OVERALL DESCRIPTION

Service Disruption
Develops, implements, and manages standard processes and procedures to maintain a clear service communications program across all media. Manages projects and initiatives to implement improved service communications. Coordinates with ongoing service disruptions and changes to identify appropriate service communications changes and tools. Identifies service communication challenges, develops solutions in coordination with internal stakeholders, and manages implementation of initiatives to realize solutions. Measures performance and develops recommendations for improvements to agency leadership.

SPECIFIC RESPONSIBILITIES

Service Disruption

• Manages, develops, and coordinates specific initiatives designed to enhance the communications of SEPTA of services and interruptions. 
• Develops, implements, and manages service communication processes, procedures, and standards for static wayfinding signage, digital communications tools, and other media in coordination with internal stakeholders.
• Reviews performance of existing service communications processes and procedures and develops goals and recommendations for improvements.
• Develops and oversees process improvements and pilot projects, measuring their performance with set metrics, and making final recommendations to senior leadership and the GM Team based on findings.
• Develops comprehensive communications plans for each disruption and service change. Standard plans will typically involve planning the language, timing, channels, and locations for all communications. 
• Directs the development and implementation of consistent templates and styles for visual and audio communications that are easily understandable, informative, and friendly. 

SPECIFIC RESPONSIBILITIES CONT'D

Service Disruption

• Conducts regular audits of SEPTA stations and facilities to ensure signage and communications compliance and develops and maintains standard QA/QC procedures.
• Stays up-to-date on current industry standards, trends, and best practices, and creates and maintains relationships with peers and stakeholders.
• Identifies and executes new and experimental policies and programs to improve service communications and the customer experience in line with organizational goals.
• Maintains knowledge of recurring or regular major events and holidays for which detours or service changes will be necessary.
• Coordinates with internal SEPTA departments to improve digital service information, including alert types and procedures, and assists in the improvement of the agency’s static and real time customer facing data.
• Seeks and incorporates employee and public feedback through through presentations, workshops, surveys, general in-reach or out-reach, and other means.
• Manages activities of consultants in development of service communications tools and materials. Develops project scopes, budgets, and schedules and coordinates RFP selection processes for consultant services.
• Represents the agency at conferences and other industry forums. 
• Performs other duties as assigned.

QUALIFICATIONS AND EXPERIENCE

Service Disruption

• Bachelor’s Degree in Communications, Urban Planning/Design, Administration, or related field and a minimum of five (5) years progressively responsible experience. Graduate degree may substitute for one (1) year of experience.
• Proven project management experience and scheduling experience required.
• Excellent interpersonal, verbal and written communication skills required. Position requires interface with different internal departments and external organizations, preparation of technical and policy-level reports and verbal presentations.
• Previous experience managing a consultant team or being a project manager on a consultant team for a large (or multi-year) effort preferred. 
• Master’s Degree in Communications, Urban Planning/Design, Administration, or other closely related field preferred.
• Knowledge of transit services and service communications is preferred.

• Internal SAM employees are eligible to apply for open positions (transfer/promotion) after six (6) months from the date of assignment for their current position. A review of the previous one (1) year performance appraisal (to ensure minimum standard of “Meets Expectations” for overall rating) will be conducted. A review of Discipline record, to ensure no discipline actions occurred during previous 1 year of employment will also be conducted.