Communications Manager

Transdev North America, Inc.; Quincy (MA); On-site; USD 106,000 - 113,000; Full time

Benefits offered by this job

Vacation

Sick days

Holidays

401(k) retirement plan

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Voluntary long-term disability

Job summary

Transdev North America, Inc. is seeking a Communications Manager to join our team in Quincy, MA, reporting to the General Manager. We seek customer service-oriented professionals who are dedicated to safety.

The role supports MBTA operations with a focus on automated channels, campaigns, and cross-functional coordination to improve service exposure and efficiency. Strong writing and stakeholder collaboration are essential.

Qualifications

• Bachelor’s Degree in English or other communication related field preferred.
• 2+ years of experience in a transportation call center environment preferred.
• Strong proficiency in Zendesk Support, Zendesk Guides, Twilio, Slack, Microsoft Word, Excel and PowerPoint, Power BI, and Canva.
• Excellent English language writing, proofreading, and oral communication skills.
• Excellent organizational and interpersonal skills with attention to detail.

Responsibilities

• Offer customer-centered solutions for automated channels.
• Drive successful utilization of services while reducing center operating costs.
• Define KPIs for each communications channel and benchmark performance.
• Coordinate marketing campaigns to increase exposure and knowledge of available services.
• Interface and communicate regularly with cross-functional teams (reservations, dispatch, QA, training, admin).
• Create internal communications protocols and deliverables such as release notes and user guides.
• Ensure internal messages are consistent with external communications and adjust content based on staff feedback.

Skills

Listening skills

Customer service

Written communication

Oral communication

Education

Bachelor’s Degree in English or related field

Tools

Zendesk Support

Zendesk Guides

Twilio

Slack

Microsoft Word

Excel

PowerPoint

Power BI

Canva

Job description

• Strong listening skills

Transdev is seeking a Communications Manager to join their team. This position reports to the General Manager. This position is located in Quincy, MA supporting the MBTA. We are seeking customer service-oriented professionals who are dedicated to safety.

Transdev Is Proud To Offer

• Competitive compensation package of minimum $106,000 – maximum $112,548

Benefits Include

• Vacation: minimum of two (2) weeks


• Sick days: 5 days


• Holidays: 12 days; 8 standard and 4 floating


• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-termdisability, voluntary long-term disability.

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

Duties & Responsibilities

• Offering customer-centered solutions for automated channels


• Driving successful utilization of services while reducing control center operating costs along the way


• Define key performance indicators for each communications channel and benchmark existing performance to measure a campaign's level of success


• Coordinating marketing campaigns to increase exposure and knowledge of available services. Some potential campaign ideas are noted below:

Traveler specific outreach where/when necessary

Control-Center forced inbound messages and \"Did You Know?\" messages while on-hold to educate and reinforce TRAC services

Broadcast Campaigns via the Outbound Notification Services (voice, text or email)

• Lead platform messaging and communications strategy


• Create internal communications protocols and initiatives that will foster employee engagement


• Establish an internal communications strategy in conjunction with leadership team


• Interface and communicate regularly with cross-functional teams including reservations, dispatch, QA, training, and admin


• Collaborate with other managers and stakeholders to create and manage agent-facing deliverables such as release notes, help files, instructions, technical information, and frequently asked questions


• Resolves clearest and most logical way to present information and instructions for greatest reader comprehension; writes and proofreads easy-to-understand user interface text and online help


• Ensure internal communication messages are consistent with external communication messages


• Respond to feedback from staff and adjust communications content accordingly


• Contacts and corresponds with agents as needed to resolve documentation questions or concerns


• Analyzes existing and potential content, focusing on reuse and single-sourcing opportunities


• Ensure internal communications messages are consistent across all mediums and for different departments of the organization


• Ensure organizational initiatives and projects are successfully communicated to employees and stakeholders


• Develop presentations for organization or client meetings, such as QBR Education, Licensing,


• Must be able to work shifts or flexible work schedules as needed.


• Other duties as assigned.


• Subject to a DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.

Certifications, And Experience

• Bachelor’s Degree in English or other communication related field preferred


• 2+ years of experience in a transportation call center environment preferred, relevant work experience will be considered in place of educational background


• Strong proficiency in Zendesk Support, Zendesk Guides, Twilio, Slack, Microsoft Word, Excel and PowerPoint, Power BI, and Canva Skills and Knowledge Required:


• Excellent English language writing, proofreading, and oral communication skills


• Excellent organizational and interpersonal skills, with a keen attention to detail


• Ability to listen attentively, ask questions, and develop relationships


• Strong listening skills


• Ability to manage campaigns and projects


• Ability to remain courteous with difficult or angry customers


• Basic computer knowledge/PC experience and the ability to learn new software


• Bilingual skills are a plus but not required

Travel requirement <5% of time for occasional meetings or training

Pre-Employment Requirements

• Must submit to drug testing and a background check

Physical Requirements

• Must be able to work shifts or flexible work schedules as needed


• 100% of work is accomplished indoors and in air conditioned or well-ventilated facilities


• Work is accomplished at a workstation or in a cubicle space equipped with a telephone, headset, and computer


• Work environments are generally noisy, and the employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact [e-mail]

Drug-free Workplace

Transdev maintains a drug-free workplace. Applicants must:

• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).


• Successfully pass a pre-employment drug screen.

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video.

Job Category

Management

Job Type

Full Time

Req ID

9347

Pay Group

NCD

Cost Center

601

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

California applicants: Please Click Here for CA Employee Privacy Policy.