Community Relations/Outreach Manager

MV Transportation, Inc.; Irvine (CA); On-site; USD 70,000 - 89,000; Full time

Job summary

MV Transportation, Inc. seeks a Community Relations Manager to lead the call center operations, engage with the disabled community, and collaborate with advocates and service agencies. The role focuses on sustaining client relationships, monitoring KPIs, and improving rider support quality.

Responsibilities include outreach to community organizations, reporting on performance, and ensuring adherence to ADA and client policies. Strong communication skills and transit experience are highly valued.

Qualifications

• Associate’s degree or equivalent experience required.
• 3+ years of management/supervisory experience in a call center environment preferred.
• Paratransit/transit experience preferred.
• Excellent verbal skills, both written and oral, and ability to work in a fast-paced environment.
• Experience with complaint resolution and public relations.

Responsibilities

• Oversee call center operations to ensure performance meets KPIs and contractual obligations.
• Engage with the disabled community, advocates and service agencies on an ongoing basis.
• Maintain communication with client and stakeholders and generate regular operational reports.
• Develop and implement outreach to community organizations and facilities served by the client.
• Investigate and respond to rider feedback and complaints, ensuring timely resolution.

Skills

Call center management

Public relations

Complaint resolution

Verbal communication

Education

Associate’s degree or equivalent experience

Tools

Trapeze scheduling and dispatch software

Job description

MV Transportation is seeking a Community Relations Manager to manage the call center operation and engage with the disabled community, advocates and service agencies. Overall responsibility for call center performance ensuring that operation achieves internal efficiency standards and meets all contractual KPIs.

Job Responsibilities

• Assign duties for call center personnel and provide weekly performance evaluations
• Track employee hours and submit to payroll
• Provide continuous CSR monitoring to ensure high quality service and achievement of all KPIs
• Maintain ongoing communication with client, GMand customers and generate daily reports on call center operations
• Develop, implement and update best practices to heighten efficiency and enhanced customer service
• Provide outreach to the disabled community and other client related organizations
• Investigate and resolve all rider complaints/concerns
• Other duties as assigned
• Serve as the primary point of contact for client regarding community relations matters
• Oversee the investigation, documentation, and response to all rider comments, complaints, compliments, and other rider feedback associated with the services provided under this Agreement, including services performed by subcontractors
• Ensure all rider cases are reviewed, investigated, documented, and responded to in accordance with the requirements of this Agreement
• Maintain regular communication and coordination with client's Field Administrator(s) regarding rider service issues, complaint trends, and significant or escalated cases
• Contact rider, as necessary or requested by client, to obtain additional information, provide information regarding client services, and conduct follow-up related to rider cases
• Develop and maintain productive working relationships with senior centers, healthcare providers, adult day programs, community organizations, and other facilities served by client to promote effective communication, identify service concerns, and support continuous improvement in service delivery
• Conduct regular visits to facilities and other locations served by client to meet with facility representatives, observe service delivery, identify recurring issues, and work collaboratively with client, CONTRACTOR staff, and subcontractors to improve service quality and the rider experience
• Analyze rider comments, complaints, compliments, and other case data to identify trends, systemic issues, and opportunities for service improvement
• Develop and implement corrective action plans and rider support improvements to address recurring issues
• Provide regular reports to client regarding rider support performance, case activity, complaint trends, corrective actions, and other performance metrics as requested
• Maintain a thorough knowledge of the ADA, applicable FTA requirements, and all client policies, procedures, and operating requirements applicable to rider support
• Represent the CONTRACTOR at client's Accessible Transit Advisory Committee (ATAC) meetings and attend other meetings, presentations, and rider, stakeholder, or public engagement activities related to the client service, as requested by client, to provide information, receive rider feedback, strengthen relationships, and support continuous improvement of service delivery
• Be available during normal business hours and remain reachable outside normal business hours for emergencies through client-approved communication methods

Talent Requirements

• Associate’s degree or equivalent experience
• Three (3) yearsmanagement/supervisory experience in a call center environment
• Paratransit/transit experience preferred
• Excellent verbal skills both written and oral – able to work in a fast-paced environment – working knowledge of Trapeze scheduling and dispatch software
• Complaint resolution experience
• Public relations experience

Salary range: $70,304-$88,576

MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

If you reside in California, please see our California Applicant Privacy Policy for more information about our data handling practices and your data rights.

California – Pay Transparency Requirements

75289.6-88576