Job & Business Opportunities

Job Summary

This classification is responsible for developing a comprehensive marketing, public information and customer service program at the District with a consistent theme and a strong market research component; strengthening the District’s image in the community; and helping to develop and institutionalize a “customer first” focus throughout the District. The Assistant General Manager of Marketing and Communications provides direction and management over the Marketing, Customer Services and Public Information functions as well as other assigned areas of responsibility.

Supervision

Supervision Received: N/A

Supervision Exercised: N/A

Distinguishing Characteristics

N/A

Essential Functions

Under executive direction of the General Manager/CEO, plans, organizes, directs and coordinates the District’s marketing, customer services and public information functions. The Assistant General Manager of Marketing and Communications represents the General Manager in a variety of capacities as assigned and serves as a member of various teams and committees. Formulates polices, procedures, and practices for the assigned functional areas within the Division and makes recommendations to the General Manager. Responsible for focusing on the strategic positioning of the District’s image and brand; leading efforts to increase the public and community support for public transportation and working to meet the growing demand and diversity of regional mobility needs. Other responsibilities include media relations, and serving as the chief public spokesperson.

When assigned the marketing function, plans, organizes, directs and coordinates the full range of activities related to the development and implementation of a comprehensive marketing program for the District including conducting market research in conjunction with the Planning Division, developing brochures promoting the District, developing ridership advertising and developing marketing campaigns. This position is responsible for promoting special events at such venues as trade shows and expositions; directing all focus group meetings and coordinates with Public Information and Customer Services; and developing all fare products and collateral materials, including graphics and printing.

When assigned the public information functional area, plans, organizes, directs and coordinates all media relations including developing fact sheets, writing and issuing press releases, and coordinating press conferences. Also oversees speech writing activities and the development of presentations and works with the General Manager in responding to requests from elected officials. Manages the publishing of in-house and external newsletters and the content, layout and functionality of the external web site.

When assigned the customer services function, plans, organizes, directs and coordinates the activities of the Call Center, complaints and commendations, photo ID, customer service centers, reception and front desk, courier, postage, and other assigned functions. Related duties are to be performed as assigned.

Job Demands

Work is primarily performed in an indoor setting for eight hours per day. Physical effort is needed to lift and carry office materials and displays. Mobility is needed to attend various meetings. Basic communication skills such as talking, seeing, and hearing are needed for frequent telephone usage and oral presentations. Patience and persuasiveness are needed when interacting with others. Must have the ability to work in a fast-paced environment and meet deadlines. Must have excellent verbal aptitude and public speaking ability. Necessary aptitudes include understanding instructions, numerical ability, form and
clerical perception, precision problem solving, initiative, analytical ability, memory, concentration, and judgment. May be required to travel and work beyond normal work hours.

Knowledge and Abilities

Knowledge of: District policies, procedures and functions, and the laws, ordinances, rules, regulations and codes applicable to the functional areas assigned. Principles of management, supervision and training are also required. Budget development and administration are required as are interviewing and negotiation techniques.

Ability to: Plan, organize, direct, coordinate and supervise work and staff engaged in the assigned functional areas is required, and serve as an advisor to the General Manager/CEO. The Assistant General Manager of Marketing and Communications must be able to gather, assemble, analyze and evaluate customer and public information and make strategic analyses and projections. Other requirements include the ability to analyze and resolve a variety of complex administrative issues, communicate effectively, both orally and in writing and establish and maintain cooperative working relationships.

Minimum Qualifications — Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education: A bachelor’s degree from an accredited college or university in marketing, public relations or a related field. Six years of additional qualifying experience may substitute for the required education.

Experience: Ten years of progressively responsible management experience in public sector marketing, public relations or community outreach; prior transit industry experience preferred.

Special Requirements: Excellent writing and speaking skills.