STATE OF CONNECTICUT EXECUTIVE BRANCH JOBS

Customer Experience (CX) Unit Supervisor

Transportation Supervising Planner (40 Hour)

Recruitment #231019-8884FE-001

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Introduction



The State of Connecticut Department of Transportation (DOT) is recruiting for a Customer Experience (CX) Unit Supervisor (Transportation Supervising Planner) position in the Bureau of Public Transportation in Newington.

WHAT WE CAN OFFER YOU
  • Work for a Forbes top company - ‘Forbes’: State of Connecticut Ranked One of the Best Employers of 2023 - State of CT Receives National Recognition for Offering Job Growth, Competitive Benefits, and Flexible Schedule
  • A competitive starting salary
  • A Platinum Healthcare Plan, the nation’s best for state employees and dependents, according to a report by Georgetown’s Center on Health Insurance Reform an article by Ellen Andrews, Ph.D., along with comprehensive benefit offerings
  • Generous paid time off
  • Retirement plan options
  • Alternate work schedules
  • A culture that encourages work-life balance
  • State of Connecticut is an eligible Public Service Loan Forgiveness employer, meaning you may be eligible to have qualifying student loans forgiven after 10 years of service. Click here for more information.
  • Join an award winning agency! CT DOT has been recently awarded the Employer of the Year award by the Connecticut Society of Civil Engineers (CSCE)!


THE ROLE

This position is responsible for managing the Customer Experience (CX) unit within the Bureau of Public Transportation. The Customer Experience (CX) Unit is charged with linking customer insights and feedback with public transportation services and solutions—from improving fare systems and facilities to communications and mobile app technologies—to promote positive customer experiences. The selected candidate will work closely with CTDOT’s service providers and internal staff to implement and update the Customer Experience (CX) Action Plan, continue to solicit customer feedback, lead the creation of a statewide integrated fare system, and support customer experience outreach programs.

This position reports directly to a Transit Manager in the Bureau of Public Transportation.

DISCOVER THE OPPORTUNITY TO

  • Oversee the Customer Experience (CX) Unit and implementation of the CX Action Plan
  • Manage public transportation customer experience programs such as fare programs and real-time arrival information as transit hubs
  • Oversee programs and projects such as onboard Wi-Fi services, mobile apps, food & beverage services, and other passenger amenities
  • Facilitate bus and rail service and fare changes including Service and Fare Equity Analysis completion and public outreach
  • Manage complex projects to integrate bus, rail and ferry fare technology
  • Support bus and rail teams on customer experience related projects
  • Represent the unit on Department-wide multimodal projects
POSITION HIGHLIGHTS

  • Monday-Friday
  • Full-time (40 hours per week)
  • First shift
  • Location:  Newington, CT
  • Supervisors can expect to spend roughly half of their working hours, if not more, in the office in order to execute upon their job functions and supervise their team. Time in the office may fluctuate based on circumstances and the team being supervised. The ability to apply for telework continues to be available and the agency continues to provide reasonable accommodations for those who need them.
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Selection Plan

To Apply:

  • In order to be considered for this job opening, you must meet the Minimum Qualifications as listed on this job opening. You must specify your qualifications on your application.
  • The minimum experience and training requirements must be met by the close date on the job opening, unless otherwise specified.
  • Ensure that your application is complete and detailed before submitting it. In order to comply with Public Act 21-69, the State of Connecticut is no longer asking for resumes during the initial application process. You will not be able to make revisions once your application is submitted into the JobAps system.
  • Please select all location(s) and shift(s) you are willing to work on your application. Failure to do so may result in not being considered for vacancies in that specific location or shift.
  • In order to receive educational credits toward qualification for this job posting, the institution must be accredited. If the institution of higher learning is located outside of the U.S., you are responsible for providing documentation from a recognized USA accrediting service which specializes in determining foreign education equivalencies to the recruiter listed on this job posting.
  • All application materials must be received by the recruiting agency by the time specified on the job opening for the position for which you are applying. Late applications may not be submitted and will not be considered. Exceptions are rare and limited to documented events that incapacitate a candidate during the entire duration of the job posting time period. It is the candidate’s obligation and responsibility to request an exception and provide a legally recognized justification to accommodate such exception. Requests should be made to DAS.SHRM@ct.gov.
FOR ASSISTANCE IN APPLYING:

Important Information After You Apply:

  • This posting may require completion of additional referral questions (RQs). You can access these RQs via an email that will be sent to you after the posting's closing date or by visiting your JobAps Personal Status Board (Certification Questionnaires section). Your responses to these RQs must be submitted by the questionnaire's expiration date. Please regularly check your email and JobAps Personal Status Board for notifications. Please check your SPAM and/or Junk folders on a daily basis in the event an email provider places auto-notification emails in a user's spam.
  • Although applicants will receive correspondence via email, as a backup they are also encouraged to sign on to their Personal Status Board on a daily basis to monitor their status, view all emailed notices and complete tasks required in the recruitment process.
  • Note: At any point during the recruitment process, applicants may be required to submit additional documentation which support their qualification(s) for this position. These documents may include: a cover letter, resume, performance reviews, attendance records, supervisory references, licensure, etc., at the discretion of the hiring agency.
  • Interviews will be limited to candidates whose experience and training most closely meet the requirements of the position.
  • The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class.
  • Candidates who are offered and accept a position with the State of Connecticut are bound by the State Code of Ethics for Public Officials and State Employees which is available at www.ct.gov/ethics.
Connect With Us:

Due to the large volume of applications received, we are unable to provide confirmation of receipt or status during the recruitment process. Updates will be available through your JobAps portal account. Should you have any questions pertaining to this recruitment, please contact Frank DeCusati at frank.decusati@ct.gov or 860-713-5176.

PURPOSE OF JOB CLASS (NATURE OF WORK)

In the Department of Transportation this class is accountable for supervising an operating unit engaged in transportation planning studies, programs and related activities.

EXAMPLES OF DUTIES

Schedules, assigns, oversees and reviews work of staff; provides staff training and assistance; conducts performance evaluations; determines priorities and plans unit work; establishes and maintains unit procedures; develops or makes recommendations on development of policies and standards; acts as liaison with other operating units, agencies and outside officials regarding unit policies and procedures; oversees development of integrated and comprehensive unimodal or multi-modal transportation plans, programs and activities for movement of goods or people; oversees preparation of reports, studies, surveys and other related activities; develops findings and conclusions; makes recommendations based on completed analyses; provides final review for accuracy and conformance with standards and requirements; provides direction in interpretation and coordination of transportation plans, programs and activities to local, regional, state and federal agencies; makes preparations and presentations for legislative and public hearings as required; performs related duties as required.

KNOWLEDGE, SKILL AND ABILITY

Considerable knowledge of relevant agency policies and procedures; considerable knowledge of relevant state and federal laws, statutes and regulations; considerable knowledge of multi-modal transportation theories, practices and methodologies; considerable knowledge of social, economic and environmental considerations involved in transportation planning; considerable interpersonal skills; considerable oral and written communication skills; considerable ability to plan, organize and execute projects and studies; considerable ability to develop and use computer software including planning models and other programs related to planning process; considerable ability to comprehend and interpret laws and regulations; supervisory ability.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Eight (8) years of professional experience in transportation civil engineering or transportation, urban, regional or environmental planning.

MINIMUM QUALIFICATIONS - SPECIAL EXPERIENCE

One (1) year of the General Experience must have been in a lead capacity.
Note: For State Employees this is interpreted at the level of Transportation Planner 2.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

1. College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equaling one-half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree.
2. A Master's degree in civil engineering, transportation, urban, regional or environmental planning may be substituted for one (1) additional year of the General Experience.

PREFERRED QUALIFICATIONS

  • Experience mentoring staff
  • Experience working with consultants including developing scopes of work, budget analysis and invoicing
  • Experience developing relationships with stakeholders
  • Experience with public transportation customer facing technology
  • Experience leading federally funded projects or programs

SPECIAL REQUIREMENTS

1. Incumbents in this class may be required to possess and retain a valid Motor Vehicle Operator’s license.
2. Incumbents in this class may be required to travel.

Conclusion

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.





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