MANAGER, COMMUNICATIONS (CUSTOMER SERVICE INFORMATION)

Manages and oversees the planning and execution of communications, public relations, and marketing campaigns on Metro social media channels and across all paid media. The Manager is to lead and supervise the growing team responsible for issuing bus and rail service alerts and addressing customer inquiries online. This position is based at Metro's Rail Operations Center in Willowbrook and will require flexibility, including early morning, late evening, and weekend hours. Responsibilities

Plans, prepares and oversees the execution of Metro advertising campaigns, including social media, digital, out of home (OOH), print, and broadcast. Plans and executes annual department and ad hoc project-level strategic plans and campaigns. Plans, prepares, and oversees the design, typesetting, and printing of publications. Plans, prepares, and oversees the conceptual design, production, and distribution of video programs. Manages, reviews, and edits content on Metro social media platforms. Oversees special event production and execution. Manages VIP (Very Important Person) tour program of the agency and construction projects. Develops and manages relationships with print, electronic, and digital media providers/vendors. Coordinates with social media content producers and community managers across the agency to implement best practices and train staff. Writes, edits, and proofreads copy for all public information materials and video productions. Oversees commercial filming program and manages vendor. Plans and acquires photography and graphics for publications, and footage and other video-related elements for use in video productions. Develops and monitors budgets and costs. Collaborates with staff in other units of the communications department and outside departments. Analyzes production contracts and vendors' performance and identifies solutions to minimize production and printing costs. Prepares reports and recommendations on communications and promotional goals and activities. Conducts surveys and research on publications; prepares reports and recommendations. Prospects and generates new sales leads. Supervises, trains, mentors, and motivates assigned staff. Communicates and implements safety rules, policies, and procedures in support of the agency's safety vision and goals; and maintains accountability for the safety performance of all assigned employees. Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of Metro are carried out. May be required to perform other related job duties. Minimum Requirements

A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position. Additional experience, as outlined below, may be substituted for required education on a year-for-year basis. A typical combination includes: Education

Bachelor's Degree in Communications, Marketing, Journalism, or a related field; Master's Degree in a related field preferred. Experience

Six years of relevant experience or three years of relevant supervisory-level experience performing work in marketing, advertising, or other communications programs; some positions in this class may require specialized experience in area of assignment. Certifications/Licenses/Special Requirements

A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions. Preferred Qualifications

Preferred Qualifications (PQs) are used to identify relevant knowledge, skills, and abilities (KSAs) as determined by business necessity. These criteria are considered preferred qualifications and are

not

intended to serve as minimum requirements for the position. PQs will help support selection decisions throughout the recruitment. In addition, applicants who possess these PQs will not automatically be selected. Experience managing social media customer service information for a transportation or government agency. Experience utilizing social media management tools to schedule posts, engage with customers, generate reports, and analyze customer sentiment and emerging trends. Experience managing a team in the areas of social media and/or customer service. Experience interacting with customer inquiries and complaints. Knowledge of

Theories, principles, and practices of communications and public relations. Mass communication techniques and promotional program management. Digital marketing strategy and channels, content marketing, and social media. Electronic media materials and processes, including advertising, copywriting, scriptwriting, production techniques, distribution, and placement. Advertising and promotional tactics. Special event production. Video and print production processes and formats. Print media materials and processes, including photographic, video, and graphic media. Media planning and buying. Finance and budget analysis. Data research techniques. Maintaining compliance with applicable laws and regulations, including California Environmental Quality Act (CEQA), The National Environmental Policy Act (NEPA), Americans with Disabilities Act (ADA), and Title VI of the Civil Rights Act. Editing techniques; proofreading symbols and terminology. English composition, grammar, and punctuation. Modern management theory. Skill in

Planning strategic campaigns/programs for multiple focus areas. Leading strategy, planning, and development of media campaigns. Defining channels for use in campaigns, and where the approach is paid, earned, or owned. Critical thinking. Understanding the dynamics of today's media landscape and its impact on Metro's business and customers. Reviewing, understanding and reporting data using analytics. Performing data and statistical analysis. Navigating Metro billing system. Analyzing situations, identifying problems, recommending solutions, and evaluating outcome. Exercising sound judgment and creativity in making decisions. Communicating effectively orally and in writing. Interacting professionally with various levels of Metro employees, outside representatives, and public officials. Mediating and negotiating. Ability to

Distinguish best practices and approaches to various social media platforms. Prioritize competing tasks. Think and act independently. Work independently and lead a team. Make financial decisions within a budget; resolve budget discrepancies and reconcile invoices. Synthesize complex information. Apply and evaluate publication strategies. Understand, interpret, and apply laws, rules, regulations, policies, procedures, budgets, contracts, and labor/management agreements. Represent Metro before the public and governmental entities. Prepare comprehensive reports and correspondence. Travel to offsite locations. Supervise, train, and motivate assigned staff. Read, write, speak, and understand English. Special Conditions

The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job. Metro provides reasonable accommodation to enable individuals with disabilities to perform the essential functions. Working Conditions

Typical office situation. Close exposure to computer monitors and video screen. Physical Effort Required

Sitting at a desk or table. Operate a telephone or other telecommunications device and communicate through the medium. Type and use a keyboard and mouse to perform necessary computer-based functions. Communicating through speech in the English language required.

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