Sr. Rideshare Program Coordinator

SalaryPosition Range: $78,901.00 - $109,218.00 Hiring Range: $89,007.000 - $104,166.000 Most applicants’ offers will fall within this hiring range based on qualifications, experience, and alignment with the role’s needs.FLSA StatusExemptJoin the team that keeps the Tri-Cities moving! OUR MISSIONBen Franklin Transit (BFT) provides exceptional and cost-effective transportation services that consistently exceed customer expectations while promoting the principles and practices of livable communities and sustainable development.OUR VALUESWe value customer service, collaboration, diversity, fiscal accountability, innovation, sustainability and safety. Employees and representatives of BFT are expected to uphold our values and mission.NATURE OF POSITIONLead and coordinate the daily operations and execution of the Agency’s Rideshare programs (e.g., vanpool, carpool). This role provides operational oversight, serves as a subject matter expert, and ensures program effectiveness through supervision of staff, process improvements, and cross-functional collaboration. Supports program growth, compliance, and high-quality customer experience aligned with Agency goals.Essential Duties And ResponsibilitiesProvide day to day leadership and oversight of rideshare staff, including task prioritization, workflow coordination, and performance supportServe as the primary escalation point for complex customer service issues, including group disputes, policy interpretation, and service exceptionsOversee onboarding and full lifecycle management of program participants, ensuring consistency, compliance, and a high-quality customer experienceCoordinate and optimize daily program operations, including vehicle assignments, transfers, withdrawals, closed groups, and account changes to maximize resource utilizationAssist in leading staff training and development efforts, including onboarding, system usage, policy interpretation, and customer service standardsEnsure accuracy, timeliness, and coordination of billing processes, including discrepancy resolution, reporting, and audit supportPartner with internal departments to support fleet availability, utilization, and service continuityMonitor program performance metrics, analyze trends, and prepare reports with actionable recommendations for operational and service improvementsAssist in the development, refinement, and implementation of program policies, procedures, and service standardsCoordinate with external partners, vendors, and stakeholders to support program growth and retentionSupport and implement strategic initiatives such as fare structure updates, service expansion, and program enhancementsProvide cross-functional coordination to ensure alignment of program operations with organizational goalsLead or support special projects, operational planning efforts, and continuous improvement initiativesOther duties as assigned.Knowledge, Skills & AbilitiesAdvanced understanding of rideshare/vanpool program operations, policies, and applicable regulationsAbility to lead workflows, prioritize competing demands, and support team performance in a fast-paced environmentStrong analytical skills with the ability to interpret data, identify trends, and recommend improvementsAbility to resolve complex customer issues using sound judgment and policy interpretationStrong communication skills, including the ability to train staff and present information clearly to diverse audiencesAbility to build collaborative relationships across departments and with external partnersProficiency in program systems, databases, and reporting tools; ability to learn and implement new technologiesDemonstrated ability to maintain confidentiality and handle sensitive information appropriatelyKnowledge of and ability to ensure compliance with agency policies, safety requirements, and applicable federal, state, and local regulationsFocus on tasks and recall details; handle frequent interruptions.Other CharacteristicsCollaboration: Shares time and knowledge with others; adjusts priorities as circumstances dictate; follows through on commitments, accepts responsibility for actions, resolves interpersonal conflicts constructively. Diversity: Demonstrates an awareness and respect of cultural and individual values. Treats all people with dignity, courtesy and respect.Fiscal Accountability: Actively contributes to the productivity of the agency; demonstrates good stewardship of company time and resources; displays high standards of ethical conduct.Customer Service: Anticipates the needs of internal and external customers; delivers quality work products and services within expected timeframes. Considers and responds appropriately to people in various situations.Innovation: Considers new approaches to situations; encourages ideas and improvements.Sustainability: Actively encourages environmental benefits and the conservation of natural resources.Safety: Adheres to safety related laws, regulations, standards, and practices; performs work in a safe manner; encourages and supports others to be safe while at work.Minimum QualificationsAssociates Degree from an accredited institution and five-years of relevant experience; or any equivalent combination of experience, training, and education.Licenses, Certifications & Other RequirementsNone.Preferred QualificationsBachelor’s Degree from an accredited institution and previous transit experience.Physical RequirementsOccasionally stand and walk; intermittently kneel, stoop, bend and twist at the waist, and reach overhead; sit for long periods of time. Rarely kneel, crouch, or crawl. Occasionally lift, push/pull, or carry up to 40 pounds.Good vision to read print and computer screen. Hear and speak to communicate in person, before groups, and over the telephone. Manual dexterity of hands and fingers to include repetitive keyboarding, grasping and reaching to operate a computer keyboard, mouse and/or standard office equipment.WORKING CONDITIONSWork is primarily performed in an office environment where noise, distractions, and lack of privacy may be present. Operate a motor vehicle. Occasional exposure to outside environmental conditions when performing field work.If you want to give back to the community, consider hopping onboard the team that's going places!Equal Employment Opportunity (EEO) PolicyBen Franklin Transit (BFT) is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. It is BFT’s policy to employ, train, promote, compensate, and provide conditions of employment without regard to a person’s race, color, sex, disability, religion, national origin, age, veteran’s status, citizenship, or any other status protected by applicable law.Drug-Free Workplace PolicyBen Franklin Transit (BFT) is a drug-free workplace.The purpose of this policy is to ensure worker fitness for duty and to protect our employees, passengers, and the public from the risks posed by the use of alcohol and prohibited drugs.Participation in BFT’s zero tolerance drug-free workplace policy is a condition of employment.