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Mgr Serv Qual/Perf Analysis- Operations Planning

Job ID: 3145
Business Unit: New York City Transit
Location: New York, NY, United States
Regular/Temporary: Regular
Department: Operations Planning
Date Posted: Mar 22, 2024


Job Information: 

Title:                             Manager, Service Quality/Performance Analysis 
First Date of Posting:    8/10/2023
Last Date of Filing:       Open till filled. 
Authority:                      OA/TA
Department:                  Operations Planning
Division/Unit:                 Ridership Analysis and Modeling 
Reports to:                    Senior Director, Ridership Analysis & Modeling
Work Location:              2 Broadway
Hours of Work:              Managerial


Salary range: $77,463 - $114,945  (Grade F - 464 Points) 


  • Manage the execution and updating of a subway ridership model, used to inform adjustments to scheduled service in response to changes in ridership and as a basis for passenger-weighted performance metrics. 
  • Oversee running of a bus trip-level ridership model, the outputs of which are used to update bus schedules in response to changes in ridership. 
  • Take lead on exploring new technologies to collect travel data, including potential applications of artificial intelligence / machine learning, particularly in the context of converting video to data. 
  • Develop innovative ways of analyzing and visualizing travel data. 
  • “Respond to requests for ad hoc trend analysis, or reports to senior management, press office, or external other parties on bus and subway travel data”. 
  • Manage production of the annual Cordon Count and Subway Peak Load counts. 

Education and Experience: 

1.  A baccalaureate degree from an accredited college with a major in Business Administration, Transportation, Operations Research or quantitative equivalent.
 Five (5) years of full-time paid related experience, preferably in transportation, with a minimum of one (1) year of supervisory/managerial experience., OR
2.  A satisfactory combination of education and experience.

Desired Skills: 


  • Ability to perform in-depth quantitative and qualitative analyses using a variety of tools and datasets to shed light on multiple aspects of the transit system. 
  • Knowledge of database management, programming, and other skill-sets related to “big data”. 
  • Ability to manage projects, efficiently deploy staff to set aggressive but achievable goals and deadlines and to meet those goals and deadlines. 
  • Experience developing new analytical tools, models, visual products. Intuitive understanding of trade-offs between accuracy and feasibility, and appropriate levels of validation depending on the context. 
  • Excellent knowledge of both the subway and bus systems, as well as the larger framework of travel patterns in the New York City region. 
  • Broad understanding of GIS platforms 
  • Familiarity with simulations and modeling in multiple contexts as well as the programming tools to execute them. 
  • Able to recognize and diagnose problematic results. 
  • Strong written and oral communications skills, ability and experience summarizing complex technical problems for senior management. 
  • Any familiarity with artificial intelligence/machine learning is a plus. 

Selection Method: 

Based on evaluation of education, skills, experience and interview. 


Other Information:
Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”). 

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. 

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