Under the general direction of the Chief Executive Officer (CEO), the Deputy CEO, Chief Service Delivery Officer (DCEO), serves as an executive leader and key strategic partner to the CEO and CEO direct reports by leading the Service Delivery department. This role sets and executes the service delivery strategy for the Agency as a whole, ensuring that service operations, asset management, and passenger experience programs are implemented across the Agency. The DCEO oversees all Service Delivery divisions, which include Service Operations, Asset Management, and Passenger Experience. The individual in this role also serves as a member of the Agency’s Executive Cabinet, supporting the CEO and collaborating with the other DCEOs and Chief Officers to achieve the Agency’s mission and vision in alignment with its values.
ESSENTIAL FUNCTIONS:
The following duties are a representative summary of the primary duties and responsibilities. The selected candidate may not be required to perform all duties listed and may be required to perform additional, position-specific duties.
Provides vision and leadership for developing and implementing the Agency’s service delivery strategies in alignment with the Agency’s overall mission and goals.
Leads the Agency in ensuring effective alignment of resources to the Agency’s mission and goals and assists with plan execution across the Agency in the areas of service operations, asset management and maintenance, and passenger experience.
Serves as a member of the Agency Cabinet and collaborates and meets on a regular basis with Agency DCEOs.
Represents the Agency on service operations, asset management and maintenance, and passenger experience matters to external stakeholders, including but not limited to the Board of Directors, King County Metro, Amtrack, and the general public.
Directs and manages all activities of the Service Delivery Department, composed of Service Operations, Asset Management, and Passenger Experience; works closely with division heads to accomplish department goals.
Leads and conducts detailed reviews of service delivery enhancements and daily rider operations planning; advises the CEO on contentious issues and assists in the preparation and presentation to the Board of Directors; identifies opportunities for improvement and efficiencies in the department business practices; maintains awareness of new transit trends and developments; and ensures each department maintains compliance with all current and applicable state and federal laws and agency policies.
Acts on the behalf of the CEO in reviewing and approving/signing purchasing requisitions, personnel actions, contracts, inter-local agreements for operations and maintenance, claim settlements on operations and maintenance contracts, and other matters requiring the approval of the CEO.
Develops, administers, maintains, and oversees Agency operations, planning, as well as the management and maintenance of Agency assets; cultivates and maintains a culture of excellence in external customer service and passenger experience.
Makes decisions and plans that have significant long-term (24-48 months) impact to the Service Delivery Department and has predominant authority to make decisions on behalf of the Department.
Ensures effective operational performance of all four business lines (Link, ST Express, BRT, and Commuter Rail) and is responsible for addressing to system reliability needs by working together with other departments.
Establishes innovative strategies by which the Agency acquires, manages, and preserves the financial, capital, human resources, and other assets to accomplish the business strategy to achieve the Agency’s mission.
Makes decisions/judgments on problems and opportunities are strategic, often unprecedented, and impact broad segments of the organization.
Is accountable for the Service Delivery Department performance against the long- and short-term operating targets.
Oversees all personnel actions at the Department level.
Is accountable for Department-wide workforce and staffing plans to ensure availability of human capital necessary to meet department and enterprise strategic goals.
Is accountable for Department-wide leadership succession planning and talent pipeline development.
Supports the CEO in making strategic long-term service delivery decisions for the Agency and in developing overall Agency-wide strategy.
Builds strong peer-level cross-organization networks and productive partnerships outside of the Agency.
Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the Agency.
Contributes to a culture of diversity, equity, and inclusion in alignment with Sound Transit’s Equity & Inclusion Policy.
It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
It is the responsibility of all employees to integrate sustainability into everyday business practices.
Other duties as assigned.
MINIMUM QUALIFICATIONS:
Education and Experience: Bachelor’s degree with a specialization in Engineering, Business Administration, Public Administration, Facilities Management or a related field; Twelve years of experience in direct oversight of light rail/heavy commuter rail operations, public administration, public transit scheduling, implementing asset management principles, professional engineering work, planning, operations, and/or customer experience; Or an equivalent combination of education and experience. Ten years of leadership experience in progressively senior roles, in addition to executive-level experience at a reputable private or public sector organization with diverse staff, supervisory, budgetary, and management responsibility over multiple departments and functional areas. Previous experience within the transit industry is preferred but not required.
Required Knowledge and Skills:
Experience in the management of operations, services, and activities of a service delivery department, which may include service operations, measuring and tracking KPIs, planning, asset management, maintenance, State of Good Repair (SGR) and capital renewal plans, passenger experience and other functional areas.
Deep expertise in operations, asset management, and maintenance of transit systems and/or passenger experience for a large private sector or public sector organization.
Experience in driving service operations, asset management, and passenger experience strategy to ensure efficient business processes and outcomes.
Excellent project management skills to deploy effectively and manage a variety of resources dedicated to providing operations, asset management, and customer experience services to the Agency.
Critical thinking and analytical skills.
Ability to collaborate effectively across departments and functions.
Ability to coach, mentor, and amplify the diverse voices of employees and lead an inclusive team environment.
Project management and delivery skills.
Resiliency and ability to operate in a dynamic environment.
Ability to facilitate progressive organizational change and development within an organization.
Ability to lead self and others to produce high-quality work.
Ability to translate complex information to distilled, simplified communications for audiences with diverse levels of technical expertise to understand and navigate new and complex concepts.
Ability to communicate effectively with diverse external stakeholders, including the Board of Directors, King County Metro, and the general public, on matters of Passenger Experience, Service Operations, and Asset Management.
Communication techniques and strategies to facilitate problem solving and initiate change.
Preferred Knowledge and Skills:
Experience working within the transit industry or other public sector.
Physical Demands / Work Environment:
Work is performed in a hybrid office environment.
The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.
COMPENSATION AND BENEFITS:
Salary range is $140k to $450k, with a midpoint of $295k. More information on compensation and benefits can be found at: www.soundtransit.org.
TO APPLY:
Sound Transit has engaged Krauthamer & Associates (K&A), a retained executive search firm, to assist with the DCEO, Chief Service Delivery Officer recruitment. To request more information or to submit a resume and cover letter, please contact: Gregg Moser, Partner at K&A at gmoser@kapartners.com.
Sound Transit is an equal employment opportunity employer. No person is unlawfully excluded from employment action 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.
