Commute Options Program Manager

ABOUT THE POSITION

The Commute Options Program Manager reports to the Transportation Services Manager. This position is responsible for managing all active transportation programs to, from, and across Western, including the bus pass, late-night shuttle, and bicycling programs. The Program Manager promotes Western’s transportation services to students, employees, and visitors through strategic use of communications and marketing. This position is integral in facilitating transportation services in support of Western’s Strategic Plan and Sustainability Action Plan, including planning, and implementing changes, and communicating effectively with all members of the community.

POSITION RESPONSIBILITIES

Commute Options and Transportation Demand

• Manages commuting options and transportation demand on campus. Manages the Active Transportation Fee program. Guides the Active Transportation Fee Committee by developing the agenda, preparing reports, and presenting information. Develops, coordinates, and implements the bus pass program which allows students and employees to use their Western ID card to ride the regional transit networks. Develops interdependent relationships and coordinates efforts with regional public bus agencies to support and optimize students, employees, and visitors use of transit while commuting to and from campus.  Responsible for the supervision and coordination of the student late night shuttle program; ensures vendor is meeting or exceeding their contract and Western’s standards. Collects, compiles, and analyzes ridership data in support of the student late-night shuttle program.  Develops, coordinates, and implements program support for active modes of transportation such as  walking and rolling (bicycles, skateboards, scooters, etc.) to include developing walking and rolling routes to, from and across campus, managing bike racks, the bike locker rental program, and coordinating bicycle education programming across campus.  Coordinates and manages the ride-share options on campus, including public vanpools, carpools, and private ride-share companies. Ensures Western meets state mandated employee commute trip reduction program requirements. Administers annual surveys, collects transportation data, prepares annual reports, and assists in the data collection and report writing of other reports as needed. Establishes and implements the Associated Student Active Transportation Fee program voting.  Collects, compiles, and analyzes transportation data.

Communications and Marketing

• Responsible for planning, developing, coordinating, implementing, monitoring, and measuring communications and marketing all university transportation services to the broader campus community. Drafts, proposes, and implements communications campaigns, which include social and on-line media, print media, and other multi-media. Evaluates the success of campaigns upon completion.  Develops and coordinates events, outreach, and marketing programs with the regional public transit agencies. Creates, develops, and coordinates promotional materials for transportation services.  Advocates for the use of walking, rolling, transit ridership, and other commuting methods as better alternatives to single occupancy vehicle commuting. Collects, compiles, and analyzes commuting data to support transportation services events, outreach, communications, and marketing programs.

Customer Service and Other Duties

• Engages students, employees, visitors, stakeholders, and other partners in customer service excellence and uses lean management tools to keep the voice of the student and multi-modal commuting methods present in staff-driven service improvement processes. Provides service recovery for escalated issues or initial resolution for high-profile individuals.  Represents the program to business partners and other internal/external stakeholders. Works with and supports the front line customer service staff and provides backup to other positions in the unit. Supervises the Active Transportation Coordinator ensuring coordination between the Active Transportation Fee Committee and Transportation Services in meeting all aspects of their duties. Other duties as assigned. 

The State HR classification for this position is Program Manager A.

Required Qualifications

• Bachelor’s degree. Two (2) years of full-time customer service experience with problem solving, and communication of policies and procedures in an office environment. Highly self-driven with the able to work independently and effectively with minimal supervision, while also being a member of a team committed to implementing effective transportation programs. Experience developing and implementing communications and marketing campaigns. Demonstrated ability to develop and implement transportation programs that are equitable and inclusive for individuals from diverse populations. Demonstrated ability to communicate information effectively and efficiently to diverse stakeholders. Experience with research, data collection, recordkeeping, preparing reports, and budget reconciliation. Experience in program and/or curriculum development and delivery. Experience with bicycle safety and education.

Preferred Qualifications

• Bachelor or post graduate degree in Transportation Management, Sustainable Development, Urban Planning, Communications, Marketing, or any related field of study. One (1) year of full-time experience working in active transportation, commute trip reduction, transportation demand management or related field. Experience with managing websites. Bicycle League of America bike educator certification, or similar certification. Experience supervising staff.