PROJECT MANAGER (CUSTOMER CARE PROJECTS)

Metro’s mission is to provide a world-class transportation system that enhances the quality of life for all who live, work, and play within LA County. Description To develop, manage, and administer all aspects of a project and ensure that projects are delivered on schedule and within budget. The Project Manager (Customer Care Projects) will manage the development and improvement of customer care tools and processes that support understanding and responding to customer needs. This position will oversee the use of customer feedback, wayfinding support, and real time communications to improve service quality and consistency across customer-facing departments, positioning Customer Care as the voice of the customer. Recruitment Timeline: Interviews are projected to be scheduled for the week of March 16, 2026. These dates are subject to change . We encourage you to monitor your governmentjobs.com profile and emails for the latest updates. Application cut-off: Please be aware that only the first 150 applicants will be guaranteed consideration for this position. Examples of Duties Manages various aspects of a project which may include finances, research, design, technical support, schedules, budget compliance, planning, and agency reportingOversees the development of project specifications and requirementManages a project's scheduling, prioritization of work, budget development, monitoring, planning, and reportingReviews, analyzes, and interprets contract specifications and scope of work documents of a project to ensure conformance with requirements, regulations, codes, policies, procedures and plansReviews, analyzes, and monitors actual project performance to ensure conformance with scope, schedule, and budgetAttends progress meetings with members of the project team to report on statusIdentifies problems and recommends resolutions to budget, cost, and schedule-related activitiesPrepares reports for management Participates in project outreachCoordinates with various stakeholdersCommunicates and implements safety rules, policies, and procedures in support of the agency's safety vision and goals; and maintains accountability for the safety performance of all subordinate employees Minimum Qualifications May be required to perform other related job duties Required A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position. Additional experience, as outlined below, may be substituted for required education on a year-for-year basis. A typical combination includes: Education Bachelor's Degree in Business, Planning, Public Administration, Political Science or a related field Experience Six years of relevant experience or three years of relevant supervisory-level experience in project management, project funding and financing, or project delivery Certifications/Licenses/Special Requirements A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions Preferred Qualifications Preferred Qualifications (PQs) are used to identify relevant knowledge, skills, and abilities (KSAs) as determined by business necessity. These criteria are considered preferred qualifications and are not intended to serve as minimum requirements for the position. PQs will help support selection decisions throughout the recruitment. In addition, applicants who possess these PQs will not automatically be selected. The Following Are The Preferred Qualifications Experience managing transit wayfinding and digital navigation initiatives, leveraging General Transit Feed Specifications (GTFS) or similar standards to improve customer planning and travel experienceExperience utilizing customer-facing applications and platforms to deliver service information, alerts, and real-time customer communicationsExperience analyzing customer feedback and utilizing listening tools, including surveys, complaint management systems, and social media platformsExperience leveraging customer feedback and data into actionable strategies that enhance customer care policies, processes, and service outcomesExperience interpreting customer analytics and insights to inform service delivery and customer experience improvements Essential Knowledge Knowledge of (defined as a learned body of information that is required for and applied in the performance of job tasks) Theories, principles, and practices of project managementApplicable local, state, and federal laws, rules, and regulationsContract administrationApplicable business software applicationsLocal, state, and federal issues, including but not limited to labor, business, and environmental issues Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things) Exercising judgment and creativity in making decisionsInteracting professionally with various levels employees and outside representativesCommunicating effectively orally and in writingAnalyzing situations and identifying problemsPreparing comprehensive reports and correspondence Ability to (defined as a present competence to perform an observable behavior or produce an observable result) Provide assistance in monitoring multiple projects to ensure compliance with schedule and budgetUnderstand, interpret, and apply laws, rules, regulations, policies, procedures, contracts, budgets, and labor/management agreementsRecommend action plans, report on progress, review and comment on contract required documents, and respond to requests from executive managementCompile, analyze, and interpret complex dataNegotiate contract termsDetermine strategies to achieve goalsRead, write, speak, and understand English Special Conditions This job specification is not to be construed as an exhaustive list of duties, responsibilities, or requirementsThe physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this jobMetro provides reasonable accommodation to enable individuals with disabilities to perform the essential functionsThis classification is at-will and the incumbent serves at the pleasure of the hiring authority when classified as an Intermittent, Emergency, Annuitant, or Temporary employee, is assigned to the Office of Inspector General (OIG) or Board Clerk's Office, and/or reporting directly to the LACMTA Board of DirectorsContributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of Metro are carried out Working Conditions Typical office situationClose exposure to computer monitors and video screen Physical Effort Required Sitting at a desk or tableOperate a telephone or other telecommunications device and communicate through the mediumType and use a keyboard and mouse to perform necessary computer-based functionsCommunicating through speech in the English language required (JAL) Metro is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, ancestry, national origin, gender, marital status, sexual orientation, religion, age, veteran status, or disability. Learn more about Metro’s Equal Employment Opportunity Program . Metro does not deny participation in the application process to anyone with prior justice system involvement, in line with Fair Chance hiring practices. Selection Procedure Applicants who best meet job-related qualifications will be invited to participate in the examination process that may consist of any combination of written, performance, or oral appraisal to further evaluate job-related experience, knowledge, skills and abilities. Application Procedure To apply, visit Metro's website at www.metro.net and complete an online Employment Application. Computers are available to complete online Employment Applications at the following Metro locations: METRO Headquarters, Employment Office One Gateway Plaza Los Angeles, CA 90012 Open: Monday through Friday, 8am-4pm (Closed Sat & Sun) Metro Talent Hub 8501 S. Evermont Place Los Angeles, CA 90044 Open: Monday through Friday, 9am-5pm (Closed Sat & Sun) East Los Angeles Customer Center 4501 B Whittier Blvd Los Angeles, CA 90022 Open: Tuesday through Saturday, 10am to 6pm (Closed Sun & Mon) Wilshire/Vermont Customer Center 3183 Wilshire Blvd, Ste 174 Los Angeles, CA 90010 Open: Monday through Friday, 10am-6pm (Closed Sat & Sun) Rosa Parks Customer Center Willowbrook/Rosa Parks Station 11720 Wilmington Ave Los Angeles, CA 90059 Open: Monday through Friday, 6am to 6:30pm (Closed Sat & Sun) Telephone: (213) 922-6217 or persons with hearing or speech impairments can use California Relay Service 711 to contact Metro. All completed online Employment Applications must be received by 5:00 p.m. on the closing date. Late applications will not be considered. Open to the public and all Metro employees This job bulletin is not to be construed as an exhaustive list of duties, responsibilities, or requirements. Employees may be required to perform other related job duties.