Director Special Projects - Office of Customer Experience and Transformation

Overview

Director Special Projects - Office of Customer Experience and Transformation

Job

Location:

DC/MD/VA Metro Locations

Full/Part Time:
Full-Time

Posting Open-Close 01/30/2026 - 02/14/2026

Union: NRP

Regular/Temporary:
Regular

Job Description

MARKETING STATEMENT :
The Washington Metropolitan Area Transit Authority (WMATA)/Metro serves millions of customers across the Washington area, working to make travel faster, safer and more efficient. To continue this work, we're hiring a Director of Special Projects who will report to the Executive Vice President, Chief Customer Officer.

The Director of Special Projects will drive prioritization and implementation of initiatives, connecting leadership, staff, and the community to improve the customer experience. This role will facilitate communication between divisions and departments, preparing briefings and presentations, motivating and ensuring that our team members have the information they need to be successful. We're looking for someone who enjoys building consensus and turning big goals into concrete steps.

This person will help ensure everyone at WMATA is working together, strengthen our ties with the community, and deliver real results that move Metro forward.

Education

• Bachelor
  ¿ s degree in Business Administration, Public Administration or a Program Management discipline field.

Experience

• A minimum of seven (7) years of demonstrated successful experience in overall project management within a large-scale organization.
• Experience and ability to conduct complex cost, budgetary, and statistical analyses and to develop, prepare, and monitor operating and capital budgets.
• Demonstrated experience in developing, managing, and implementing complex, high-profile project and programs.

Certification/Licensure

• N/A

Preferred

• Master
  ¿ s Degree highly preferred
• Lean Six Sigma Green Belt or higher preferred

The Director Special Projects leads a team and serves as a member of the senior leadership team within Operations. This position is tasked with defining, overseeing and supporting high-profile programs and projects to improve service quality and overall performance goals aligned with the vision and priorities of the Authority. This role facilitates and participates in ensuring streamlined activities within the organization.

This position serves as a conduit between the EVP and internal stakeholders and acts as the EVP
¿ s trusted counsel for critical matters within the department purview. Duties include, but are not limited to, managing and coordinating high level activities and collaborative efforts, analyzing departmental business metrics and making recommendations to improve internal business processes.

• Coordinates/orchestrates a wide range of projects and commitments directly involving the chief and their direct reports. Responsible for program and policy development activities, including conducting detailed data analyses; framing recommendations and options for executive consideration; developing detailed project and program plans; leading project and program implementation efforts and assessing impacts and results.
• Assists in the development, implementation and oversight of EVP
  ¿ s organizational policies, procedures, and the accompanying policy instructions, as well as regulations, long-range strategies, and outreach initiatives in conjunction with other agency-wide departments and initiatives

• Participates in the development of strategic goals, methods and action plans that include measurable objectives, fixed responsibilities, and established timelines. Monitors, evaluates, and recommends changes in the plan when appropriate.
• Conducts research and prepares recommendations for management of complex projects, business related technical initiatives, budget, operational and administrative problems affecting the EVP
  ¿ s organization
• Facilitates the coordination and control of major departmental projects consistent with both project and operational needs and secures commitment from affected Authority departments on contract documents, budget, and schedules.
• Serves as EVP
  ¿ s liaison and supports the needs of…