Transit Experience & Operations Leader

Keolis Commuter Services; Los Angeles (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Keolis Commuter Services in Los Angeles, CA is seeking a Customer Relations Manager, Call Center Manager, and Risk Manager (Transit) to lead customer experience, team engagement, and stakeholder relations. The role focuses on delivering passenger-centric processes, improving service quality, and aligning operations with client expectations.

The successful candidate will manage cross-functional teams, oversee contracts and governance, and drive financial and operational performance while

Qualifications

• Experience leading customer-facing teams in transit or service industries.
• Proven ability to manage stakeholders and emergency services providers.
• Strong problem-solving and decision-making in fast-paced environments.

Responsibilities

• Accountable for the organizations’ overall customer experience.
• Lead a customer oriented culture where staff think like a passenger.
• Manage contract governance and client relationships with thorough review.
• Identify opportunities to improve delivery against the contract and KPIs.
• Drive improvements in employee engagement and related KPIs.

Skills

Inspirational leader

Team player

Communication skills

English fluency

Customer focus

Analytical thinking

Job description

Keolis Commuter Services in Los Angeles, CA is seeking a Customer Relations Manager, Call Center Manager, and Risk Manager (Transit) to lead customer experience, team engagement, and stakeholder relations. The role focuses on delivering passenger-centric processes, improving service quality, and aligning operations with client expectations.

The successful candidate will manage cross-functional teams, oversee contracts and governance, and drive financial and operational performance while