Assistant General Manager-Experience & Innovation

This position is open until filled - initial review to begin July 13, 2026. Apply by attaching cover letter and resume with completed application to be considered. We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us on our website. We are committed to supporting a diverse workforce that reflects the communities we serve. Metro Transit is one of the country's largest transit systems, employs more than 3,000 people, and provides an integrated network of buses and light rail trains, as well as resources for those who carpool, vanpool, walk, or bike in the Twin Cities. How your work would contribute to our organization and the Twin Cities region: The Assistant General Manager (AGM), Experience and Innovation, provides executive-level leadership for customer experience, employee experience, business technology, and strategic project functions. The AGM serves as Metro Transit’s chief innovator, responsible for identifying, piloting, and scaling initiatives that strengthen customer satisfaction and responsiveness, enhance employee engagement and organizational culture, and improve overall operational efficiency. Serving as a member of the Metro Transit leadership team, the AGM represents Metro Transit to the Metropolitan Council, elected officials, regional stakeholders, and industry partners. This position establishes the strategic vision for innovation, directs multi-million-dollar operating and capital resources, and ensures that Metro Transit Forward goals are achieved through transformative ideas, systems, and practices that enhance service delivery for both customers and employees. Anticipated Salary: ANNUALLY $165,339.20 - $ 237,500. Leadership & Strategy Create, establish, and lead the Innovation and Experience Department within Administration. Providing executive leadership for customer experience, employee experience, business systems, and major innovation projects. Develop and implement innovated strategies aligned with Metro Transit Forward, Metropolitan Council policy goals and regional equity priorities. Serve as an executive advisor to the Deputy General Manager, shaping organizational direction on innovation, technology, culture transformation, and customer/employee satisfaction. Build alignment across divisions and executive leaders to embed customer and employee insights in all levels of decision-making. Innovation & Transformation Identify, pilot, and scale new approaches that improve transit reliability, accessibility, and customer satisfaction. Lead cross-functional innovation projects that integrate workforce engagement, digital modernization, and customer service improvements. Foster an organizational culture of creativity, accountability, and continuous improvement. Monitor industry trends, evaluate national best practices, and establish Metro Transit as a regional and national leader in transit innovation. Customer & Employee Experience Executive-level oversight of customer experience and sentiment initiatives, including contact centers, digital platforms, surveys, advisory committees, and feedback integration systems. Executive-level guidance of employee experience strategies and initiatives, including workforce culture, growing our peer support program, engagement programs, and the Great Workplace initiative, strengthening employee retention, resilience, and satisfaction. Ensure policies and systems improve accessibility, equity, and inclusion for both customers and employees. Technology & Projects Provide executive oversight of business systems and technology modernization initiatives. Direct capital and enterprise projects that deliver real-time information, mobile, and digital tools, and enterprise analytics. Ensure technology and project investments align with customer priorities, employee experience, and long-term strategic goals. Stakeholder Engagement & Representation Represent Metro Transit at Metropolitan Council meetings, with elected officials, external partners, and in national forums. Serve as executive sponsor for priority innovation initiatives and regional collaborations. Communicate effectively with diverse audiences, ensuring transparency and accountability in decision-making. Performance, Budget, and Accountability Oversee and direct the development of the division’s operating and capital budgets, ensuring strategic alignment and fiscal stewardship. Identify and pursue external funding opportunities, including grants and regional partnerships. Regularly present findings, progress, and future vision to executive leadership, the Council, and community stakeholders. Any combination of education and experience in Business Administration, Public Administration, Transportation, Organizational Development, Technology Management, or a related field will be considered. Experience must include progressively responsible executive or senior management roles in a large, complex organization. High School diploma/GED with fourteen (14) years of experience, including five (5) years of senior management experience leading multiple divisions or departments. Associate’s degree with twelve (12) years of experience, including five (5) years of senior management experience leading multiple divisions or departments. Bachelor’s degree or higher with ten (10) years of experience, including five (5) years of senior management experience leading multiple divisions or departments. Master’s degree or higher with eight (8) years of experience, including five (5) years of senior management experience leading multiple divisions or departments. Preferred Qualifications: Master’s degree in Public Administration, Business, Transportation, Organizational Development, or a related field. Executive experience overseeing customer experience, workforce culture, and enterprise technology projects. Proven ability to influence governing boards, elected officials, and external stakeholders. Experience leading organizational transformation and embedding equity in large-scale initiatives. What additional skills and experience would be helpful in this job (desired qualifications): Experience centralizing or leading administrative functions within a large, multi-divisional organization. Experience overseeing workforce develo