Supervisor of Fare Media Sales

Summary

Job Duties

Applying equity and social justice principles is a daily responsibility and foundational expectation for all King County employees. In this role, you will apply ESJ principles that exemplify shared values, behaviors, and practices to all aspects of the work.

As the Supervisor of Fare Media Sales, you will:

• Develop and implement short- and long-term strategies to improve Metro’s fare media sales programs, ensuring they meet public needs and deliver high-quality service.
• Oversee the resolution of customer concerns and manage Metro’s responsibilities related to fare media programs.
• Design, implement, and maintain an effective training program focused on service quality and customer relations for fare media representatives and customer service staff.
• Set goals, objectives, and performance standards for the workgroup, ensuring efficient resource use to reduce costs while maintaining high service quality.
• Create and use evaluation tools to assess the effectiveness of pass sales and related service programs. Support the section manager in establishing goals and objectives.
• Collaborate with the Reduced Fare program manager to support Metro’s reduced fare initiatives properly.
• Represent the workgroup in continuously developing the ORCA smart card system and participate in the design and implementation process of new features.
• Lead the development of an employee engagement plan for the workgroup in coordination with the section manager.
• Hire, train, mentor, and evaluate staff performance to ensure an engaged, productive, and motivated team.
• Participate in labor negotiations, hearings, and meetings related to collective bargaining agreements.
• Manage negotiating and administrating contracts with external partners (corporate and governmental), including communications and monitoring agreements.
• Develop and manage the workgroup’s annual budget, track expenditures, and submit progress reports. Make strategic budget decisions.
• Provide presentations and briefings to elected officials, Council members, and the public to secure funding and approval for critical projects.
• Develop, interpret, and recommend operational and administrative policies, revising them to improve efficiency.
• Provide technical support and input on special projects for the section manager.
• Participate in various committees and task forces related to fare media and customer service programs.
• Ensure equitable opportunities are provided to employees to assist with growth and professional development.
• Demonstrate a commitment to equity and sustainability. Promote an equitable, diverse, and inclusive work environment and support diversity and inclusion goals.
• Develop collaborative partnerships with key stakeholders internally and externally throughout King County, including but not limited to businesses, community groups, mobility partners, and providers.

Experience, Qualifications, Knowledge, Skills

• At least three (3) years of progressively responsible experience, including one year in a supervisory or leadership role.
  
• Proven ability to lead and supervise a diverse team, including skills in listening, decision-making, managing performance, and evaluating work systems and strategies.
  
• Strong strategic thinking, problem-solving, mediation, consensus-building, and negotiation skills.
  
• Ability to build and maintain effective relationships with internal and external stakeholders.
  
• Sound judgment and decision-making capabilities, using qualitative and quantitative analysis to inform decisions.
  
• Demonstrated creative problem-solving skills with a proactive, “can-do” attitude.
  
• Experience in policy analysis, program evaluation, and program development.
  
• Effective verbal, written, and interpersonal communication skills.
  
• Knowledge of supervisory techniques, project management principles, and budgeting.
  
• Familiarity with collective bargaining agreements, grievance processes, and arbitration.
  
• Proficiency with Microsoft Office Suite and other relevant software.
  
• Demonstrated ability to work effectively in a team environment.
  
• Expertise in organizing, analyzing, and presenting data, including information from automated systems.
  
• Ability to represent the workgroup regionally and manage complex, multi-pronged projects.
  
• Experience overseeing financial controls for multi-component sales systems with accountability for audit compliance.

Supplemental Information

Who May Apply
This recruitment is open to all King County employees and the general public.

How to Apply
If you are interested in pursuing this position, please follow the application instructions carefully.

Required Forms and Application Materials:

• 
  An online King County application, updated with accurate contact information and all relevant work history going back 10 years (or more, if necessary), with all duties, dates of employment, and reasons for leaving explained clearly in the work experience section of the application.
• Complete all supplemental questions.
• Cover Letter that tells us how your skills, knowledge, and experience will set you up for success in this role.

Forbes named King County as one of Washington State's best employers.

Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.

Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.

To Apply

If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.