Program Manager, Customer Experience
Top Benefits
About the role
Marketing Statement
A career at TransLink and our family of companies means working with people with a wide range of skills and perspectives, all teaming up towards a common goal: preserving and enhancing the region's world-envied quality of life. Together, we connect the region and enhance its livability by providing a sustainable transit and transportation network, embraced by our communities and people.
At TransLink we are dedicated to building a workforce that reflects the diversity of the communities in which we live. We’re committed to fostering an inclusive, equitable and accessible workplace, recognizing the unique value and skills every individual brings.
Looking for a great place to work where your contributions are valued and you can make a difference in a vibrant city? At TransLink, one of BC’s Top Employers, you'll help make Metro Vancouver a better place to live, built on transportation excellence. Put your future in motion!
Responsibilities
PRIMARY PURPOSE
Provides project and program management expertise for the Customer Experience team. Leads and manages the initiation, planning design, development, implementation, integration and growth of different projects and programs in the Customer Experience portfolio. This role is crucial in developing and executing strategies to improve customer experience (CX) mandates across the organization and fostering a customer-centric culture.
KEY ACCOUNTABILITIES
Strategic Planning and Execution:
Develop and implement program-specific strategies that align with CX priorities and enterprise goals. Ensure all projects within the program are completed on time, within scope, and within budget. Provide leadership to cross-functional teams and stakeholders to progress on established milestones, and provide expertise, support, and guidance in the day-to-day operations and planning for multiple CX projects and programs aimed at improving Customer Experience.
Prepares project business opportunity documents, business cases (justifications and work plans) including development and assessment alternatives analysis, life cycle & financial analysis, development of scope, budget, schedule, implementation strategy and risk mitigation plans for assigned projects.
Manages project scope, schedule, reporting, budget and risk. Prepares scope of work definition, technical requirements, project specific requirements and project schedule constraints. Monitors and maintains project data and other project related documents, including invoice approval within defined authority levels. Coordinates administrative activities on program funding; project evaluations; assists in identifying success measurement standards for the project and/or phase.
Stakeholder Management:
Engage with key stakeholders across the organization to ensure alignment and support for program initiatives, and to deliver on the mandates and priorities in the enterprise-wide CX strategy and Customer Experience Action Plan.
Liaises with internal stakeholders including (but not limited to) various departments and Operating Companies, such as BCRTC & WCE, CMBC, Transit Police, Strategic Sourcing, Engineering and Transportation planning to ensure consistent process application, roles and responsibilities on Customer Experience projects. Oversees internal cross-functional/cross-entity design teams responsible for the project. Coordinates with Provincial staff, Municipal staff, and external organizations, such as Business Improvement Associations, to ensure compatibility with stakeholder processes and procedures and to ensure projects and programs are implemented with minimal disruption to operations.
Performance Monitoring, Risk Management, Reporting & Presentations:
Establish metrics and KPIs to measure program success. Regularly monitor progress; prepare, develop & provide project updates (reports, dashboards, PowerPoints, documents, memos, etc). Presents and reports the project progress, risks, expectations, timelines, milestones, achievements, areas for improvement, and key project metrics to senior leadership team. Provides recommendations and proposals to the senior leadership team on risk management and project delivery.
Identify potential risks and develop mitigation strategies to address them. Ensure that all program activities comply with organizational policies and regulatory requirements.
Resource Management:
Allocate resources effectively to ensure the successful delivery of program objectives. Manage budgets, timelines, and personnel to optimize program outcomes. Engages, and selects external resources and partnerships for the delivery and implementation of small, medium, and large-scale projects.
Participates in negotiating agreements and contracts, including consulting contracts. Prepare contracts, Requests for Proposals (RFP) and documents for projects, including terms and conditions, scope of work definition, technical requirements, project specific requirements and project schedule constraints
Manage contractors/vendors providing services to deliver on CX projects & programs and manage their performance, timeliness, deliverables, and overall contract compliance. Enforces contract terms with third parties; acts as single point of contact for assigned program and project matters. Monitors the quality of vendor services and highlights issues to Senior Management for adequate closure.
Oversees Specialists and external consultants as assigned that provide project management support to the CX projects and programs team.
Leads or supports the development of external partnerships for CX initiatives
Customer Focus & CX Expertise:
Ensure that program initiatives are aligned with customer needs and expectations. Leverages expertise in CX, ensuring that the strategies and initiatives developed address the priority areas of focus. Gather and analyze customer feedback to inform program decisions and improvements.
Continuous improvement:
Lead continuous improvement initiatives for CX programs, utilizing data collection and analysis to pinpoint areas for increased effectiveness and efficiency. Support the sustainability and advancement of processes within CX projects and strategies while applying a structured project management methodology across multiple strategic undertakings.
Develops, implements and controls the processes, procedures, guidelines and standards for customer experience programs.
Qualifications
EDUCATION AND EXPERIENCE
The requirements for this job are acquired through a bachelor’s degree in Business, or other related discipline, plus seven (7) years of progressive experience in monitoring and executing CX initiatives with large public and/or private organizations
OTHER REQUIREMENTS
Advanced technical skills in business planning and advanced knowledge of the principles, theories, concepts and practices of project management.
Advanced interpersonal skills to build and maintain relationships with multiple internal and external stakeholders, and provide specialized guidance and expertise to managers, staff, and customers; and to develop and manage critical relationships at all levels in the enterprise.
Advanced analytical and problem-solving skills to handle conflict resolution, facilitating discussion and alternatives to different approaches to resolve critical and high impact issues
Advanced time management and organization skills to balance and coordinate efforts across multiple, concurrent activities under time constraints.
Advanced verbal and written communication skills and developing and delivering presentations to various levels of management and Senior leadership.
Advanced level of Customer Experience knowledge and expertise: standards, techniques, tools, implementation frameworks, partners, troubleshooting, and support.
Solid technical skills in business and project management computer applications including Microsoft Office applications, Primavera P6 and other reporting and scheduling tools
Action-oriented, passionate, and tenacious to work through to the end of the program development and implementation
Solid leadership skills with the ability to manage and influence indirect reporting staff, and to provide specialized guidance and expertise to all levels of the organization.
Solid planning, organization, and time management skills with a strong ability to organize competing priorities.
PMP certification and Change Management experience is an asset.
Other Information
Recruitment Process: An applicant will be required to demonstrate their suitability for this position by meeting the minimum level of qualifications and experience in order to be invited into the selection process. A standard interview format will be used including general, scenario and behavioural descriptive interview questions.
Work Schedule
37.5 hours per week.
Work Designation
Hybrid
This position offers the flexibility of working both on-site and remotely within B.C.
Rate of Pay
The salary for this position ranges from $97,600 - $146,400 per annum. Actual salary offered will be based on education, experience, skills, and qualifications as they relate to the role.
We aim to provide competitive pay that reflects your professional background and expertise. We want to ensure our offer will align with your strengths considering experience, skills, and internal equity to offer a fair and equitable salary. The Total Compensation Package, which includes Extended Health, Dental, Transit Pass and enrollment in the Public Service Pension Plan as well as other employment offerings will be discussed in detail as your application progresses.
How to Apply
Please click the 'Apply' button at the top right corner of the page or go to http://www.translink.ca/careers to apply for this position and view instructions on the process.
INSTRUCTIONS: Please save your (1) cover letter, and your (2) resume as one pdf document prior to uploading your application on-line.
Posting Date:October 24, 2025
Closing Date:Open until filled
Please note that only those short listed will be contacted.
Having trouble applying? Please view the System Requirements & FAQ's by going to http://www.translink.ca/careers.
Equal Employment Opportunity
TransLink is committed to employment equity and building a diverse workforce, representative of the customers we serve and the many communities in the Metro Vancouver region. We welcome and encourage Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities to apply. Learn more about TransLink's commitment to equity, diversity and inclusion.
Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email us at jobs@translink.ca.
About TransLink
TransLink is Metro Vancouver’s regional transportation authority and as an enterprise, we’re proud to be one of BC’s Top Employers.
Stand on a street corner in Metro Vancouver and very likely, within a couple minutes, you’ll see us! We are the people and goods movers for our region. But, what does that mean?
We manage and operate an integrated regional transportation system — connecting communities by bus, rail, SeaBus, custom transit services, pedestrian and cycling paths, the Major Road Network and five bridges. Helping people and goods get from A to B — that’s our bread and butter. At the same time, we help deliver the region’s goal of creating a greener, more sustainable, more livable Metro Vancouver.
We serve 500,000 people a day — young and old from all parts of our region and all walks of life. We deliver them to the people and places that matter to them, and back again. Our employees are united by the common goal of delivering the best to our customers no matter where they work — the shop floor, in the drivers’ seat, planning for the future, managing our Compass Card system, keeping customers safe, or staffing our stations, just to name a few.
Our enterprise includes TransLink and three operating companies: B.C. Rapid Transit Company, Coast Mountain Bus Company, and Transit Police.
We’re delivering for today and planning for the future, and we’re always looking for top talent. Want to see where you fit in? Check out translink.ca/careers.
Program Manager, Customer Experience
Top Benefits
About the role
Marketing Statement
A career at TransLink and our family of companies means working with people with a wide range of skills and perspectives, all teaming up towards a common goal: preserving and enhancing the region's world-envied quality of life. Together, we connect the region and enhance its livability by providing a sustainable transit and transportation network, embraced by our communities and people.
At TransLink we are dedicated to building a workforce that reflects the diversity of the communities in which we live. We’re committed to fostering an inclusive, equitable and accessible workplace, recognizing the unique value and skills every individual brings.
Looking for a great place to work where your contributions are valued and you can make a difference in a vibrant city? At TransLink, one of BC’s Top Employers, you'll help make Metro Vancouver a better place to live, built on transportation excellence. Put your future in motion!
Responsibilities
PRIMARY PURPOSE
Provides project and program management expertise for the Customer Experience team. Leads and manages the initiation, planning design, development, implementation, integration and growth of different projects and programs in the Customer Experience portfolio. This role is crucial in developing and executing strategies to improve customer experience (CX) mandates across the organization and fostering a customer-centric culture.
KEY ACCOUNTABILITIES
Strategic Planning and Execution:
Develop and implement program-specific strategies that align with CX priorities and enterprise goals. Ensure all projects within the program are completed on time, within scope, and within budget. Provide leadership to cross-functional teams and stakeholders to progress on established milestones, and provide expertise, support, and guidance in the day-to-day operations and planning for multiple CX projects and programs aimed at improving Customer Experience.
Prepares project business opportunity documents, business cases (justifications and work plans) including development and assessment alternatives analysis, life cycle & financial analysis, development of scope, budget, schedule, implementation strategy and risk mitigation plans for assigned projects.
Manages project scope, schedule, reporting, budget and risk. Prepares scope of work definition, technical requirements, project specific requirements and project schedule constraints. Monitors and maintains project data and other project related documents, including invoice approval within defined authority levels. Coordinates administrative activities on program funding; project evaluations; assists in identifying success measurement standards for the project and/or phase.
Stakeholder Management:
Engage with key stakeholders across the organization to ensure alignment and support for program initiatives, and to deliver on the mandates and priorities in the enterprise-wide CX strategy and Customer Experience Action Plan.
Liaises with internal stakeholders including (but not limited to) various departments and Operating Companies, such as BCRTC & WCE, CMBC, Transit Police, Strategic Sourcing, Engineering and Transportation planning to ensure consistent process application, roles and responsibilities on Customer Experience projects. Oversees internal cross-functional/cross-entity design teams responsible for the project. Coordinates with Provincial staff, Municipal staff, and external organizations, such as Business Improvement Associations, to ensure compatibility with stakeholder processes and procedures and to ensure projects and programs are implemented with minimal disruption to operations.
Performance Monitoring, Risk Management, Reporting & Presentations:
Establish metrics and KPIs to measure program success. Regularly monitor progress; prepare, develop & provide project updates (reports, dashboards, PowerPoints, documents, memos, etc). Presents and reports the project progress, risks, expectations, timelines, milestones, achievements, areas for improvement, and key project metrics to senior leadership team. Provides recommendations and proposals to the senior leadership team on risk management and project delivery.
Identify potential risks and develop mitigation strategies to address them. Ensure that all program activities comply with organizational policies and regulatory requirements.
Resource Management:
Allocate resources effectively to ensure the successful delivery of program objectives. Manage budgets, timelines, and personnel to optimize program outcomes. Engages, and selects external resources and partnerships for the delivery and implementation of small, medium, and large-scale projects.
Participates in negotiating agreements and contracts, including consulting contracts. Prepare contracts, Requests for Proposals (RFP) and documents for projects, including terms and conditions, scope of work definition, technical requirements, project specific requirements and project schedule constraints
Manage contractors/vendors providing services to deliver on CX projects & programs and manage their performance, timeliness, deliverables, and overall contract compliance. Enforces contract terms with third parties; acts as single point of contact for assigned program and project matters. Monitors the quality of vendor services and highlights issues to Senior Management for adequate closure.
Oversees Specialists and external consultants as assigned that provide project management support to the CX projects and programs team.
Leads or supports the development of external partnerships for CX initiatives
Customer Focus & CX Expertise:
Ensure that program initiatives are aligned with customer needs and expectations. Leverages expertise in CX, ensuring that the strategies and initiatives developed address the priority areas of focus. Gather and analyze customer feedback to inform program decisions and improvements.
Continuous improvement:
Lead continuous improvement initiatives for CX programs, utilizing data collection and analysis to pinpoint areas for increased effectiveness and efficiency. Support the sustainability and advancement of processes within CX projects and strategies while applying a structured project management methodology across multiple strategic undertakings.
Develops, implements and controls the processes, procedures, guidelines and standards for customer experience programs.
Qualifications
EDUCATION AND EXPERIENCE
The requirements for this job are acquired through a bachelor’s degree in Business, or other related discipline, plus seven (7) years of progressive experience in monitoring and executing CX initiatives with large public and/or private organizations
OTHER REQUIREMENTS
Advanced technical skills in business planning and advanced knowledge of the principles, theories, concepts and practices of project management.
Advanced interpersonal skills to build and maintain relationships with multiple internal and external stakeholders, and provide specialized guidance and expertise to managers, staff, and customers; and to develop and manage critical relationships at all levels in the enterprise.
Advanced analytical and problem-solving skills to handle conflict resolution, facilitating discussion and alternatives to different approaches to resolve critical and high impact issues
Advanced time management and organization skills to balance and coordinate efforts across multiple, concurrent activities under time constraints.
Advanced verbal and written communication skills and developing and delivering presentations to various levels of management and Senior leadership.
Advanced level of Customer Experience knowledge and expertise: standards, techniques, tools, implementation frameworks, partners, troubleshooting, and support.
Solid technical skills in business and project management computer applications including Microsoft Office applications, Primavera P6 and other reporting and scheduling tools
Action-oriented, passionate, and tenacious to work through to the end of the program development and implementation
Solid leadership skills with the ability to manage and influence indirect reporting staff, and to provide specialized guidance and expertise to all levels of the organization.
Solid planning, organization, and time management skills with a strong ability to organize competing priorities.
PMP certification and Change Management experience is an asset.
Other Information
Recruitment Process: An applicant will be required to demonstrate their suitability for this position by meeting the minimum level of qualifications and experience in order to be invited into the selection process. A standard interview format will be used including general, scenario and behavioural descriptive interview questions.
Work Schedule
37.5 hours per week.
Work Designation
Hybrid
This position offers the flexibility of working both on-site and remotely within B.C.
Rate of Pay
The salary for this position ranges from $97,600 - $146,400 per annum. Actual salary offered will be based on education, experience, skills, and qualifications as they relate to the role.
We aim to provide competitive pay that reflects your professional background and expertise. We want to ensure our offer will align with your strengths considering experience, skills, and internal equity to offer a fair and equitable salary. The Total Compensation Package, which includes Extended Health, Dental, Transit Pass and enrollment in the Public Service Pension Plan as well as other employment offerings will be discussed in detail as your application progresses.
How to Apply
Please click the 'Apply' button at the top right corner of the page or go to http://www.translink.ca/careers to apply for this position and view instructions on the process.
INSTRUCTIONS: Please save your (1) cover letter, and your (2) resume as one pdf document prior to uploading your application on-line.
Posting Date:October 24, 2025
Closing Date:Open until filled
Please note that only those short listed will be contacted.
Having trouble applying? Please view the System Requirements & FAQ's by going to http://www.translink.ca/careers.
Equal Employment Opportunity
TransLink is committed to employment equity and building a diverse workforce, representative of the customers we serve and the many communities in the Metro Vancouver region. We welcome and encourage Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities to apply. Learn more about TransLink's commitment to equity, diversity and inclusion.
Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email us at jobs@translink.ca.
About TransLink
TransLink is Metro Vancouver’s regional transportation authority and as an enterprise, we’re proud to be one of BC’s Top Employers.
Stand on a street corner in Metro Vancouver and very likely, within a couple minutes, you’ll see us! We are the people and goods movers for our region. But, what does that mean?
We manage and operate an integrated regional transportation system — connecting communities by bus, rail, SeaBus, custom transit services, pedestrian and cycling paths, the Major Road Network and five bridges. Helping people and goods get from A to B — that’s our bread and butter. At the same time, we help deliver the region’s goal of creating a greener, more sustainable, more livable Metro Vancouver.
We serve 500,000 people a day — young and old from all parts of our region and all walks of life. We deliver them to the people and places that matter to them, and back again. Our employees are united by the common goal of delivering the best to our customers no matter where they work — the shop floor, in the drivers’ seat, planning for the future, managing our Compass Card system, keeping customers safe, or staffing our stations, just to name a few.
Our enterprise includes TransLink and three operating companies: B.C. Rapid Transit Company, Coast Mountain Bus Company, and Transit Police.
We’re delivering for today and planning for the future, and we’re always looking for top talent. Want to see where you fit in? Check out translink.ca/careers.