Senior Program Coordinator, Commute
On-site · Belen, Provincia de Guanacaste, Republic of Costa Rica
Job Summary
Senior Program Coordinator, Commute responsible for leading the customer experience program for managed parking and shuttle services. Supervises and develops customer experience representatives, coaches team members to become subject matter experts in employee commuting options (parking, shuttles, rideshare, transit, carpool, bike, and walk), develops standardized training/onboarding, and uses KPIs to monitor performance (email response time, ticket resolution, accuracy) and ensure SLAs. Coordinates with program managers and vendors, oversees monthly parking processes and communications, and drives continuous improvement through collaboration with parking management and shuttle providers. Maintains audit processes for emails and workflows, reports on program metrics, and facilitates stakeholder communications and presentations.
Required Qualifications
- 2+ years of experience in transportation demand management, communications, customer service, or related field
- Program management and program development experience
- Proven team leadership experience
- Enthusiasm for sustainable transportation
- Excellent written and verbal communication skills
- Strong organizational and analytical skills
- Ability to provide efficient, timely, reliable, and courteous service to customers
- Experience building consensus across diverse stakeholders and driving complex, cross-functional programs in a fast-paced environment
- Public speaking skills and ability to lead effective meetings
- Intermediate proficiency in Microsoft Office Suite; ability to quickly learn and adapt to various software applications
- General knowledge of financial terms and principles; ability to calculate intermediate figures such as percentages, discounts, and commissions
- Ability to comprehend, analyze, and interpret complex documents
- Advanced analytical and quantitative skills.
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