Regional Customer Experience Field Lead - Independent Contractor

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.

What We're Looking For

We're 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.

The ideal candidate:

• Has experience leading, supervising, training, or coordinating teams; a formal management title is not required.
• Is a strong communicator who is comfortable directing a small field team and addressing performance or attendance issues when necessary.
•  Is professional and confident in client-facing situations and can effectively represent TransPro onsite.
• Is highly organized and able to independently manage schedules, staff assignments, equipment, project targets, and multiple moving pieces.
•  Demonstrates strong judgment and can solve unexpected field problems independently while recognizing when an issue should be escalated.
• Is comfortable using tablets, mobile technology, survey platforms, and basic data/response tracking.
• Has a hands-on leadership style and is willing to work alongside the field team when needed.
• Is adaptable and comfortable adjusting plans based on staffing, transit operations, response rates, or other real-time field conditions.
• Is dependable, accountable, and comfortable working independently while traveling.
• Is 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 and 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.