VIA Metropolitan Transit
Executive Assistant to SVP of Customer Care and Support
VIA Metropolitan Transit, San Antonio, Texas, United States, 78208
GENERAL DESCRIPTION OF WORK:
Provides advanced and confidential administrative, operational, and project coordination support to the Senior Vice President (SVP) of Customer Care & Support. This position supports the SVP in overseeing customer-facing programs including call center operations, complaint resolution, lost‑and‑found, digital customer service channels, and frontline ambassador programs. Work involves managing executive priorities, coordinating division-wide activities, preparing materials for internal and external stakeholders, and ensuring timely execution of tasks that support safe, efficient, and high-quality customer service. Responsibilities require strong judgment, discretion, organization, and the ability to work independently while supporting a high-volume, fast-paced executive office. ESSENTIAL FUNCTIONS:
Manage a complex and frequently shifting calendar, including high-level meetings, presentations, community events, and engagements involving internal leaders, board members, elected officials, and external partners. Prepare meeting materials, agendas, presentations, briefing documents, talking points, and follow-up action summaries for the SVP. Serve as the primary point of contact for internal and external inquiries to the SVP, ensuring timely and appropriate communication. Screen, prioritize, and draft email and written correspondence on behalf of the SVP. Assist with tracking key deadlines, initiatives, commitments, and follow-ups to ensure accountability and alignment with organizational priorities. Coordinate division-wide activities including leadership team meetings, project reviews, working sessions, and cross-functional collaborations related to customer care strategy, performance metrics, and digital service improvements. Support the development and monitoring of reports, dashboards, and presentations related to call center performance, customer experience metrics, complaint trends, and other operational data. Assist in maintaining documentation and tracking progress for strategic initiatives, performance goals, and customer service improvement efforts. Facilitate communication and workflows between the SVP and departmental managers overseeing call center operations, complaint resolution, ambassador programs, and digital service channels. Manage travel arrangements, expense reports, procurement requests, and tracking of budget-related activities for the SVP's office. Support policy and procedure development, ensuring documents are properly formatted, distributed, updated, and archived. Organize logistics for meetings hosted by the SVP, including space reservations, virtual meeting setup, attendee coordination, and material preparation. Maintain confidential files, contact lists, and division records with exceptional discretion and accuracy. Coordinate with internal departments, including Operations, Communications, IT, Safety, and others to support customer-focused initiatives and ensure smooth information flow. Assist the SVP in preparing for engagements with community groups, government entities, partner organizations, and industry collaborators. Support preparation of materials for executive leadership meetings, board briefings, and other high-visibility internal or external engagements. Model VIA's values of professionalism, courtesy, and customer-first service in all interactions. Maintain strict confidentiality and demonstrate integrity in handling sensitive personnel, customer, and organizational information. Support the SVP's commitment to a safe workplace by following organizational safety practices, exercising good judgment, and reporting hazards or concerns promptly. This job description excludes marginal functions that are incidental to performing the job. Other duties may exist. REQUIRED EDUCATION AND EXPERIENCE:
Bachelor's Degree in Business Administration or related field and at least 3 years' experience as an administrative professional supporting VP or above or governmental executives. Experience may be substituted in lieu of education on a year-for-year basis for up to four years. PREFERRED QUALIFICATIONS:
None ADDITIONAL REQUIREMENTS:
Strong organizational and time-management skills, with the ability to manage multiple priorities and meet tight deadlines. Excellent verbal and written communication skills. High degree of professionalism, discretion, and integrity when handling confidential matters. Strong analytical skills and sound judgment. Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint), digital collaboration tools, and comfort learning new software. Ability to work independently, take initiative, and anticipate the needs of the SVP. Strong interpersonal skills and the ability to work effectively with staff at all levels. Flexibility and adaptability to changing priorities and operational needs. Commitment to accuracy, follow-through, and high-quality work. Must be able to maintain good work attendance. Must comply with and support all applicable VIA EEO Policies and Procedures. SAFETY ACCOUNTABILITY STATEMENT:
Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers. Demonstrate a professional commitment to assure compliance with all organizational policies, practices, and programs related to safety, health, and system security. Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department. Employees are responsible, and required, to stop a job/task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used. PHYSICAL REQUIREMENTS:
Physical ability required to be mobile, bend, stoop, stand, reach, and occasionally lift 5-25 pounds of objects, such as files, equipment and supplies, and books. WORK ENVIRONMENTS:
Work involves deadlines and multiple priorities. Works within normal office environment. Work often involves irregular hours. May require both local and out of town travel. VIA is an Equal Employment Opportunity Employer, providing equal opportunity to all qualified individuals, regardless of race, color, religion, age, sex, national origin, veteran status, genetic information, or disability.
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Provides advanced and confidential administrative, operational, and project coordination support to the Senior Vice President (SVP) of Customer Care & Support. This position supports the SVP in overseeing customer-facing programs including call center operations, complaint resolution, lost‑and‑found, digital customer service channels, and frontline ambassador programs. Work involves managing executive priorities, coordinating division-wide activities, preparing materials for internal and external stakeholders, and ensuring timely execution of tasks that support safe, efficient, and high-quality customer service. Responsibilities require strong judgment, discretion, organization, and the ability to work independently while supporting a high-volume, fast-paced executive office. ESSENTIAL FUNCTIONS:
Manage a complex and frequently shifting calendar, including high-level meetings, presentations, community events, and engagements involving internal leaders, board members, elected officials, and external partners. Prepare meeting materials, agendas, presentations, briefing documents, talking points, and follow-up action summaries for the SVP. Serve as the primary point of contact for internal and external inquiries to the SVP, ensuring timely and appropriate communication. Screen, prioritize, and draft email and written correspondence on behalf of the SVP. Assist with tracking key deadlines, initiatives, commitments, and follow-ups to ensure accountability and alignment with organizational priorities. Coordinate division-wide activities including leadership team meetings, project reviews, working sessions, and cross-functional collaborations related to customer care strategy, performance metrics, and digital service improvements. Support the development and monitoring of reports, dashboards, and presentations related to call center performance, customer experience metrics, complaint trends, and other operational data. Assist in maintaining documentation and tracking progress for strategic initiatives, performance goals, and customer service improvement efforts. Facilitate communication and workflows between the SVP and departmental managers overseeing call center operations, complaint resolution, ambassador programs, and digital service channels. Manage travel arrangements, expense reports, procurement requests, and tracking of budget-related activities for the SVP's office. Support policy and procedure development, ensuring documents are properly formatted, distributed, updated, and archived. Organize logistics for meetings hosted by the SVP, including space reservations, virtual meeting setup, attendee coordination, and material preparation. Maintain confidential files, contact lists, and division records with exceptional discretion and accuracy. Coordinate with internal departments, including Operations, Communications, IT, Safety, and others to support customer-focused initiatives and ensure smooth information flow. Assist the SVP in preparing for engagements with community groups, government entities, partner organizations, and industry collaborators. Support preparation of materials for executive leadership meetings, board briefings, and other high-visibility internal or external engagements. Model VIA's values of professionalism, courtesy, and customer-first service in all interactions. Maintain strict confidentiality and demonstrate integrity in handling sensitive personnel, customer, and organizational information. Support the SVP's commitment to a safe workplace by following organizational safety practices, exercising good judgment, and reporting hazards or concerns promptly. This job description excludes marginal functions that are incidental to performing the job. Other duties may exist. REQUIRED EDUCATION AND EXPERIENCE:
Bachelor's Degree in Business Administration or related field and at least 3 years' experience as an administrative professional supporting VP or above or governmental executives. Experience may be substituted in lieu of education on a year-for-year basis for up to four years. PREFERRED QUALIFICATIONS:
None ADDITIONAL REQUIREMENTS:
Strong organizational and time-management skills, with the ability to manage multiple priorities and meet tight deadlines. Excellent verbal and written communication skills. High degree of professionalism, discretion, and integrity when handling confidential matters. Strong analytical skills and sound judgment. Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint), digital collaboration tools, and comfort learning new software. Ability to work independently, take initiative, and anticipate the needs of the SVP. Strong interpersonal skills and the ability to work effectively with staff at all levels. Flexibility and adaptability to changing priorities and operational needs. Commitment to accuracy, follow-through, and high-quality work. Must be able to maintain good work attendance. Must comply with and support all applicable VIA EEO Policies and Procedures. SAFETY ACCOUNTABILITY STATEMENT:
Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers. Demonstrate a professional commitment to assure compliance with all organizational policies, practices, and programs related to safety, health, and system security. Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department. Employees are responsible, and required, to stop a job/task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used. PHYSICAL REQUIREMENTS:
Physical ability required to be mobile, bend, stoop, stand, reach, and occasionally lift 5-25 pounds of objects, such as files, equipment and supplies, and books. WORK ENVIRONMENTS:
Work involves deadlines and multiple priorities. Works within normal office environment. Work often involves irregular hours. May require both local and out of town travel. VIA is an Equal Employment Opportunity Employer, providing equal opportunity to all qualified individuals, regardless of race, color, religion, age, sex, national origin, veteran status, genetic information, or disability.
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