What are the responsibilities and job description for the Head of Customer Service position at Transdev?
Head of Customer Service
Position Contingency Notice: This position is associated with Bay State Rail’s proposal to operate the MBTA Commuter Rail network. Employment opportunities for this role are contingent upon Bay State Rail being awarded the contract and successful contract mobilization.
About Bay State Rail
Bay State Rail is a joint venture between Transdev North America and Transport UK and is one of three teams pursuing the opportunity to operate the MBTA Regional Rail network. Our team brings the expertise and vision needed to transform Boston regional rail into a service built for the common good. We are committed to delivering a modern, dependable rail system that strengthens communities, eases congestion, and drives a more sustainable future.
Position Summary
The Head of Customer Service leads customer experience strategy and service delivery for a complex commuter rail system in the Greater Boston region. This executive leadership role is responsible for overseeing all customer service operations, passenger communications, service recovery coordination, complaint resolution, and customer-facing service standards to ensure a safe, responsive, and high-quality rider experience.
We’re proud to offer:
- Competitive compensation package of minimum $200,000 – maximum $280,000
- In addition to base salary, this role is eligible for an annual Short-Term Incentive (STI) opportunity
Job Profile
- Lead all customer service operations, public information programs, and customer experience initiatives across the commuter rail network.
- Serve as the senior executive dedicated to customer service issues, empowered to improve service delivery and resolve rider concerns.
- Direct customer communications and service information during normal operations, planned outages, delays, emergencies, and service disruptions.
- Coordinate alternate transportation services, including bus substitution during outages, weather events, incidents, and service interruptions under guidance from Transportation Management and dispatch.
- Maintain close coordination with MBTA Railroad Operations, the MBTA Customer Service Department, Safety Compliance leadership, and Accessibility teams.
- Lead complaint investigation and resolution processes, ensuring prompt response and effective issue resolution to Rider complaints.
- Liaise with other modes of transportation within the Massachusetts Bay area to ensure best practices are adopted, lessons learned are shared, and the customer is represented across all modal discussions.
- Liaise with Transdev and Transport UK senior leaders on best practice sharing, lessons learned and proactive knowledge transfer.
Qualifications
Required
- Minimum 5 years of progressive customer service leadership experience in passenger transportation, commuter rail, transit, aviation, or related industries.
- Experience managing customer communications and service recovery during operational disruptions.
- Demonstrated success leading customer service teams and complaint resolution programs.
- Experience working in a highly regulated, safety-sensitive operating environment.
- Strong knowledge of:
- Passenger communications and service delivery
- Incident and disruption response coordination
- Customer contact center operations
- Service recovery and alternate transportation coordination
- Performance metrics and customer satisfaction management
Preferred
- Experience in commuter rail or public transit operations strongly preferred.
- Bachelor’s degree in Business, Communications, Transportation, Public Administration, or related field preferred.
- Experience coordinating with public agencies and accessibility.
- Experience working in a unionized environment.
The ideal candidate is a high-performing strategic leader who drives results and inspires others through integrity, accountability, and strong communication. Combines business acumen and continuous improvement to achieve sustainable business outcomes and enhance customer experience. Builds trust through self-awareness and ethical leadership while empowering others to reach their full potential. Cultivates strong stakeholder relationships, high-performing teams, and creates organizational agility to successfully navigate change and deliver long-term success.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodation for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact us.HR.TalentAcquisition@transdev.com
Drug-free workplace:
Transdev maintains a drug-free workplace. Applicants must:
- Successfully pass a pre-employment drug screen.
About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.
Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
California applicants:Please Click Here for CA Employee Privacy Policy.
Job Category: Management
Job Type: Full Time
Work Type: No Remote
Req ID: 8721
Pay Group: VDD
Cost Center: NONE
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.
Drug-free workplace
If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.
California applicants: Please Click Here for CA Employee Privacy Policy.
About Transdev
Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.
Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.
Salary : $200,000 - $280,000