Under general direction, oversees the Orange County Transportation Authority (OCTA) Customer Engagement section; oversees staff, consultants, and the contractor-operated Customer Information Center; ensures timely, accurate, accessible, multilingual, and customer-centered responses to inquiries, complaints, comments, compliments, and service requests received through phone, email, web, social media, in-person, and emerging digital channels; administers customer relationship management (CRM); and provides data-driven customer experience reports and improvements. Lead OCTA's Customer Engagement team, Customer Information Center, and customer service operations.