Overview

Job Information

Title: District Customer Service Manager

First Date of Posting: September 19, 2022

Last Date of Filing: September 24, 2022

Authority: TA

Department: Subways

Division/Unit: Station Environment & Operations

Reports to: Chief Officer

Work Location: Various

Hours of Work: Managerial

In order to protect our employees and continue to provide safe and reliable service to our communities, as of November 14, 2021 we are requiring all new MTA hires to be fully vaccinated against COVID-19 prior to their start date, with appropriate, narrow exceptions for religious and medical reasons. “Fully vaccinated” means you must have both doses of a 2-dose vaccine and two weeks have elapsed since the second dose, or have received 1 dose of a 1-dose vaccine and two weeks have elapsed since the dose. Proof of your vaccination status in the form of a CDC vaccine card must be submitted prior to your start date.

This position on the NYC Transit payroll is competitive and is eligible for the 55-a Program. This position is open to qualified persons who are eligible for the 55-a Program. Please indicate in your cover letter and in the upper right corner of your resume that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the following link https://www1.nyc.gov/site/dcas/employment/55-a-program.page

Compensation

Salary Range: $130,106 – $187,027

(Executive @ 1192 points)

Responsibilities

The Department of Subways is seeking dynamic, customer-focused leaders to assume the role of District Customer Service Manager within the Division of Station Environment & Operations. This position will be responsible for the customer-focused execution of all operational, cleaning and maintenance related aspects of a geographical zone of approximately 125 subway stations. The selected candidate will create and implement policies to ensure that customers are provided with prompt and courteous customer service; clean, safe, well maintained and readily accessible subway stations; and accurate and timely travel, schedule, service and fare information. The successful candidate will directly manage project groups responsible for performing mobile wash heavy duty cleaning and sanitizing; painting and scraping projects; and the enhanced track tile cleaning operation. Ensures that staff is trained in the execution of safety policies and practices governing the operation and maintenance of the station environment as well as the efficient and orderly movement of customers through station confines. In addition, the selected candidate will monitor activities such as planning, budget development & control, resource allocation, material & equipment planning and inventory control; monitor station performance and makes recommendations to improve customer service, safety and performance data.

Education and Experience

A Bachelor’s degree from an accredited college in Business or Public Administration, Transportation Management or a closely related field of study, and ten (10) years of full-time related experience; of which seven (7) years must have been in a managerial/supervisory capacity; Or

A satisfactory combination of education and experience.

Desired Skills

Knowledge of the environment, organization and operation of rail transportation systems and station operations.

Knowledge of automated fare collection, construction trades, specialized cleaning and ADA regulations. Knowledge of relevant policies and procedures including Collective Bargaining Agreements and OSHA regulations.

Strong ability to inclusively lead a large, unionized team.

Ability to communicate with all levels of employees in the organization.

High level decision making, negotiation and conflict resolution skills.

Excellent strategic thinking skills.

Excellent verbal and written communication skills.

Selection Method

Based On Evaluation Of Education, Skills, Experience And Interview.

All appointments, with the exception of the Department of Subways employees on MaBSTOA payroll, will be made on the NYCT payroll .

Other Information

As an employee of MTA-NYC Transit, you may be required to complete an annual financial disclosure statement with the State of New York, if your position earns more than $101,379 (this figure is subject to change) per year or if the position is designated as a policy maker.

How To Apply

Qualified applicants can submit an online application by clicking on the ‘APPLY NOW’ button from either the CAREERS page or from the JOB DESCRIPTION page.

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Equal Employment Opportunity

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.