Transit Customer Service Manager

Transit Customer Service Manager

Salary

$70,657.60 - $74,172.80 Annually

Location

Albuquerque, NM

Job Type

Full Time

Job Number

2600838

Department

Transit

Division

TR-Customer Service

Opening Date

04/03/2026

Closing Date

7/10/2026 11:59 PM Mountain

Bargaining Unit

NU

• Description
• Benefits
• Questions

Position Summary

Manage, plan, and oversee the daily operations of the Transit Customer Service Contact and Dispatch Center, ensuring timely and efficient delivery of services. This role provides leadership and direction to staff, develops and implements customer service policies and performance standards, and identifies strategies to enhance service quality and productivity. The position participates in establishing program goals, objectives, and priorities; monitors and evaluates operational effectiveness; and recommends adjustments to improve efficiency and staffing levels.

This is a safety sensitive position subject to random drug/alcohol testing.

Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.

Essential and Supplemental Functions

ESSENTIAL FUNCTIONS: Essentialfunctions may include, but are not limited to the functions listed below. Mustbe able to perform the essential functions of the job with or without areasonable accommodation.

• Manage, assign and direct work of staff involved in scheduling, dispatching, and service delivery within the Transit Customer Service Contact Center and Dispatch Center.
• Develop and implement customer service policy, procedures and standards; define and communicate customer service standards, identify and implement strategies to improve quality of service and productivity.
• Participate and provide input in the development and implementation of goals, objectives, policies and priorities for assigned programs; recommend and administer policies and procedures.
• Monitor and evaluate the efficiency and effectiveness of service delivery methods and procedures; recommend, within departmental policy, appropriate service and staffing levels.
• Plan, direct, coordinate and review the work plan for staff; assign work activities, projects, programs and special events; review and evaluate work products including the review of work completed by vendors and contractors, methods and procedures; meet with staff to identify and resolve problems.
• Select, train, motivate and evaluate assigned personnel; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline and termination procedures.
• Prepare and present regular performance reports to leadership, including metrics on call volumes, staffing levels, paratransit application trends and Customer Relationship Management (CRM) data.
• Manage and support operational and technical projects, including call recording systems, phone system upgrades, form development, and process automation.
• Participate in the development and administration of assigned annual budget; participate in the forecast of funds needed for staffing, equipment, materials and supplies; monitor and approve expenditures; implement adjustments.
• Respond to and resolve difficult and sensitive citizen inquiries and complaints.

SUPPLEMENTAL FUNCTIONS:

• Attend and participate in professional group meetings; stay abreast of new developments in assigned area.
• Perform related duties and responsibilities as required

Minimum Education, Experience And Additional Requirements

Education and experience directly related to the minimum requirements below may be interchangeable on a year for year basis.

Bachelors degree from an accredited college or university in business administration., public administration or a related field; and

Five (5) years of operations management in an inbound call center environment or managing a program eligibility program experience; and

To include three (3) years of supervisory experience.

Experience working in public transportation operations preferred.

ADDITIONAL REQUIREMENTS:

Possession of a valid New Mexico Drivers License, or the ability to obtain by date of hire.

Possession of a City Operators Permit (COP) within 6 months from date of hire.

Working Conditions

Environmental:

Office environment; exposure to computer screens; travel from site to site.

Physical:

Essential and supplemental functions may require sitting or standing for prolonged periods of time; moderate or light lifting or carrying.

Total Rewards. Total You.

The City of Albuquerque takes pride in offering our employees one of the most attractive Total Rewards packages in New Mexico. In addition to competitive salaries, the City provides benefit options for health, pharmacy, dental, vision, life, disability, and much more. The City also has pre-tax savings plans for healthcare, childcare, and parking. Employees participate in the state's public retirement system (PERA), with the City paying up to 75 percent of the employee's contribution. That's higher than any other contribution rate in the state of New Mexico!

Paid holidays? Check

Paid parental leave? Check

Paid birthdays off? Check

Vacation and sick leave starting Day 1? Check and check

Our people matter and we prioritize physical, mental, and financial wellbeing. With resources such as onsite and mobile medical clinics, an employee assistance program that encourages work-life balance, and tuition assistance and professional development pathways, the City is committed to equipping our employees with tools to better their lives and grow their careers while serving their community.

Total Rewards - City of Albuquerque

Fire Department

Albuquerque Police Department

01

Do you possess a valid New Mexico Drivers License, or have the ability to obtain by date of hire (attach a copy of your Drivers License)?

• Yes
• No

02

Do you possess experience working in public transportation operations?

• Yes
• No

03

Do you possess the supervisory experience outlined in the minimum requirements? If you have successfully completed the City of Albuquerques Pre-Management Development Program (PMDP), please include two (2) additional years in your supervisory experience (attach certificate, if applicable).

• Yes
• No

04

Select the highest level of successfully completed related education as identified by the minimum requirements (if applicable, attach supporting degree or transcripts).

• No High School Diploma
• High School Diploma or GED
• Non/degree accredited- Some College
• Associates
• Bachelors
• Masters
• Juris Doctorate
• Doctorate

05

Select the number of years of work experience you possess which relates to the minimum requirements, if applicable, add verifiable time in a temporary upgrade status and/or volunteer experience when selecting number of years.

• No experience
• 1 to less than 6 months
• 6 to less than 12 months
• 1 year to less than 2 years
• 2 years to less than 3 years
• 3 years to less than 4 years
• 4 years to less than 5 years
• 5 years to less than 6 years
• 6 years to less than 7 years
• 7 years to less than 8 years
• 8 years to less than 9 years
• 9 years to less than 10 years
• 10 years to less than 11 years
• 11 years to less than 12 years
• 12 years to less than 13 years
• 13 or more years

Required Question

Employer City of Albuquerque

Address 400 Marquette N.W.

Albuquerque, New Mexico, 87103

Phone 505 768-3700

Website http://CABQ.GOV