[Hiring] Regional Customer Experience Field Lead @TransPro Consulting

Role Description

TransPro Consulting is seeking Regional Customer Experience Field Leads to lead onsite customer research projects for transit agencies across the country. This hands-on role is responsible for:

• Coordinating field survey teams
• Ensuring quality data collection and project targets are met
• Resolving real-time field issues
• Serving as TransPro’s primary onsite representative with transit agency staff

What You'll Do:

• Train and onboard field surveyors on survey procedures, safety, technology, and project expectations
• Lead daily field operations, including surveyor assignments, routes, schedules, deployment locations, and coverage
• Provide onsite leadership, coaching, and real-time direction to field surveyors
• Monitor survey progress, data quality, and adherence to established survey methodology
• Manage tablets, equipment, badges, and other field materials
• Identify and independently resolve day-to-day field issues, including staffing, technology, scheduling, and transit disruptions
• Communicate daily progress, field observations, risks, and issues to TransPro project leadership
• Work alongside surveyors when additional field support is needed
• Build positive working relationships with transit agency staff, customers, and community members
• Serve as TransPro’s primary onsite representative, demonstrating professionalism, sound judgment, and appropriate escalation of issues

Qualifications

• Open to candidates from transit, operations, market research, hospitality, customer experience, field management, community engagement, or other people-focused backgrounds
• Prior transit or research experience is helpful but not required

Requirements

• Experience leading, supervising, training, or coordinating teams; a formal management title is not required
• Strong communicator comfortable directing a small field team and addressing performance or attendance issues when necessary
• Professional and confident in client-facing situations, effectively representing TransPro onsite
• Highly organized and able to independently manage schedules, staff assignments, equipment, project targets, and multiple moving pieces
• Strong judgment and ability to solve unexpected field problems independently while recognizing when an issue should be escalated
• Comfortable using tablets, mobile technology, survey platforms, and basic data/response tracking
• Hands-on leadership style and willingness to work alongside the field team when needed
• Adaptable and comfortable adjusting plans based on staffing, transit operations, response rates, or other real-time field conditions
• Dependable, accountable, and comfortable working independently while traveling
• Passionate about customer experience and community impact

Travel & Schedule

• This is a high-travel, field-based independent contractor position supporting projects primarily within an assigned region, with occasional national travel
• Candidates must be comfortable traveling for approximately 4–7 days at a time
• Working schedules dictated by transit operations and project needs, which may include early mornings, evenings, and weekends
• Fieldwork requires significant walking and standing and may involve extended periods aboard buses and trains and at transit centers or other customer-facing locations

If you enjoy travel, working with people, solving problems, and making a real impact on the customer experience, we'd love to hear from you.