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Job Announcement

Thursday, March 5, 2020

The Department of For-Hire Vehicles (DFHV) currently has the following job opportunity available. Apply for full time DFHV careers on the DCHR website at the links below.

Full Time DFHV Career Opportunities

This position is located in the Department of For-Hire Vehicles (DFHV), Office of the Director. The Director of Customer Experience is responsible for conceptualizing, developing, and implementing customer experience enhancements that involve multiple departments. The Director of Customer Experience will use a range of methods to gather information from current and new customers to recommend and prioritize enhancements in areas ranging from ride experience for passengers, digital apps, in-person customer service experience for drivers, and the agency’s website user experience. The incumbent will influence cross-functional teams within the agency to create improved processes and interactions with customers. Customers can include passengers taking taxi rides the agency subsidizes, residents submitting complaints, or taxi drivers registering their vehicles. The incumbent engages staff and articulates a shared vision of success for the customer experience at DFHV. Works collaboratively with Department heads, managers, and senior leadership to assess the customer experience at all levels of the organization. Develops recommendations and priorities for addressing gaps and taking the customer experience to the next level. Provides leadership and guidance on how best to deliver on the customer experience aspects of the agency’s Strategic Plan. Conducts market research, focus groups, and other outward-facing activities to gather and analyze information about the customer experience. Reviews and assesses website and social media presence. Understands and addresses diverse user needs for both current DFHV audiences and those outside its core user base.

This position is located in the Department of For-Hire Vehicles (DFHV).  The agency is committed to introducing new programs and services and customizing its offerings to better serve both drivers and passengers through grant funding.The Grants Management Specialist is responsible for maintaining grants management planning tools, such as automated databases, administrative reporting requirements, and review/evaluation techniques.  Recommends changes to enhance program effectiveness.  Participates in multiple projects, and coordinates activities of numerous and diverse financial/accounting services. Identifies emerging financial, operational and policy issues and advises the supervisor of cost-effective resolutions.The incumbent ensures recipients of federal and local funds comply with Government and other requirements.  Works with program staff, ensuring modifications are in compliance with District and federal guidelines.  Provides evaluations and analysis; and coordinates the preparation of financial and annual reports for the agency.  Performs other duties as assigned.

This position is located in the Department of For-Hire Vehicles (DFHV), Enforcement Divisions. The Supervisory, Management and Program Analyst will provide analytical and evaluative expertise by conducting extensive and complex research, data collection, and program evaluations.  The incumbent will translate this work into findings, recommendations, program proposals, action plans, policies, procedures and other guidelines focused on improving the quality and delivery of programs and services throughout DFHV. In addition, responsibilities include developing policies, protocols, procedures, and other tools for designing program standards, benchmarks, measurable outcomes, and standard operating procedures for the Enforcement Division. Designs written guidelines, templates and various other tools to assist agency staff in drafting program proposals and implementing action plans. Translate evaluation and report findings into recommendations, reports, program proposals, action plans, policies, procedures, and other guidelines for the Director that contribute to improving the quality of DFHV programs. Supervising day-to-day work performed by direct reports includes oversight of the Enforcement Division which requires the development of individual performance plans, providing ongoing coaching, reviewing and providing feedback on deliverables, formally evaluating performance at established intervals and ensuring compliance with policies and procedures.  Also, represent the agency Director and other senior-level managers at various internal and external meetings and functions upon request.

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