ORCA Project Program Manager I (SDA)
- Summary
The ORCA Business Operations (OBO) team is seeking letters of interest from King County Employees for a Special Duty Assignment as a Project/Program Manager I. This Special Duty Assignment is expected to last 9 months with a possible extension.
OBO is a team of project managers and ORCA experts who strive to develop and manage a payment system that is easy to use and responsive to diverse customer needs. OBO oversees the management of the ORCA system and its equipment for all of King County Metro and is responsible for communication and coordination between all internal stakeholders using the ORCA system. A primary responsibility of OBO is to support our front-line teams, including the Pass Sales Office, Customer Information Office, and Autoload groups, to resolve ORCA customer issues, emphasizing customer experience and satisfaction. Several team members are also representatives of King County Metro to our six regional partner agencies and work collectively to improve the system across the Puget Sound.
The Project/Program Manager I position will assist with operational duties for the current ORCA system while planning and training for the Next Generation ORCA system is being developed, tested, and implemented. Operational duties will center around research and resolution of customer issues, monitoring and reporting system issues, and support team efforts as needed to help inform decisions as we collectively transition to a new system.- 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. As the PPM I, you will also:
- Research and identify resolutions for ORCA customer issues
- Recommend financial solutions for ORCA customer issues
- Work with customers on potential solutions for ORCA issues directly or in writing
- Support training of and communication with front-line staff
- Assist in development of employee and customer resources
- Identify and troubleshoot inefficiencies for external customers and internal stakeholders
- Maintain records and documentation of ORCA customer issues
- Work collaboratively with diverse internal and external customer base
- Perform additional duties as assigned
- Experience, Qualifications, Knowledge, Skills
Minimum Qualifications:
- Substantive understanding of the ORCA fare processing system
- Experience administering ORCA customer support using internal ORCA websites, such as Call Center Website, Agency Website, Business Accounts Website, Reports website, or the Customer Service Terminal
- Experience with direct customer service provision and best practices
- Excellent written and oral communication skills
- Demonstrated problem-solving and analytical skills
- Ability to manage multiple issues simultaneously
- Flexibility to shift focus on priority issues if necessary
- Collaborative mindset and willingness to learn
- Demonstrated ability to learn new systems and procedures
- Excellent organizational skills, including time and records management
- Experience working with diverse customers and teams to resolve issues and develop solutions
- Ability to be self-motivated, work independently and follow direction
- Knowledge of basic financial management principles
- Experience using Microsoft Office 365 tools
- Supplemental Information
Application and Selection Process:
Submission of a letter of interest and answering the supplemental application question is the first step of the selection process. In your letter of interest, state what you would bring to the position and how your experience and skills relate to each of the qualifications and duties listed above. You will be evaluated on clarity, completeness, and applicability of your experience.
Interviews will then be conducted for competitive candidates following review of application materials. Interviews are tentatively scheduled to take place the week of July 12th.
The hiring authority will make the final candidate selection. The assignment will be contingent on a successful records review and the approval of your current supervisor/manager. Pay will be in accordance with the applicable union contract and/or personnel guidelines.
Applicants who are unable to apply online should follow the instructions under Application Tips and FAQs at www.kingcounty.gov/jobs. If you need accommodation in the recruitment process or an alternate format for this announcement, please inquire directly with the Human Resources contact for this job announcement.
Work Schedule
Standard coverage hours are 8:00 am – 5:00 pm, Monday - Friday, but there is flexibility among the team. Specific details regarding your work schedule will be coordinated with your supervisor. This position is designated as non-exempt from the Fair Labor Standards Act, which means it is eligible for overtime pay with prior supervisor approval.
Temporary Telecommuting Requirement
This position’s worksite is at King Street Center, but the building is undergoing construction so the work associated with this position will primarily be performed remotely through at least the end of 2021. There may be the occasional need to report to the office in person where adherence to King County’s COVID-19 safety protocols will be required.
Employees will be provided with a County issued laptop and must maintain a workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours. Employees must reside in WA state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements. There will be situations where the employee is required to report to a County worksite. Please note that when an employee conducts work that is likely to bring them in contact with another individual, safety precautions are required by the department in alignment with the Public Health Directive from the Seattle & King County Public Health Officer.
To support employees during this time 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. King County is doing its part to reduce the spread of COVID-19 and remains committed to reducing our carbon footprint.
Class Code: 2441100 Project/Program I
Union Membership: This position is represented by Protec17
Questions about this recruitment? Contact Angela Alcaraz, HR Analyst, 206-263-2466, aalcaraz@kingcounty.gov
Forbes 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.
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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01We are only accepting applications from current King County employees who have passed their initial KC probationary period. Do you meet this requirement?
- Yes
- No
02Did you attach the required letter of interest? Applications that do not include all required materials may be rejected as incomplete, and not advance in the process.- Yes
- No
03Much of this role involves communicating with customers via email. Please demonstrate your customer service and writing skills by crafting an email reply to the customer who sent the inquiry below. You do not need to conduct any research to be able to reply. If you need additional details in order to assist the customer, feel free to ask those of the customer in your email draft reply. We will be looking for demonstration of your ORCA knowledge and ability to clearly explain complex concepts. Do not include your name in the response. "Hello ORCA, I've just recently started commuting with my ORCA card again after a several-year hiatus. How do I find out how much is on my card and what my fare is now since it's been so long? Also, last time I rode, one of the biggest problems I had was trying to remember to load funds a few days in advance. Is there really still a 24-48 hour wait? Is there any way around that, or are you guys going to change that at some point? I'd really like to simplify my reload process, so any information you can provide would be great. Thanks, Sam"04I 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