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.

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 agency-wide innovation 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Experience centralizing or leading administrative functions within a large, multi-divisional organization.
• Experience overseeing workforce development, succession planning, and training programs.
• Experience managing budgets, contracts, and quality-assurance systems.
• Knowledge of operational technology development and implementation.
• Experience leading through organizational change, growth, or restructuring.
• Strong communication skills sufficient to communicate with internal and external stakeholders.

• Strategic Leadership: Ability to set and execute enterprise vision, align diverse divisions, and balance operational needs with long-term goals.
• Innovation & Change Management: Expertise in piloting and scaling new ideas, embedding equity in systems, and driving cultural transformation.
• Customer & Employee Focus: Skilled at translating customer and workforce feedback into enterprise strategies and outcomes.
• Financial & Project Management: Proficiency in developing and managing large budgets, overseeing capital projects, and securing external funding.
• Political & Stakeholder Acumen: Ability to represent Metro Transit effectively with elected officials, stakeholders, and the public on sensitive and high-profile issues.
• Communication & Influence: Exceptional communication skills, with the ability to inspire diverse audiences and motivate teams across all organizational levels.
• Equity & Inclusion: Commitment to advancing equity and accessibility for employees and customers through policies, programs, and system design.

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
• We encourage our employees to develop their skills through on-site training and tuition reimbursement.
• We provide a competitive salary, excellent benefits and a good work/life balance.
• Career advancement opportunities.

More about why you should join us!

Union/Grade: Non-Represented Classified/Grade E-1
FLSA Status: Exempt
Safety Sensitive: No

What your work environment would be:
Office environment with periodic travel to bus, rail, and maintenance facilities. May require attendance at Council and community meetings.

What steps the recruitment process involves:
1. We review your minimum qualifications.
2. We rate your education and experience.
3. We conduct a structured panel interview.
4. We conduct a selection interview.

If you are new to the Metropolitan Council, you must pass a background check, which verifies education and employment, covers driving record and any criminal record. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council, you must pass a background check which verifies education and employment if not verified previously. If the job you're applying for is safety-sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards, you must pass a pass a criminal background check. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor, and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.

The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply.

If you have a disability that requires an accommodation during the selection process, please email HR-OCCHealth@metc.state.mn.us.