$155,771.76 - $248,612.45 Annually
LocationPlantation, FL
Job TypeFull-Time
Job Number1413322
DepartmentTransp Admin Integ Comm. Cntr
Opening Date01/16/2025
Closing DateContinuous
Veterans' Preference NoticeUnder Section 295.07, Florida Statutes, certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements, in employment with Broward County and are encouraged to apply for the positions being filled.
Description Benefits Questions REQUIREMENTS AND PREFERENCES
Broward County is not accepting attachments for this recruitment, including resumes or similar supporting documentation. Please ensure you complete the application in its entirety and include all information you want considered.
Benefits of Broward County Employment
High Deductible Health Plan – Bi-Weekly Premiums:
Single $10.90 – Family $80.79
Includes County Funded Health Savings Account of up to $2,400 Annually
Consumer-Driven Health Plan – Bi-Weekly Premiums:
Single $82.58 – Family $286.79
Florida Retirement System (FRS) – Pension or Investment Plan
457 Deferred Compensation Employee Match
Eleven (11) Paid Holidays Each Year
Vacation (Paid Time Off) = 2 Weeks Per Year
Up to 40 Hours of Job Basis Leave for Eligible Positions
Tuition Reimbursement (Up to 2K Annually)
Paid Parental Leave
JOB ANNOUNCEMENT TO REMAIN OPEN UNTIL A SUFFICIENT NUMBER OF APPLICATIONS HAVE BEEN RECEIVED FROM QUALIFIED APPLICANTS AND MAY CLOSE AT ANY TIME
The Broward County Board of County Commissioners, Transportation Department is seeking highly qualified candidates for its Chief Customer Experience Officer (Assistant Director of Transportation).
Broward County Transit (BCT), the second largest transit system in Florida, is seeking highly qualified applicants for its Chief Customer Experience Officer (CCEO). The CCEO is a key executive of the Broward County Transportation Department whose focus is representing the voice of our transit customers at the policy, strategic, and operational levels. The CCEO leads three high-impact, 24/7 functional areas of BCT: Customer Service, Planning and Scheduling, and the Integrated Command Center, which is the nerve center of BCT for service delivery, emergency response and day-to-day system operations. The CCEO is charged with designing, organizing, and optimizing the customer experience across all customer touch points within these areas including the customer service call center, contact centers, and sales. These areas are collectively responsible for thousands of customer contacts, managing millions of miles of service delivery each year, and the overall health and safe operation of the transit system.
The ideal candidate is an established C-suite executive customer experience professional with strong leadership, communications, and strategic thinking skills with a proven track record in customer experience solutions. Extensive experience in the hospitality, retail, leisure, travel, or other high-touch consumer-facing industries, possession of a collaborative bias, strong emotional intelligence, exceptional decision-making, and an action-oriented nature are also highly desired skills.
General Description
Provides leadership and direction for the administration and operation of a division performing major business activities for the Transportation Department. Responsibilities include executive oversight, operational management, financial performance, strategic planning, employee development, safety promotion, customer advocacy, and coordination of assigned division activities.
Works under limited direct supervision, leading the development and implementation of programs within organizational policies and reports major activities directly to the Department Director through verbal, written, and virtual communications.
Minimum Education and Experience Requirements
Requires a Bachelor's degree from an accredited college or university with major coursework in one of the following areas: consumer behavior, technology, finance, business or public administration, organizational dynamics, safety systems management, engineering, or closely related field.
(One year of relevant experience may be substituted for each year of required education.)
Requires six (6) years progressively responsible experience in administration and management of one of the following areas: public transit, transportation, hospitality, consumer, technology, heavy-infrastructure, logistics or closely related experience.
Special Certifications and LicensesMust obtain and maintain a valid Florida Driver’s License for the duration of assignment
PreferencesMaster’s degree or higher in Public Administration, Hospitality, Consumer Relations, Business or closely related field
Certified Customer Experience Professional Certification
10 years progressive experience in a Customer Service environment
10 years experience in Data Collection and Analytics
10 years experience in Developing Policies and Procedures
DUTIES AND RESPONSIBILITIESThe functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.
Leads a customer-centric culture and ensures that strategies are in place to make certain every customer interaction is positive.
Drives and delivers customer service standards that support overarching business objectives including ridership growth and retention, fiscal accountability, and organizational transparency.
Leverages metrics and best practices to baseline, measure, and improve the customer experience.
Ensures that the voice of the customer is at the forefront of every decision and appropriately represented throughout the organization by fostering an organizational culture of collaboration.
Oversees all back-of-the-house efforts, such as command center operations, planning and scheduling, and other activities in support of a reliable, efficient and high-quality customer travel experience.
Develops annual budgets; financial reports; and manages expenditures, contracts, vendors, and suppliers.
Supervises, trains, and develops staff while creating a work environment that is inclusive, supportive, productive, open, trusting, and mutually respectful.
Establishes an environment where creativity can flourish and where staff feels valued, included, trusted, and supported.
Performs related work as assigned.
WORK ENVIRONMENTPhysical Demands
Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.
Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.
Unavoidable Hazards (Work Environment)Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.
None
SPECIAL INFORMATIONCompetenciesFinancial AcumenInterprets and applies key financial indicators to make better business decisions. Provides rich and rigorous forecasts of the financial implications of ideas and opportunities. Makes well-balanced decisions regarding expenditures that take into account multiple considerations.Manages ComplexityMakes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Offers penetrating questions to help others get to the heart of complex situations and find strong solutions. Uses a range of inputs to fully understand and solve problems.Balances StakeholdersAnticipates and balances the needs of multiple stakeholders. Shares stakeholder feedback while inspiring others to consistently seek input and learn from their internal and external stakeholders. Promotes an environment of high ethical standards and cross-cultural sensitivity in working with all stakeholders.Strategic MindsetSeeing ahead to future possibilities and translating them into breakthrough strategies. Keeps up to date on current and future industry trends and market forces and considers these when making decisions. Clearly identifies and prioritizes efforts and initiatives to have the greatest strategic impact on the organization.Plans and AlignsPlans and prioritizes work to meet commitments aligned with organizational goals. Makes nimble plans accounting for a range of risks and contingencies. Achieves greater cohesion, integration, and alignment between own group and other areas. Both persistent in adversity and nimble in change.Optimizes Work ProcessesKnows the most effective and efficient processes to get things done, with a focus on continuous improvement. Encourages and rewards continuous improvement and quality outcomes. Equips others to handle day-to-day tasks effectively on their own. Integrates systems to improve quality and service.Ensures AccountabilityHolds self and others accountable to meet commitments. Helps team hold each other accountable for goals, adherence to policies and procedures. Tracks team metrics and milestones, redirecting effort, as necessary, for continued progress.Interpersonal SavvyRelates openly and comfortably with diverse groups of people. Takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.Builds Effective TeamsBuilds strong-identity teams that apply their diverse skills and perspectives to achieve common goals. Mentors others on how to build effective teams; takes actions to correct dysfunctional teams. Ensures that the team has the right mix of skills; leverages individual strengths effectively.Drives Vision and PurposePaints a compelling picture of the vision and strategy that motivates others to action. Makes the vision real for others and encourages people to buy in; paints an engaging and illuminating picture of future possibilities for the team. Gives people an understanding of how their efforts and contributions make a positive difference.Situational AdaptabilityAdapts approach and demeanor in real time to match the shifting demands of different situations. Is a powerful role model for adaptability; adeptly shifts approach and helps others do the same. Can be both persistent and flexible, as needed. Helps others adapt swiftly to new situations.County Core Values
All Broward County employees strive to demonstrate the County’s four core behavioral competencies.
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.Customer focus: Building strong customer relationships and delivering customer-centric solutions.Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.Values differences: Recognizing the value that different perspectives and cultures bring to an organization.Americans with Disabilities Act (ADA) ComplianceBroward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at 954-357-6500 or email Profstandards@broward.org to make an accommodation request.
Emergency Management ResponsibilitiesNote: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.
County-wide Employee ResponsibilitiesAll Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County’s Employee Code of Ethics, gift, and conflict of interest policies.
All Broward County employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.
Broward is a dynamic county that offers an exciting, stable career with incredible employee benefits such as 11 annual holidays, accrued annual/vacation and sick leave, FRS retirement, $50,000 of free life insurance, training and development, and participation eligibility in a deferred compensation (457) plan with a match up to $2,600. In addition, Broward County offers 2 health plans, a High Deductible Health Plan (HDHP) with a County-funded Health Savings Account (HSA), and a Consumer Driven Health plan (CDH), Dental insurance, Vision insurance and Section 125 Flexible spending accounts for Medical Expenses and Dependent Care. Part-time 20+ benefit eligible employees receive the benefits described above at a reduced amount. Additional information about Broward County Benefits.
01 What is the highest level of education you have obtained at an accredited college or university with major coursework in consumer behavior, technology, finance, business or public administration, organizational dynamics, safety systems management, engineering, or closely related field? No Degree Associate Degree Bachelor's Degree Master's Degree Doctorate Degree 02 How many years of progressively responsible experience do you possess in public transit, transportation, hospitality, consumer, technology, heavy-infrastructure, logistics, or closely related experience? No Experience Less than 6 years 6 - 7 years 8 - 9 years 10 or more years 03 The Chief Customer Experience Officer (CCEO) position requires that you obtain and maintain a valid Florida Driver's License for the duration of assignment. Do you currently possess, or have the ability to obtain, a valid Florida Driver's License, if selected? Yes No 04 Select all that you possess from the list below. Master’s Degree or higher in Public Administration, Hospitality, Consumer Relations, Business, or closely related field Certified Customer Experience Professional Certification 10 years progressive experience in a Customer Service environment 10 years experience in Data Collection and Analytics 10 years experience in Developing Policies and Procedures 05 Please describe in detail how your experience aligns with the responsibilities of the Chief Customer Experience Officer in the Broward County Transportation Department.Required Question
Agency Broward County Address 115 S. Andrews Ave.Fort Lauderdale, Florida, 33301-4800 Phone (954) 831-4000
Website http://www.broward.org/careers REQUIREMENTS AND PREFERENCES
Broward County is not accepting attachments for this recruitment, including resumes or similar supporting documentation. Please ensure you complete the application in its entirety and include all information you want considered.
Benefits of Broward County Employment
High Deductible Health Plan – Bi-Weekly Premiums:
Single $10.90 – Family $80.79
Includes County Funded Health Savings Account of up to $2,400 Annually
Consumer-Driven Health Plan – Bi-Weekly Premiums:
Single $82.58 – Family $286.79
Florida Retirement System (FRS) – Pension or Investment Plan
457 Deferred Compensation Employee Match
Eleven (11) Paid Holidays Each Year
Vacation (Paid Time Off) = 2 Weeks Per Year
Up to 40 Hours of Job Basis Leave for Eligible Positions
Tuition Reimbursement (Up to 2K Annually)
Paid Parental Leave
JOB ANNOUNCEMENT TO REMAIN OPEN UNTIL A SUFFICIENT NUMBER OF APPLICATIONS HAVE BEEN RECEIVED FROM QUALIFIED APPLICANTS AND MAY CLOSE AT ANY TIME
The Broward County Board of County Commissioners, Transportation Department is seeking highly qualified candidates for its Chief Customer Experience Officer (Assistant Director of Transportation).
Broward County Transit (BCT), the second largest transit system in Florida, is seeking highly qualified applicants for its Chief Customer Experience Officer (CCEO). The CCEO is a key executive of the Broward County Transportation Department whose focus is representing the voice of our transit customers at the policy, strategic, and operational levels. The CCEO leads three high-impact, 24/7 functional areas of BCT: Customer Service, Planning and Scheduling, and the Integrated Command Center, which is the nerve center of BCT for service delivery, emergency response and day-to-day system operations. The CCEO is charged with designing, organizing, and optimizing the customer experience across all customer touch points within these areas including the customer service call center, contact centers, and sales. These areas are collectively responsible for thousands of customer contacts, managing millions of miles of service delivery each year, and the overall health and safe operation of the transit system.
The ideal candidate is an established C-suite executive customer experience professional with strong leadership, communications, and strategic thinking skills with a proven track record in customer experience solutions. Extensive experience in the hospitality, retail, leisure, travel, or other high-touch consumer-facing industries, possession of a collaborative bias, strong emotional intelligence, exceptional decision-making, and an action-oriented nature are also highly desired skills.
General Description
Provides leadership and direction for the administration and operation of a division performing major business activities for the Transportation Department. Responsibilities include executive oversight, operational management, financial performance, strategic planning, employee development, safety promotion, customer advocacy, and coordination of assigned division activities.
Works under limited direct supervision, leading the development and implementation of programs within organizational policies and reports major activities directly to the Department Director through verbal, written, and virtual communications.
Minimum Education and Experience Requirements
Requires a Bachelor's degree from an accredited college or university with major coursework in one of the following areas: consumer behavior, technology, finance, business or public administration, organizational dynamics, safety systems management, engineering, or closely related field.
(One year of relevant experience may be substituted for each year of required education.)
Requires six (6) years progressively responsible experience in administration and management of one of the following areas: public transit, transportation, hospitality, consumer, technology, heavy-infrastructure, logistics or closely related experience.
Special Certifications and LicensesMust obtain and maintain a valid Florida Driver’s License for the duration of assignment
PreferencesMaster’s degree or higher in Public Administration, Hospitality, Consumer Relations, Business or closely related field
Certified Customer Experience Professional Certification
10 years progressive experience in a Customer Service environment
10 years experience in Data Collection and Analytics
10 years experience in Developing Policies and Procedures
DUTIES AND RESPONSIBILITIESThe functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.
Leads a customer-centric culture and ensures that strategies are in place to make certain every customer interaction is positive.
Drives and delivers customer service standards that support overarching business objectives including ridership growth and retention, fiscal accountability, and organizational transparency.
Leverages metrics and best practices to baseline, measure, and improve the customer experience.
Ensures that the voice of the customer is at the forefront of every decision and appropriately represented throughout the organization by fostering an organizational culture of collaboration.
Oversees all back-of-the-house efforts, such as command center operations, planning and scheduling, and other activities in support of a reliable, efficient and high-quality customer travel experience.
Develops annual budgets; financial reports; and manages expenditures, contracts, vendors, and suppliers.
Supervises, trains, and develops staff while creating a work environment that is inclusive, supportive, productive, open, trusting, and mutually respectful.
Establishes an environment where creativity can flourish and where staff feels valued, included, trusted, and supported.
Performs related work as assigned.
WORK ENVIRONMENTPhysical Demands
Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.
Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.
Unavoidable Hazards (Work Environment)Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.
None
SPECIAL INFORMATIONCompetenciesFinancial AcumenInterprets and applies key financial indicators to make better business decisions. Provides rich and rigorous forecasts of the financial implications of ideas and opportunities. Makes well-balanced decisions regarding expenditures that take into account multiple considerations.Manages ComplexityMakes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Offers penetrating questions to help others get to the heart of complex situations and find strong solutions. Uses a range of inputs to fully understand and solve problems.Balances StakeholdersAnticipates and balances the needs of multiple stakeholders. Shares stakeholder feedback while inspiring others to consistently seek input and learn from their internal and external stakeholders. Promotes an environment of high ethical standards and cross-cultural sensitivity in working with all stakeholders.Strategic MindsetSeeing ahead to future possibilities and translating them into breakthrough strategies. Keeps up to date on current and future industry trends and market forces and considers these when making decisions. Clearly identifies and prioritizes efforts and initiatives to have the greatest strategic impact on the organization.Plans and AlignsPlans and prioritizes work to meet commitments aligned with organizational goals. Makes nimble plans accounting for a range of risks and contingencies. Achieves greater cohesion, integration, and alignment between own group and other areas. Both persistent in adversity and nimble in change.Optimizes Work ProcessesKnows the most effective and efficient processes to get things done, with a focus on continuous improvement. Encourages and rewards continuous improvement and quality outcomes. Equips others to handle day-to-day tasks effectively on their own. Integrates systems to improve quality and service.Ensures AccountabilityHolds self and others accountable to meet commitments. Helps team hold each other accountable for goals, adherence to policies and procedures. Tracks team metrics and milestones, redirecting effort, as necessary, for continued progress.Interpersonal SavvyRelates openly and comfortably with diverse groups of people. Takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.Builds Effective TeamsBuilds strong-identity teams that apply their diverse skills and perspectives to achieve common goals. Mentors others on how to build effective teams; takes actions to correct dysfunctional teams. Ensures that the team has the right mix of skills; leverages individual strengths effectively.Drives Vision and PurposePaints a compelling picture of the vision and strategy that motivates others to action. Makes the vision real for others and encourages people to buy in; paints an engaging and illuminating picture of future possibilities for the team. Gives people an understanding of how their efforts and contributions make a positive difference.Situational AdaptabilityAdapts approach and demeanor in real time to match the shifting demands of different situations. Is a powerful role model for adaptability; adeptly shifts approach and helps others do the same. Can be both persistent and flexible, as needed. Helps others adapt swiftly to new situations.County Core Values
All Broward County employees strive to demonstrate the County’s four core behavioral competencies.
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.Customer focus: Building strong customer relationships and delivering customer-centric solutions.Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.Values differences: Recognizing the value that different perspectives and cultures bring to an organization.Americans with Disabilities Act (ADA) ComplianceBroward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at 954-357-6500 or email Profstandards@broward.org to make an accommodation request.
Emergency Management ResponsibilitiesNote: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.
County-wide Employee ResponsibilitiesAll Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County’s Employee Code of Ethics, gift, and conflict of interest policies.
All Broward County employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.
Broward is a dynamic county that offers an exciting, stable career with incredible employee benefits such as 11 annual holidays, accrued annual/vacation and sick leave, FRS retirement, $50,000 of free life insurance, training and development, and participation eligibility in a deferred compensation (457) plan with a match up to $2,600. In addition, Broward County offers 2 health plans, a High Deductible Health Plan (HDHP) with a County-funded Health Savings Account (HSA), and a Consumer Driven Health plan (CDH), Dental insurance, Vision insurance and Section 125 Flexible spending accounts for Medical Expenses and Dependent Care. Part-time 20+ benefit eligible employees receive the benefits described above at a reduced amount. Additional information about Broward County Benefits.
01 What is the highest level of education you have obtained at an accredited college or university with major coursework in consumer behavior, technology, finance, business or public administration, organizational dynamics, safety systems management, engineering, or closely related field? No Degree Associate Degree Bachelor's Degree Master's Degree Doctorate Degree 02 How many years of progressively responsible experience do you possess in public transit, transportation, hospitality, consumer, technology, heavy-infrastructure, logistics, or closely related experience? No Experience Less than 6 years 6 - 7 years 8 - 9 years 10 or more years 03 The Chief Customer Experience Officer (CCEO) position requires that you obtain and maintain a valid Florida Driver's License for the duration of assignment. Do you currently possess, or have the ability to obtain, a valid Florida Driver's License, if selected? Yes No 04 Select all that you possess from the list below. Master’s Degree or higher in Public Administration, Hospitality, Consumer Relations, Business, or closely related field Certified Customer Experience Professional Certification 10 years progressive experience in a Customer Service environment 10 years experience in Data Collection and Analytics 10 years experience in Developing Policies and Procedures 05 Please describe in detail how your experience aligns with the responsibilities of the Chief Customer Experience Officer in the Broward County Transportation Department.Required Question
Agency Broward County Address 115 S. Andrews Ave.Fort Lauderdale, Florida, 33301-4800 Phone (954) 831-4000
Website http://www.broward.org/careers