Sarah joined WMATA in April of 2023 as Chief Customer Experience and Engagement Officer. She serves as the customer advocate, working to improve journeys from end-to-end, reducing stress and confusion, speeding up wait times, and making rides more comfortable. She leads the Customer Service, Government Relations and Marketing teams.
Prior to working for WMATA, she served as the Metropolitan Transportation Authority’s Chief Customer Officer, where she worked to restore New Yorkers’ trust through transparency and better design. She fought for better trains, buses and schedules, for more elevators, and for better maps and signage. She conceived of the Live Subway Map, a Time Magazine “Best Inventions of 2021,” and led the marketing and launch for OMNY, the new contactless way to pay for the MTA.
Earlier in her career, Sarah led advocacy, marketing and fundraising campaigns for nonprofits and Fortune 500 companies. She graduated from Wellesley College with a degree in Art History.
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