Project Manager III, Human Service ORCA Modernization

King County   Pioneer Square, WA   Full-time     Project Management
Posted on May 19, 2023
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$96,699.20 - $122,574.40 Annually


Seattle, WA

Job Type

Special Duty Assignment or Term Limited Temp (TLT)

Job Number



MTD - Metro Transit



Opening Date


Closing Date

6/8/2023 3:00 PM Pacific



Bargaining Unit



King County Metro's Reduced Fares workgroup is seeking a dynamic, innovative, and collaborative Human Service ORCA Modernization Manager (Project/Program Manager III) to develop a new ORCA-based fare option for human service agencies. By providing a better option for human service agencies to purchase fares for their clients, this effort supports Metro's Fares Enterprise Initiative by helping to encourage ORCA use and simplify Metro's current reduced fare structure.

The PPM III will work with a small team of customer service, planning, and management staff in the Reduced Fares team, and will consult with stakeholders inside and outside of Metro. The successful candidate will be responsible for overseeing, leading, and managing the development of this new program.

Currently, Metro offers three income-based fare programs:
  • Human Service Bus Ticket program: Discounted one-way paper bus tickets, which Metro sells to human service agencies to provide to their clients free of charge for their essential trips. Offered in partnership with the King County Department of Community & Human Services (DCHS).
  • ORCA LIFT: Reduced fare for people with low incomes. Riders enroll at partner human service agencies and must load their card with value to use it on transit. This program is co-led by Public Health - Seattle & King County.
  • Subsidized annual pass: An element of the ORCA LIFT program, where people within certain state benefit programs can receive an annual pass on their ORCA LIFT card. Riders can use this pass to ride free-of-charge on Metro, Sound Transit, and Everett Transit and must pay the reduced ORCA LIFT rate to ride other transit agencies.
Metro also has a robust business program, through which local employers can provide a full or partial subsidy for employees' transit trips by buying passes or putting fare value on ORCA cards. Human service agencies can purchase fares for people through this pathway as well, but these business accounts are separate from the reduced fare offerings above.

Metro is interested in utilizing new technology available in the ORCA system to determine what changes should be made to these offerings to best support transit ridership for people with low incomes. The PPM Ill will start by developing a new ORCA-based pathway for the human service bus ticket program, so that riders and human service agency partners do not have to rely on paper tickets for travel. This work leverages a previous feasibility study and will go further to determine, explain, and develop new technical, program, and policy options. This work could influence changes to other programs, including those listed above. The PPM Ill will become a subject matter expert in the issue of ORCA-based transit options for people with low incomes and the agencies that serve them and will help lead Metro's effort to ensure that its fare programs are equitable and accessible. In doing this work, the PPM III will participate in an agency-wide human centered design effort related to improving access to reduced fares.

About the Reduced Fares team
The Reduced Fares Team is a workgroup within Fare Media Sales, in the Customer Communications & Services section of Metro's Mobility Division. In partnership with various community partners, the Reduced Fares Team develops, promotes, implements, and evaluates various reduced fare options for eligible customers.

Position information
This recruitment will be used to fill one Special Duty Assignment (SDA) or Term Limited Temporary (TLT) position that is anticipated to last until December 2024 with possibility for extension.

This recruitment may be used to generate a pool for future Career Service, Term Limited Temporary (TLT), and Special Duty Assignment (SDA) positions that may occur in this classification. The pool would be valid for twelve months upon creation and may be extended 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 to all aspects of the work. You will:
  • Work independently to develop and manage a workplan to redevelop a new ORCA-based fare option for human service agencies.
  • Serve as a subject matter expert for current and future ORCA program options for riders with low incomes and the agencies that serve them.
  • Investigate and map current programs and processes, with special attention to gaps and opportunities.
  • Coordinate with diverse stakeholders to understand the transit-related needs and assets of human service agencies and their clients; utilize that knowledge to manage and build the new program.
  • Analyze data and identify data gaps.
  • Lead evaluation and continuous improvement of program activities, which may include focus groups, listening sessions, surveys, and other tactics. Apply the learnings from these efforts to adjust and refine program approach and
  • Develop and implement plans to test and evaluate new ideas.
  • Conduct policy analysis and propose changes, which may include administrative procedures, County Code, and agreements with other transit agencies and human service agencies. Act as a liaison and represent Metro at various internal and/or external levels in discussions about these potential changes.
  • Lead approval and implementation of policy changes and regional agreements.
  • Produce reports for internal and/or external distribution.
  • Develop and deliver presentations for internal and external audiences, which may include representatives from other jurisdictions.
  • Update and distribute informational media to internal and external audiences.
  • Perform other duties as assigned.
Experience, Qualifications, Knowledge, Skills

Minimum Qualifications:
  • Basic knowledge of transit and ORCA products and services.
  • 2-3 years of experience in program planning and project management; experience taking projects from concept to completion.
  • Comfort in being a lead collaborator who manages projects and implements work as part of a team.
  • Demonstrated ability to think creatively with a collaborative, problem-solving mindset.
  • Demonstrated ability to learn new systems and procedures; can gather and use information and data.
  • Excellent written and oral communication skills, including ability to explain technical, multi-step processes to people who do not have a frame of reference or knowledge about these issues.
  • Strong customer service, organizational, analytical, time management, and interpersonal skills, including the ability to work well independently or as part of a team.
  • Ability to manage multiple issues simultaneously; flexibility to shift focus on priority issues if necessary.
  • Experience in building programming centering the lived experience of people with low incomes and/or those who experience oppression.
  • Skill in establishing and maintaining effective working relationships.
  • Experience using Microsoft Office applications including Word, Excel, PowerPoint, Outlook, SharePoint, and Teams.
Desired qualifications:
  • Understanding of the ORCA fare processing system, Metro's ORCA LIFT Registry, and Metro's Human Service Bus Ticket Program.
  • Experience administering ORCA customer support using internal ORCA Customer Relationship Management system (CRM) and website.
  • Familiarity with transit business programs.
  • Familiarity with Metro Transit, key partners, and stakeholder groups.
  • Experience with program development, policy analysis, negotiation, and developing policy recommendations.
  • Knowledge of human-centered design methodologies.
  • Skill in data gathering, analysis, and developing data tools.
  • Advanced sills in Microsoft Office software including Word, Excel, PowerPoint, Outlook, SharePoint, and Teams.
  • Fluency in one of King County's most frequently used languages other than English: Spanish, Vietnamese, Chinese, Korean, Russian, Somali, Ukrainian, Amharic, and Punjabi- referred to as Tier 1 or Tier 2 languages in the County's Executive Order on Translation and/or American Sign Language.
Don't meet every single requirement? Studies have shown that some people are less likely to apply to jobs unless they meet every single desired qualification. In Customer Communications & Services, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this role.

Supplemental Information

Application & Selection Process
An online employment application, resume, cover letter, and answers to the supplemental questions are required. Applicants will be screened for competitiveness, completeness, and written communication skills. The most competitive candidates may be invited to participate in one or more interviews. Final offers are contingent on successful completion of reference checks.

NOTE: Please answer all applicable questions in the employment application portion, with each of your jobs listed (listing each position for each employer separately), duties explained, reasons for leaving, etc.

Work Schedule
The work week is normally 40 hours, Monday through Friday hybrid schedule. Hybrid schedules vary by work group and are subject to change based on business needs. This position is exempt from the provisions of the Fair Labor Standards Act, and therefore is not eligible for overtime pay.

Union Membership: Protec 17

Job Code: 243303

Work Location: The primary location of this position is in the King Street Center (201 S. Jackson St., Seattle, WA) Telecommuting is possible.

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: Sianna Weicuss,

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.

The Executive Branch includes 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.

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
  • 12paid 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
For additional information about employee benefits please visit our Benefits, Payroll, and Retirement Page .

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.