (verbal and written) skills.  Strong project management, planning and organizational skills. Familiar with Houston area and market. Knowledge of sales strategies and customer service. Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint).

The Metropolitan Transit Authority of Harris County, Texas has a zero tolerance drug and alcohol policy for all employees. All internal and external applicants will be required to undergo drug testing before employment and will be subject to further drug and/or alcohol testing throughout their employment.

Further, employees who perform safety-sensitive functions will submit to drug and/or alcohol testing in accordance to the Department of Transportation (DOT) and the Federal Transit Administration (FTA) regulatory requirements.

We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.

Grade 13