Website Louisville Transit Authority of River City

Director of Customer Experience
The Director of Customer Experience is responsible for directing, planning, and monitoring all aspects (wing to wing) of TARC’s customer service functions, including the customer service organization and strategic partnership program.

Manages, plans, schedules and implements activities for the customer experience department, including customer service and front desk support, ensuring a strategy that results in tangible, measurable and reportable customer experience improvements. Ensure satisfactory KPI’s.
Serves as lead customer advocate throughout the Strategic Outcomes and Performance Scorecard process.
Manages the coordination between departments across the agency to identify areas of improvement in the customer experience, as well as continued follow-up through resolution. Advocate for customer-centric changes.
Assists with special activities, tradeshows, expo’s, community events, and advocacy groups to promote TARC’s services.
Identifies areas of improvement in quality of TARC services and assists in developing and implementing solutions to service quality issues as identified by riders.
Keep abreast to industry trends.
Supervises, monitors, and evaluates the performance of staff members, recommends personnel actions, and initiates disciplinary process.
As needed, participate in assigned TARC Board of Directors subcommittee meetings.
Develops and manages the budget of the customer experience department.
Ensure compliance with TARC policies and procedures and Federal, State, and Local laws
Other duties as assigned.
Bachelor’s degree in Business Administration or related field; or a combination of education and experience.
Five (5) years of professional experience in the related field.
Exceptional project management skills with ability to delegate responsibility and provide follow through on multiple projects.
Excellent communication skills, both verbal and written.
Ability to multi-task in fast-paced environment and work independently as well as collaboratively.
High degree of computer skills and high degree of familiarity with office software applications and office equipment.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
High level of initiative and work well in a team environment.
Extremely detail oriented, punctual and superior time-management skills.
Note: An equivalent combination of related education and experience may be substituted for the above stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

Comprehensive/Affordable Benefits
Medical, Dental, Vision, Life and Disability Insurance; benefits begin the 1st of the month following date of hire
Participation in County Employee Retirement System (CERS); eligible after one year
Deferred Compensation Plan
Paid Holidays
Paid Sick Leave and Vacation
Tuition Assistance for Eligible Employees
Professional Development
Employee Assistance Program
On-site Fitness Facilities
Much of the work is performed in a moderately noisy office setting, with frequent interruptions and a varied work day. Work may require some level of mobility including

lifting or moving materials. The Employee will be exposed to dust, orders, diesel fumes and/or airborne particles.


Reasonable accommodations may be made to those who are able to perform the essential duties of the job.

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