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Manager, Claims Operations

Job ID: 5772
Business Unit: New York City Transit
Location: New York, NY, United States
Regular/Temporary: Regular
Date Posted: Feb 5, 2024


Job Information:    
Title:                     Manager, Claims Operations
Opening Date:    02/02/2024         
Closing Date:      2/23/2024
Authority:            TA/OA
Department:        Revenue Control           
Revenue Control / Customer Claims
Reports to:           
Chief Officer, Customer Relations
Work Location:    2 Broadway
Hours of Work:    As required
$81,780 - $116,074 (Grade F, 451 Hay Points)    
The Manager of Claims Operations is responsible for day-to-day management of the MetroCard Claims unit including the planning, development and operating tasks associated with the timely and accurate resolution of over 350,000 customer MetroCard claims annually.  The incumbent must be able to:    
  • Manage employees who use several systems to determine the correct refunds owed to customers, while providing timely cancellation of lost/stolen/malfunctioning MetroCards.
  • Ensure a high level of quality control over the entire MetroCard claims process to meet strict auditing requirements.
  • Coordinate with management across several NYC Transit departments to resolve MetroCard issues and develop business strategies to improve the unit's operation and overall claim volume.
  • Manage a high-volume unionized workforce with productivity deadlines. 
  • Transition operations and workforce from MetroCard to OMNY in the near future.
Education and Experience:    
  • A baccalaureate degree from an accredited college or university in business administration, accounting, engineering, public administration, or a related field and eight (8) years of full-time, paid, related experience, and at least three (3) years of which must have been in a managerial/supervisory/administrative capacity; or
  • A satisfactory equivalent of education and/or experience.
Desired Skills:    
  • Excellent verbal and written communication skills.
  • Detail oriented.
  • Strong customer service skills.
  • Proficiency in various computer applications such as Word, Excel and Access.
  • Knowledge of NYCT Metrocard Policies and Procedures.
  • Must have analytical and basic mathematical skills.
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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