Market and Customer Research Program Manager
- Summary
King County Metro Transit’s Research & Innovation team is seeking to fill a twelve-month term-limited temporary or special duty assignment Market and Customer Research Program Manager (Project/Program Manager IV).
This position will be responsible for leading strategic research and evaluation efforts to help develop and/or evaluate, policy, programs, products, and services. The position will ensure that the customer’s voice is heard! A focus will be understanding customers’ needs, experiences, and opinions to inform decision making. As Metro evolves into a mobility agency this position will play a key role in shaping how Metro will meet transportation needs in King County and will help advance programs and initiatives such as Equity and Social Justice, innovation, sustainability and modernization. This is an outstanding opportunity for a high performing individual looking to play a leadership role in shaping the future of travel in the Puget Sound area.
We are accepting applications from the public and King County employees. This recruitment may also be used to establish an eligibility pool to fill future career service, short term temporary, term-limited temporary, and/or special duty assignment opportunities in this group that may occur over the next twelve months from the establishment of the list at the discretion of the hiring authority.- Job Duties
Applying equity and social justice principles is a daily responsibility and a foundational expectation for all King County employees. In this role, you will apply equity and social justice principles that exemplify shared values, behaviors, and practices to all aspects of the work.
- Manage the Market and Customer Research Program.
- Develop and lead large, complex research and evidence building projects and deliver results.
- Serve as agency subject matter expert on topics of data collection, research and survey design, analysis, and project/program evaluation.
- Lead a team of staff by developing work plans, mentoring, and providing guidance and review of technical work products.
- Provide excellent customer service to internal and external partners.
- Build a collaborative team environment and develop capacity within each team member.
- Demonstrate a commitment to social justice and sustainability, promoting an equitable, diverse, and inclusive work environment.
- Work collaboratively and successfully with a diverse group of individuals from a variety of different positions and backgrounds.
- Develop and manage budgets and engage in transparent budget oversight.
- Demonstrate excellent leadership, interpersonal and communication skills, and comfort managing multiple projects in a fast-paced environment.
- Demonstrate commitment to principles of equity and inclusion.
- Perform other duties as assigned.
- Experience, Qualifications, Knowledge, Skills
A Bachelor's Degree in Business, Social Science, Marketing, Statistics, Mathematics, or related field, and five years of work experience in related field OR any equivalent combination of experience and education which provides the applicant with the skills, knowledge, and abilities required to perform the work.
Additional requirements are:- Current knowledge of equity and social justice principles, practices, and language.
- Strong project and program management skills.
- Ability to work effectively at all levels of an organization.
- Strong teamwork orientation and demonstrated ability to work collaboratively with and through others.
- Ability to manage and resolve conflicts and remove barriers to project completion.
- Demonstrated excellent written and oral communication and presentation skills, including strong writing ability. Experience tailoring messages and communications materials to different audiences, such as elected officials, community stakeholders, and employees.
- Ability to manage and prioritize a diverse workload to accomplish tasks on defined timelines.
- Capacity to develop partnerships, negotiate agreements and leverage new opportunities.
- Demonstrated experience in continuous improvement and creative problem solving.
- Demonstrated ability to form strategic partnerships both internally and externally.
- Demonstrated leadership capabilities to initiate new projects, concepts, and partnerships.
- Comfort and skill managing uncertainty and risk through fast-moving projects.
- Experience leading and empowering staff.
- Experience managing large, complex projects and programs.
- Experience managing or overseeing research projects.
- Experience managing a research program.
- Experience in transportation planning.
- Supplemental Information
Ready to Apply?
Submit an online employment application, with answers to the supplemental questions, completed at www.kingcounty.gov/jobs with employment history going back at least ten years if you have ten years of employment (or more to include all relevant experience) is required. Attaching a resume, and a cover letter summarizing interest in and qualifications for the position are also required.
NOTE: Please answer ALL questions in the online employment application itself, with each of your jobs during the last 10 years listed (listing each position for each employer separately), duties explained, reasons for leaving etc.
Applications that are not complete, or do not include all required materials may be rejected as incomplete, and not advanced in the process. Applicants who are unable to apply online should follow the instructions under Application Tips and FAQs at www.kingcounty.gov/jobs.
Selection Process
The application, resume and cover letter will be screened for qualifications, clarity and completeness. The most competitive candidates will be invited to proceed to the next stages of the selection process. The selection process may include one or more panel interviews. Reference checks will be conducted.Work Schedule
This position is exempt from the provisions of the Fair Labor Standards Act, and are therefore not eligible for overtime pay. The work schedule is Monday through Friday, 8:00 a.m. – 5:00 p.m., but work outside of the normal workday will be required.Temporary Telecommuting Requirement
The work associated with this position will be performed through a combination of teleworking complemented with onsite work. Employees will have access to shared workspaces at various King County facilities.) Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.
Employees will be provided with a County issued laptop and must maintain a workspace with an internet connection (access may be supplemented in some situations) where they can reliably perform work and remain available and responsive during scheduled work hours. Please note that when an employee conducts work that is likely to bring them in contact with another individual, safety precautions are required, including the wearing of masks in some situations. King County is doing its part to reduce the spread of COVID-19 and remains committed to reducing our carbon footprint.
King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will be joining an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment.
Competitive Benefits
King County provides our employees with a no-cost transportation pass (good on most transit systems throughout the Puget Sound region). We offer a benefits package that includes competitive medical, dental and vision benefits for the whole family and registered domestic partner, competitive vacation, sick, holiday and executive leave plans, and participation in the State’s Public Employees Retirement Plan (PERS) are provided, as well as the option of participating in the County’s deferred compensation plan (a 457 plan). For more information regarding this recruitment, please contact:Union Membership: This position is represented by PROTEC17 bargaining unit
Class Code: 2441400
Questions about this recruitment? Contact Angela Alcaraz, HR Analyst, 206-263-2466, aalcaraz@kingcounty.govForbes recently 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.
Covid-19 Vaccination Requirement
As of October 18, 2021, most* King County employees are required to be fully vaccinated against COVID-19. If hired, you will be required to submit proof of vaccination by October 18th. People are considered fully vaccinated two weeks after their second dose in a two-dose series or two weeks after a single-dose vaccine. Employees may make requests for a reasonable accommodation based on a medical disability or for sincerely held religious beliefs. Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation.
This directive applies to employees in the Executive branch*, the Assessor's Office, Elections, the King County Sheriff's Office, and the Executive Office.
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 your recruiter listed on this job announcement.
King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:
- Medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members
- Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
- Retirement: King County employees are eligible to participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
- Transportation program and ORCA transit pass
- 10 paid holidays each year (plus 2 personal holidays)
- Generous vacation and paid sick leave
- Paid parental leave, family and medical leaves, and volunteer leave
- Flexible Spending Account
- Wellness programs
- Onsite gyms and activity centers
- Employee giving program
- Employee assistance programs
- Flexible schedules and telecommuting options, depending on position
- Training and career development programs
This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails. Also, in the event of any incorrect information in this document, applicable laws, policies, rules, CBAs, or official plan documents will prevail.
NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.
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01Did you complete all portions of the application and attach the required resume and cover letter? Applications that are not complete, or do not include all required materials may be rejected as incomplete, and not advanced in the process.
- Yes
- No
02Are you applying to this position as an eligible Current or Previous King County Employee Priority Placement Program Participant AND Is this position the same or lower percentage of full-time when compared to the position held at the point of the notification of layoff AND Do you possess the skills and abilities to qualify for this position?- Yes, I was given a layoff notice from my role at King County AND I am within two years of the effective date of my layoff. AND The position I was laid off from was the same or a higher percentage of FT status when compared to this one.
- No.
03If you answered yes to the question above and you are applying for this position as a Priority Placement Participant, to be considered, you must provide the following three pieces of information in the space provided: 1. The title you held when you received your layoff notice 2. The department you worked in 3. The effective date of your layoff04This recruitment may also be used to establish an eligibility pool to fill future career service, short term temporary, term-limited temporary, and/or special duty assignment opportunities in this group that may occur over the next twelve months from the establishment of the pool at the discretion of the hiring authority. Please indicate which type of positions you are interested in.- Career Service
- Short-Term Temporary
- Term-Limited Temporary
- Special Duty Assignment
05I certify that the statements made by me on the application and supplemental questions are, to the best of my knowledge, true, complete and correct. I understand that any misrepresentation or material omission of fact on this or any other document required by King County may constitute grounds for rejection, or if employed by King County, for disciplinary measures, including dismissal.- Yes
- No
Required Question