Program Manager, Marketing and Outreach

REPORTING RELATIONSHIP

Program Director, Communications

STATUS

Full time, Exempt

Commute Seattle is a 501c(3) nonprofit Transportation Management Association founded in 2004 with a mission to make it easy for everyone across Puget Sound to walk, ride, or roll to Seattle’s opportunities. We are supported by local governments and transit agencies and are part of a larger organization consisting of the Downtown Seattle Association and Metropolitan Improvement District. Commute Seattle partners with employers and institutions to implement sustainable transportation options and trip reduction strategies that positively change commute behavior, improve quality of life, and support economic and environmental goals. The Program Manager is a vital part of a team supporting a nationally recognized Transportation Demand Management (TDM) program in a city with cutting edge multi-modal transportation and new mobility programs.

POSITION DESCRIPTION

The Program Manager is responsible for planning and implementing transportation programs, services, and outreach strategies aimed at supporting small and mid-size businesses, their employees, and individuals in need of transit or multi-modal services and programs. This position’s core responsibilities are to provide marketing, customer support, and program evaluation of the ORCA Business Programs. This work is done as part of a team under a service agreement with King County Metro. The Program Manager will work closely with program staff at the agency to ensure delivery of the contract and identify opportunities for program improvements.

Alongside leading our ORCA Business Programs outreach and delivery, the Program Manager uses excellent customer service, program evaluation, and community engagement to identify and propose new program opportunities to lower barriers to accessing transit and multi-modal benefits.

RESPONSIBILITIES

Contract Management, Tracking, and Reporting (30%)

• Manage one Specialist and lead in designing, implementing, and measuring the ORCA Business Programs.
• Perform necessary administration and client relationship management functions such as data entry, recordkeeping, report analysis, and protocol development.
• Monitor, measure, and compile quarterly and annual reports on key contract deliverables.
• Comprehend, analyze, evaluate, and communicate technical information in writing and/or orally to a broad range of audiences.
• Lead contract negotiations with funding partners on an annual basis, adjusting contract scope and budget request based on learnings from the prior year.
• Work collaboratively and directly with partner organizations and funders including King County Metro and the City of Seattle. Represent current partner products, services, promotions, and policies accurately and professionally.

Customer Service and Relationship Stewardship (30%)

• Ensure that all customer inquiries are met with prompt, empathic and comprehensive responses from Commute Seattle staff.
• Help small-mid size businesses (5-500 employees) navigate their transportation benefits options through tailored one-on-one support.
• Lead monthly meetings between Commute Seattle staff and King County Metro’s Business Programs Team.
• Regularly attend meetings and cultivate relationships with community and business association groups, small business chambers, and industry-specific business groups. Present program information at meetings.
• Implement community engagement practices such as customer surveys and focus groups with the goal of understanding and meeting community needs for transportation benefits programs.

Program Development, Marketing, and Outreach (30%)

• Develop mission-driven outreach strategies to connect priority audiences (i.e. small businesses, employers who are likely to employ BIPOC workers, low-income residents) to ORCA and other transportation programs.
• Working in cooperation with the Communications Director, develop, budget, and steward annual and quarterly marketing campaigns that promote the ORCA Business programs.
• Complete simple postcard, flyer, poster, and other design projects throughout the year, using Commute Seattle’s templates, branding guidelines, and stock photography. Track expenses, approve invoices, and work directly with vendors and advertising contacts.
• Using quantitative and qualitative data from businesses and individuals, pitch program pilots to agency partners to advance equity and access to transportation benefits

Organizational Development, Administration, Professional Development, Team, and Culture (10%)

• Serve as part of the management team and support stewarding the organization’s mission, vision and values.
• Attend trainings, conferences, and other professional development and networking opportunities.
• Help to plan and attend weekly staff meetings, regular cross-team collaborative meetings, stand-up, and all hands meetings.
• Participate in team-and culture-building events.
• Other duties as assigned.

MINIMUM QUALIFICATIONS

• A minimum of 3+ year of related employment which may include client management, account management, transportation demand management, commute trip reduction, consultative sales, marketing, transportation planning or another related field
• Leadership or management experience that inspires and motivates others to take action and meet goals. Ability to delegate skillfully, give and receive feedback, and hold team and self accountable while acknowledging growth edges.
• Strong customer service orientation and ability to work independently and as part of a team on sensitive issues with a diverse group of individuals including agency partners and business customers
• Experience with budgeting and program evaluation/management (higher education or on the job experience)
• The candidate must be detail-oriented, have extremely strong organizational skills to manage a high-volume of customer service relations and database management, while also demonstrating the ability to meet deadlines and manage complex projects with internal and external stakeholders
• Competency with MS Outlook products, Google Suite, Zoom or another video conference platform
• Ability to comprehend, analyze, evaluate, and communicate data in writing and/or to a broad range of audiences

DESIRABLE QUALIFICATIONS

• Passion for multi-modal transportation, sustainability, and/or affordability
• Ability to develop and present persuasive information to groups, public speaking experience
• Ability to work under pressure, prioritize work assignments and consistently meet deadlines

CHARACTERISTICS

Reflect the Downtown Seattle Association’s core values of Collaboration, Perseverance, Innovation, Excellence, and Integrity

• Demonstrates empathy and active listening when working with customers, coworkers, and funders; responsive communication and desires resolve issues completely and promptly.
• Commitment to equity and social justice with an understanding of the role that racism, ableism, sexism, and other forms of bias and oppression play in perpetuating inequity.
• Humility, sense of humor, comfort with ambiguity, and servant leadership.
• Ability to weave and work within intersecting areas of focus including sustainable transportation, improved quality of life, and a thriving and mobile city.
• Willingness and comfort to engage with evolving and shifting portfolio of job duties.

COMPENSATION

We are committed to internal and market equity. The hourly range for this position is $70,434 - $103,480. Salary is determined based on internal and market equity, internal and market data/salary ranges, and the applicant’s job-related knowledge, skills, and experience.

PHYSICAL REQUIREMENTS & ACCESSIBILITY

• Ability to work comfortably at a workstation, with options for ergonomic accommodations such as adjustable chairs, standing desks, or other equipment.
• Proficiency in using computer input devices such as keyboards and mice, or alternative input methods.
• Capability to access and interpret information from computer screens.
• Excellent written communication skills for composing emails, reports, and other documents.
• Strong verbal communication skills for interacting with colleagues and clients in person, over the phone, and via video conference.
• Work in person, in a downtown Seattle office environment with moderate noise levels and occasional interruptions multiple days a week, with quiet workspaces or noise canceling headphones provided.

Commute Seattle is committed to providing reasonable accommodations to qualified individuals with disabilities and those who may require assistance due to medical conditions or limitations. If you are a qualified candidate with a disability or medical condition that may require accommodation during the application process or while performing the essential functions of the job, please inform us of your needs.