Transit Ambassador Jobs (NOW HIRING)

Summary This opportunity is only open to current King County employees. External candidates will not be considered. Metro Transit's Safety, Security, and Quality Assurance (SSQA) Division seeks to hire a skilled and dedicated Safety, Security, and Fare Enforcement (SaFE) Ambassador Lead.

In this role, you will manage daily program operations, train and lead SaFE Ambassadors, and perform essential project management functions that strengthen program performance and ensure consistent high-quality service delivery. SaFE Ambassadors are part of a pilot program supporting both riders and transit operators. Working at Metro Transit Centers and neighborhood bus stops, the SaFE Ambassadors offer in-person customer service including wayfinding, fare information, submitting facilities requests, and other customer support services.

Interacting with both the public and transit operators, they provide riders with tools to encourage rider confidence and knowledge of the system. Metro's SaFE Reform Initiative seeks to advance equity by building upon Metro's past efforts and current work with partners. In collaboration with the community, customers, employees, labor, and the King County Sheriff's Office, we are guiding reform of the department's safety, security, and fare enforcement functions including building relationships and resource allocation.

SaFE's work informs practices, policies, and department-wide procedures to eliminate harm and emphasize customer and employee well-being. In June 2020, the King County Executive declared that racism is a public health crisis and Metro's Strategic Leadership team committed to becoming an anti-racist, pro-equity organization. Find more information here.

Safety, Security & Quality Assurance Mission: We provide leadership and the highest level of support and customer focus to continuously improve Metro's safety culture and security practices in order to best protect Metro employees, patrons and the communities we serve from harm. This recruitment will be used to fill one (1) Term-Limited Temporary (TLT) or Special Duty Assignment (SDA) position expected to last through December 31, 2027, with the possibility of extension. Additionally, the selection process may be used to generate an eligibility pool for future TLT/SDA positions that may occur within this classification.

The eligibility pool will be retained for 12 months from the date of posting and may be used at the discretion of the hiring authority. The SaFE Ambassador Lead is the Transit Project/Program Manager II classification. Job Duties Applying equity and social justice principles is a daily responsibility and foundational expectation for all King County employees.

In this role, you will apply equity and social justice principles that exemplify shared values, behaviors, and practices to all aspects of this work. As the SaFE Ambassador Lead, you will actively integrate these values into all aspects of your work including the following duties: Lead daily operations of the SaFE Ambassador Program, including oversight of field operations, monitoring service quality, and ensuring adherence to program policies, procedures, and established standards. Coordinate staffing, schedules, and daily field deployment to ensure adequate coverage and smooth operational flow.

Lead and support SaFE Ambassadors through coaching, mentoring, and performance feedback to strengthen customer service and SaFE-related competencies. Conduct SaFE Ambassador Program recruitment, onboarding, training, and professional development activities to promote role readiness and foster continued career development. Develop, maintain, and update standard operating procedures, including accountability measures and documentation.

Facilitate recurring team meetings (daily, weekly, monthly), track action items, and follow up on recommendations. Identify, troubleshoot, and respond to field issues, escalating concerns to SaFE leadership when appropriate. Build trust and maintain professionalism by upholding confidentiality and fostering a safe, inclusive, and customer-focused work environment.

Collaborate closely with internal and external partners and diverse teams including the SaFE Initiative Lead, transit operations, security teams, and community organizations to support coordinated service delivery. Manage inventory and operational supplies to ensure program readiness. Review, validate, and track engagement data and operational reports to support program improvements.

Frequent walking, standing, lifting, and carrying of items. Perform other duties as assigned to support SaFE program goals. Experience, Qualifications, Knowledge, Skills We are looking for candidates who meet the following minimum qualifications: Project management experience including coordinating staff, tracking progress, and organizing day-to-day work to meet deadlines.

Experience leading frontline staff in customer service, transit, public safety, hospitality, outreach, or community engagement settings by coordinating daily operations, assigning work, and responding to shifting operational priorities in a fast-paced environment. Demonstrated ability to coach, mentor, and develop employees while fostering a positive, inclusive, and accountable team culture. Experience organizing and facilitating employee onboarding and training.

Experience identifying training needs and developing training strategies, plans, and materials. Ability to deliver complex information and training to diverse audiences in a clear, accessible manner. Strong written and verbal communication skills, including standard operating procedure (SOP) development, preparing reports, documenting incidents, presenting information to diverse audiences, and creating written or visual training guides.

Proven customer service experience in dynamic, fast-paced environments. Strong organizational and time management skills with the ability to manage multiple priorities. Ability to work independently, exercise sound judgment, and make timely decisions in the field.

Ability to work effectively within diverse teams and across all organizational levels including frontline engagement. Ability to build collaborative working relationships with a diverse workforce, internal and external partners, and community organizations. Demonstrated skill in de-escalating conflict and resolving customer concerns using effective communication and problem-solving techniques.

Experience collecting, reviewing, and analyzing data to support performance measurement and continuous improvement. Proficiency with Microsoft Office Suite (Outlook, Excel, Word, Teams, and PowerPoint) and familiarity with data collection and reporting tools such as Microsoft Forms, SharePoint, and Power BI. Highly competitive candidates will have the following desired (but not required) qualifications: Project management experience in community engagement and/or DEI-focused efforts.

Knowledge of trauma-informed, customer-centered, and equity-focused service delivery practices. Knowledge of transit operations, customer service standards, and public-facing programs. Experience working with culturally, linguistically, and socioeconomically diverse communities including a deep understanding of systemic inequities and their regional impact.

Background in serving diverse and vulnerable populations, including individuals with disabilities or limited English proficiency. Familiarity with SaFE Reform initiatives and public safety-related programs. Experience navigating public transit systems.

Knowledge of Puget Sound geography and community landscape. Supplemental Information Who may apply: We are only accepting applications from current King County employees. External candidates will not be considered.

How to apply: If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request an accommodation or assistance in the application or assessment process, or if you have questions, please contact: Talent Advisor Sarah Ottele at sottele@kingcounty.gov. Required Application Materials: The following application materials are required: An online King County application updated with accurate contact information and relevant work history going back at least 10 years (or more, if necessary) with all job duties clearly explained

Completed supplemental questions. Responses to supplemental questions must be supported and verifiable by information found within your application materials. A cover letter no longer than two (2) pages articulating why this specific role and SaFE Reform interests you.

Also address the following prompt: King County Metro is committed to becoming an anti-racist, pro-equity mobility agency. Please tell us how you've applied one or more of the following four equity compacts to your work: share in power disrupt business as usual replace it with something better get comfortable with discomfort Selection Process: Applications will be screened to determine whether candidates meet the minimum qualifications, as well as for completeness and competitiveness. Applications submitted without the required application materials listed above may be deemed incomplete and be removed from consideration.

Additional documents, such as resumes, will not be reviewed if submitted. Please ensure all relevant work experience is included in your King County application. The most competitive applicants may be invited to participate in skill testing and one or more interviews, including a presentation component.

Formal offers will be finalized after candidates have successfully completed any necessary pre-employment processes, such as internal record reviews or reference checks, driver's abstract review, and criminal background check. Work Schedule: Employees will work 40 hours per week on a flexible work schedule as approved by their immediate supervisor with typical work hours between 6:00 a.m. and 6:00 p.m., Monday through Friday

Schedule assignments are subject to the staffing needs of the department. Some projects may require alternate hours as needed, including occasional evenings and/or weekends. Work Location: This position follows a hybrid work schedule requiring up to 5 days per week onsite at King Street Center, consistent with King County Metro's hybrid work policy.

Remote workdays may be adjusted based on operational or business needs. Work will require travel to various locations within the Transit service area. This position will be performed both indoors and outdoors and inclement weather.

Employees will have access to shared workspaces at various King County facilities. Employees must reside in Washington state and within a reasonable distance to their King County work site to respond to workplace reporting requirements. Classification / Union / Job Code / Grade: Transit Project/Program Manager II / Professional and Technical Employees Local 17 (PROTEC17 - C4) / 243207 / 59 Necessary Special Requirements: Driver's Abstract Review (to be conducted prior to formal offer of employment): Applicants must possess a valid driver's license with acceptable five-year driving record.

Any of the following violations in the last five years will automatically disqualify candidates under consideration: Reckless or negligent driving Driving under the influence or driving while intoxicated Hit and run accident citation Vehicular homicide or vehicular assault Open container citation More than one at-fault accident (does not include non at-fault accidents) Any 1 suspension for a moving violation 3 or more moving violations Any license suspension, revocation, cancellation or disqualification based on a traffic or moving violation License restrictions (such as an ignition interlock device requirement) Any convictions for reckless or negligent driving, hit and run, leaving the scene of an accident, driving while under the influence of alcohol or drugs, vehicular assault or homicide Any alcohol, drug or test refusal related occurrences Any other driving record incidents or occurrences that provide a reasonable basis to question the applicant's ability to provide safe and public transportation Employees must possess a Washington State driver's license within 30 days of hire. Criminal Background Check Requirement (to be conducted prior to formal offer of employment): Where the criminal conviction relates reasonably to the fitness to perform the job duties, Metro Transit has a responsibility to ensure a safe and reliable public transportation system for its passengers and its employees. The following criminal convictions may establish an impermissible nexus with positions that require interaction with the general public and/or, unsupervised access to other employees or the general public and/or, responsibility for the maintenance and safety of Metro Transit property: Crimes of a sexual nature committed against an individual including, but not limited to, rape, child molestation, and unlawful sexual acts.

Any crime of a sexual nature that results in inclusion on the national sex offender registry. Crimes involving violent or assaultive behavior including, but not limited to, murder, manslaughter, rape, robbery, assault, battery, kidnapping, extortion, carrying or use of a deadly weapon. Crimes involving the physical control, sale, use, transportation of controlled substances, and/or operating a motor vehicle while under the influence of drugs or alcohol.

Note - the nexus of prior misdemeanor and gross misdemeanor convictions related to marijuana should be evaluated carefully in light of SB 5605, Misdemeanor Vacating for Marijuana. Crimes involving dishonesty such as fraud, embezzlement, the mishandling, theft, and/or the misappropriation of funds or property, or possession of stolen property. Crimes involving serious or repeated discrimination or harassment based on race, creed, color, religion, sex, gender identity, disability, or sexual orientation (municipal law applies in Seattle).

The above do not constitute a comprehensive list of convictions with a potential nexus to Metro Transit classifications, nor do they automatically disqualify an applicant from further employment consideration. For additional information please refer to: RCW 43.43.830. King County's work is inspired and guided every day by our mission to make King County a vibrant, inclusive, and resilient region where every individual and community is safe, connected, housed, healthy, and empowered to succeed

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