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Job Summary

Under general direction and in compliance with standard operating procedures and policies, directs Public Transportation’s (Greenlink) customer service programs, community outreach and education programs, communications, marketing, and advertising initiatives to increase and retain customers while working to strengthen Greenlink’s brand and reputation. Increases and retains ridership by enhancing the customer experience, leading marketing and education initiatives, strengthening community partnerships, and managing digital and public-facing communication platforms. Serves as project manager for electronic ticketing and mobile app systems, oversees stakeholder messaging, manages revenue-generating programs, and ensures compliance with federal regulations such as Title VI. Develops strategies to elevate public engagement, promotes accessibility and inclusion, advocates for customer needs in administrative decisions, monitors public sentiment, and supports the coordination of service alerts, announcements, and public meetings. Supervises assigned staff.

Essential Functions

Essential Functions	% of Time
Lead the Customer Experience & Enhance Digital Engagement: Lead efforts to improve Greenlink’s customer experience through proactive service communication and technology integration. Recruit and support Rider Perks program partners to incentivize transit use. Design and manage data-driven tools such as mystery rider programs and customer satisfaction metrics to assess service quality and identify improvement areas. Analyze customer feedback and develop training programs to support staff responsiveness and service delivery. Implement systems for complaint investigation and resolution, and respond to public inquiries submitted via email, phone, and digital platforms. Act as a customer advocate by identifying administrative decisions that could negatively impact the rider experience and provide recommendations to mitigate adverse impacts. Coordinate the dissemination of service alerts across multiple channels including the website, social media, text alerts, and mobile apps. Oversee digital tools such as Greenlink’s transit app and fare platform, manage in-app customer engagement and advertising, oversee loyalty initiatives tied to the fare platform, and handle escalated issues related to electronic ticketing and new product requests. Partner with internal teams to evaluate and implement customer-facing tools that simplify access to transit services.	30%
Manage Media, Marketing & Brand Communications: Manage all public-facing communications and serve as Greenlink’s lead media contact in coordination with the City’s Communications & Engagement Department. Write and edit press releases, stakeholder updates, and internal talking points. Oversee branding efforts and develop messaging to promote Greenlink’s mission, projects, and services. Support Greenlink’s recruitment efforts by leading workforce marketing campaigns and producing advertising content for job fairs, career events, and employment branding. Maintain and update Greenlink’s website on a regular basis to ensure content is accurate, accessible, and Americans with Disabilities Act (ADA) compliant. Produce agency newsletters, social media content, printed materials, and digital storytelling elements such as video scripts and profiles. Collaborate with appropriate City personnel to pitch feature stories and produce media assets that support collaborative marketing goals. Develop and distribute internal communications to staff regarding organizational changes, service updates, training notices, and employee recognition. Promote cohesion and transparency by ensuring employees are consistently informed and engaged through timely, thoughtful communication. Monitor media coverage and social conversation for opportunities and risks and advise leadership on emerging issues.	25%
Develop and Implement Community Outreach & Public Programs: Develop and implement strategic outreach programs that increase awareness, build ridership, and foster community connections. Coordinate large-scale events such as Get on Board Day, Try Transit Month, and Earth Day. Organize recurring activities including field trips, job shadowing, and facility tours. Lead signature initiatives such as the Citizens Transit Academy, Adopt-A-Stop, Art in Public Places, and community-driven arts contests. Facilitate relationships with schools, nonprofits, and public agencies to encourage participation in transit outreach efforts. Support Greenlink’s presence at job fairs and hiring events in partnership with Human Resources and help plan and execute ribbon cuttings and other service launch events.	15%
Coordinate Public Participation & Ensure Title VI Compliance: Coordinate public meeting logistics and ensure compliance with Federal Transit Administration (FTA) and Greenville Transit Authority (GTA) policies regarding public participation. Schedule meetings and hearings, issue legal notices, and maintain records of public input and responses. Develop and update Title VI and Limited English Proficiency (LEP) plans every three (3) years, and manage translation services, demographic data collection, interpreter scheduling, and annual monitoring of service standards. Prepare federally required Title VI Service and Fare Equity Analyses when service changes are proposed. Maintain a public-facing record of Title VI complaints and investigations and ensure full compliance with federal civil rights obligations.	10%
Manage Revenue Development & Fare Collection Program: Manage Greenlink’s revenue programs including internal and external advertising sales, fare-related contracts, and payment collection platforms. Develop innovative revenue strategies, coordinate the sale and placement of bus ads and shelter signage, and manage vendor and partner relationships. Oversee the Adopt-A-Stop and bicycle locker rental programs, handle invoicing and tracking, and coordinate recognition activities. Administer fare sales programs for nonprofits, resellers, and healthcare providers, and oversee eligibility verification and contract execution for reduced fare participants. Manage reseller accounts within the fare payment platform, track inventory levels for fare media, and coordinate invoicing with the Office of Management and Budget (OMB) Department. Support budget preparation by assisting with draft budget documents and monitor non-discretionary expenditures related to fare systems and outreach activities.	10%
Supervise Assigned Staff: Supervise assigned staff, including setting performance expectations and standards. Prioritize and assign work; write and conduct performance evaluations; ensure training; and ensure compliance with departmental and City policies and procedures. In coordination with Human Resources, review and update job descriptions; participate in the hiring and selection of staff for open positions; and ensure timely documentation and disciplining consistent with Human Resources policies. Support team cohesion by ensuring staff receive consistent communication about organizational priorities, policy updates, and relevant operational decisions.	10%

Perform other duties as assigned.

Job Requirements

Bachelor’s degree in marketing, public relations, business administration, public administration, or a related field.

Documented experience may be substituted on a two for one basis.

Over two (2) years of experience in marketing, public information, community/intergovernmental relations, or a related field.

Master’s degree in a related field may be substituted in lieu of two (2) years of experience.

Driver's License Requirements

Valid South Carolina Class D Driver's License.

Performance Requiremen

Knowledge of:

Communications, community outreach, public relations, and marketing strategies.

Transit services, industry practices and public participation methodologies relative to state and federal guidelines.

Transit agency operating policies and procedures, including the ADA.

Non-profit and human services landscape.

Customer service principles and practices.

Data sources for research and analysis.

Principles and practices of employee supervision.

Basic customer relationship management systems and surveying platforms.

Legislative processes and protocols.

Ability to:

Utilize a variety of communication and interpersonal skills to interact successfully with people at a number of levels inside and/or outside the organization.

Communicate information positively, clearly, accurately and effectively for a variety of audiences.

Maintain confidentiality of information and act with empathy and compassion.

Work cooperatively, effectively, and productively with internal and external customers, sometimes in a team setting.

Elicit community and organizational support for programs and initiatives and utilize elements of persuasion to gain cooperation and acceptance of ideas.

Apply analytical judgment and decision-making.

Frequently apply a high degree of independent, logical, evaluative, and/or professional thinking to originate and develop procedures, techniques or ideas within the parameters of a broad conceptual outline.

Think strategically and build project plans; ability to solve problems, develop solutions, organize and implement sensitive and complex projects.

Plan events - book facilities, order catering, schedule speakers, promote attendance.

Manage staff, conduct performance evaluations, develop trainings to improve performance, mentor interns, facilitate the hiring of new employees. Clearly assign responsibilities for tasks and decisions; set clear objectives and measures, monitors process, progress, and results; provide feedback to employees and management.

Maintain excellent organization and attention to detail.

Read, analyze, and interpret general business periodicals, professional journals, technical journals and procedures, financial reports, legal documents, and governmental regulations as well as literature, books, reviews, reports, and abstracts.

Make mathematical calculations and draw logical conclusions.

Write reports, policies, contracts, speeches, formal presentations, press releases, and/or technical and legal documents and correspondence, and compose emails in a clear and professional manner.

Drive a City vehicle.

Operate general office equipment to include scanner, printer, copier, fax, digital camera, telephone, and computer with Microsoft Office Suite.

Utilize specialized software and systems to include electronic ticketing system, fare payment platform, transit app, website, social media, customer relationship management system.

Working Conditions

Primary Work Location: Office environment.

Protective Equipment Required: None.

Environmental/Health and Safety Factors:

Relatively free from unpleasant environmental conditions or hazards.

Physical Demands:

Constantly requires fine dexterity, vision, and hearing. Frequently requires sitting, reaching, handling/grasping, and talking. Occasionally requires foot controls, standing, carrying, lifting, pushing/pulling, twisting, bending, crouching and stooping and walking. Sedentary strength demands include exerting up to 10 pounds occasionally or negligible weights frequently; sitting most of the time.

Mental Demands:

Frequently requires time pressures, performing multiple tasks simultaneously, and working closely with others as part of a team. Occasionally requires frequent change of tasks and tedious or exacting work. Rarely requires irregular schedule/overtime.

Americans with Disabilities Act Compliance

The City of Greenville is an Equal Opportunity Employer. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. Prospective and current employees should contact Human Resources to request an ADA accommodation.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

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