Assistant General Manager-Experience & Innovation

Metropolitan Council; Minneapolis (MN); On-site; USD 165,339 - 237,500; Full time

Benefits offered by this job

Competitive salary

Excellent benefits

Career advancement opportunities

Job summary

The Metropolitan Council is seeking an Assistant General Manager for Experience and Innovation in Minneapolis. This role involves providing executive leadership for customer experience and strategic innovation projects within Metro Transit.

You will oversee initiatives that enhance customer satisfaction and engagement while managing multi-million-dollar resources to achieve organizational goals.

Qualifications include extensive experience in senior management and a relevant advanced degree.

Qualifications

• 14 years of experience with senior management leadership.
• 5 years leading multiple divisions or departments.
• Ability to influence stakeholders effectively.

Responsibilities

• Lead Innovation and Experience Department.
• Develop and implement agency-wide innovation strategies.
• Oversee customer and employee experience initiatives.

Skills

Strategic Leadership

Innovation & Change Management

Customer & Employee Focus

Financial & Project Management

Political & Stakeholder Acumen

Communication & Influence

Equity & Inclusion

Education

Master’s degree in Public Administration, Business, or related field

Bachelor’s degree

High School diploma/GED

Job description

WHO WE ARE

This position is open until filled – initial review will begin July 13, 2026.

We are the Metropolitan Council, the regional government for the seven‑county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us is on our website.

Metro Transit is one of the country’s largest transit systems, employs more than 3,000 people, and provides an integrated network of buses, light rail, and commuter trains, as well as resources for those who carpool, vanpool, walk, or bike in the Twin Cities.

HOW YOUR WORK WOULD CONTRIBUTE TO OUR ORGANIZATION AND THE TWIN CITIES REGION:

The Assistant General Manager (AGM), Experience and Innovation, provides executive‑level leadership for customer experience, employee experience, business technology, and strategic project functions. The AGM serves as Metro Transit’s chief innovator, responsible for identifying, piloting, and scaling initiatives that strengthen customer satisfaction and responsiveness, enhance employee engagement and organizational culture, and improve overall operational efficiency.

Serving as a member of the Metro Transit leadership team, the AGM represents Metro Transit to the Metropolitan Council, elected officials, regional stakeholders, and industry partners. This position establishes the strategic vision for innovation, directs multi‑million‑dollar operating and capital resources, and ensures that Metro Transit Forward goals are achieved through transformative ideas, systems, and practices that enhance service delivery for both customers and employees.

Anticipated Salary: ANNUALLY $165,339.20 – $237,500.

RESPONSIBILITIES

Leadership & Strategy

• Create, establish, and lead the Innovation and Experience Department within Administration.
• Provide executive leadership for customer experience, employee experience, business systems, and major innovation projects.
• Develop and implement agency‑wide innovation strategies aligned with Metro Transit Forward, Metropolitan Council policy goals and regional equity priorities.
• Serve as an executive advisor to the Deputy General Manager, shaping organizational direction on innovation, technology, culture transformation, and customer/employee satisfaction.
• Build alignment across divisions and executive leaders to embed customer and employee insights in all levels of decision‑making.

Innovation & Transformation

• Identify, pilot, and scale new approaches that improve transit reliability, accessibility, and customer satisfaction.
• Lead cross‑functional innovation projects that integrate workforce engagement, digital modernization, and customer service improvements.
• Foster an organizational culture of creativity, accountability, and continuous improvement.
• Monitor industry trends, evaluate national best practices, and establish Metro Transit as a regional and national leader in transit innovation.

Customer & Employee Experience

• Executive‑level oversight of customer experience and sentiment initiatives, including contact centers, digital platforms, surveys, advisory committees, and feedback integration systems.
• Executive‑level guidance of employee experience strategies and initiatives, including workforce culture, growing our peer support program, engagement programs, and the Great Workplace initiative, strengthening employee retention, resilience, and satisfaction.
• Ensure policies and systems improve accessibility, equity, and inclusion for both customers and employees.

Technology & Projects

• Provide executive oversight of business systems and technology modernization initiatives.
• Direct capital and enterprise projects that deliver real‑time information, mobile, and digital tools, and enterprise analytics.
• Ensure technology and project investments align with customer priorities, employee experience, and long‑term strategic goals.

Stakeholder Engagement & Representation

• Represent Metro Transit at Metropolitan Council meetings, with elected officials, external partners, and in national forums.
• Serve as executive sponsor for priority innovation initiatives and regional collaborations.
• Communicate effectively with diverse audiences, ensuring transparency and accountability in decision‑making.

Performance, Budget, and Accountability

• Oversee and direct the development of the division’s operating and capital budgets, ensuring strategic alignment and fiscal stewardship.
• Identify and pursue external funding opportunities, including grants and regional partnerships.
• Regularly present findings, progress, and future vision to executive leadership, the Council, and community stakeholders.

QUALIFICATIONS

What education and experience are required for this job (minimum qualifications)

• High School diploma/GED with fourteen (14) years of experience, including five (5) years of senior management experience leading multiple divisions or departments.
• Associate’s degree with twelve (12) years of experience, including five (5) years of senior management experience leading multiple divisions or departments.
• Bachelor’s degree or higher with ten (10) years of experience, including five (5) years of senior management experience leading multiple divisions or departments.
• Master’s degree or higher with eight (8) years of experience, including five (5) years of senior management experience leading multiple divisions or departments.

Preferred Qualifications

• Master’s degree in Public Administration, Business, Transportation, Organizational Development, or a related field.
• Executive experience overseeing customer experience, workforce culture, and enterprise technology projects.
• Proven ability to influence governing boards, elected officials, and external stakeholders.
• Experience leading organizational transformation and embedding equity in large‑scale initiatives.

Desired Qualifications

• Experience centralizing or leading administrative functions within a large, multi‑divisional organization.
• Experience overseeing workforce development, succession planning, and training programs.
• Experience managing budgets, contracts, and quality‑assurance systems.
• Knowledge of operational technology development and implementation.
• Experience leading through organizational change, growth, or restructuring.
• Strong communication skills sufficient to communicate with internal and external stakeholders.

Knowledge, Skills and Abilities You Should Have Within the First Six Months on the Job

• Strategic Leadership: Ability to set and execute enterprise vision, align diverse divisions, and balance operational needs with long‑term goals.
• Innovation & Change Management: Expertise in piloting and scaling new ideas, embedding equity in systems, and driving cultural transformation.
• Customer & Employee Focus: Skilled at translating customer and workforce feedback into enterprise strategies and outcomes.
• Financial & Project Management: Proficiency in developing and managing large budgets, overseeing capital projects, and securing external funding.
• Political & Stakeholder Acumen: Ability to represent Metro Transit effectively with elected officials, stakeholders, and the public on sensitive and high‑profile issues.
• Communication & Influence: Exceptional communication skills, with the ability to inspire diverse audiences and motivate teams across all organizational levels.
• Equity & Inclusion: Commitment to advancing equity and accessibility for employees and customers through policies, programs, and system design.

WHAT YOU CAN EXPECT FROM US

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
• We encourage our employees to develop their skills through on‑site training and tuition reimbursement.
• We provide a competitive salary, excellent benefits, and a good work/life balance.
• Career advancement opportunities.

ADDITIONAL INFORMATION

Union/Grade: Non‑Represented Classified/Grade E‑1

FLSA Status: Exempt

Safety Sensitive: No

Work Environment: Office environment with periodic travel to bus, rail, and maintenance facilities. May require attendance at Council and community meetings.

Recruitment Process: 1. Review of minimum qualifications. 2. Rating of education and experience. 3. Structured panel interview. 4. Selection interview.

Background Check: New applicants and current Metropolitan Council employees must pass a background check verifying education, employment, driving record, and any criminal record. Felony, gross misdemeanor, and misdemeanor convictions are considered on a case‑by‑case basis based on relevance to the job and evidence of rehabilitation.

Equal Opportunity: The Metropolitan Council is an Equal Opportunity, Affiliation, and veteran‑friendly employer. We are committed to a workforce that reflects the diversity of the region and strongly encourage persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply.

If you have a disability that requires an accommodation during the selection process, please email HR‑[e-mail].