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Senior Manager, Service Information Office LIRR, MNR

Job ID: 6842
Business Unit: MTA Headquarters
Location: New York, NY, United States
Regular/Temporary: Regular
Department: Customer Information - RR
Date Posted: Apr 2, 2024

Description

JOB TITLE: Senior Manager, Service Information Office LIRR, MNR

SALARY RANGE: $130,800 - $133,700

HAY POINTS: 657

DEPT/DIV: Service Information Office

SUPERVISOR: Director Service Information Office LIRR/Metro-North Railroad

LOCATION: Grand Central Terminal and Jamaica NY, JCC Building

HOURS OF WORK: 11:00am - 7:00pm (8 hour/day)

DEADLINE:April 16, 2024

This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.

SUMMARY:

The Service Information Office (SIO) is responsible for the timely and accurate communication of individual train delays, service disruptions, and planned changes, allowing our customers to make informed travel decisions and ensuring that we can continue to build the riding publics trust in our services. The SIO works in a 24/7 environment, directly with the Movement Bureau/Operations Control Center, Service Planning, and MTA HQ Marketing/Social Media teams, to create and coordinate messaging for train crews/terminal ushers as well as directly for the public via a variety of communication platforms, such as our app and websites service status boxes, email subscription service, social media feeds, as well as live and programmed outlying station public address system content.

This position oversees the LIRR MNR SIOs real-time operation, facilitating accountability and coordination with Transportation Supervision and other internal managers. This role will also supplement the work of our AM Peak Managers at not just LIRR, but also Metro-North Railroad, supporting the day-to-day SIO functions to effectively run two 24/7 departments.

RESPONSIBILITIES:

  • Will work with their counterparts and colleagues within the Long Island Railroad and at Metro-North Railroad to oversee the daily operation and functions of the office.
  • Facilitate and support real-time information gathering, exchange, and synthesizing of evolving detail-oriented service changes within the Operating Theatre as well as take part in after-incident inter-departmental assessments.
  • Coordinate with Service Planning, Stations, and Transportation to advocate for our customers and then build out comprehensive communication plans across all public-facing touchpoints.
  • Draft planned work and real-time communication plans to provide our customers the ability to make informed travel plans.
  • Create and run skill strengthening sessions, such as table-top drills, road day excursions, and coaching sessions.
  • Make certain that internal protocol guides are up to date and staff are meeting those expectations.
  • Assist the Crew Dispatchers in the daily filling of shifts; Manage administrative functions, including assisting with the hiring and training of new employees, weekly payroll via Kronos and C-Tams, and the departments yearly vacation picks.
  • Selects, develops, and motivates personnel within the department. Provides career development for subordinates. Provides prompt and effective coaching and counseling. Responsible for discipline/termination of employees when necessary. Reviews performance of staff. Creates a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
  • Other additional duties as assigned.

QUALIFICATIONS:

  • Ability to understand and digest complex information in a fast paced, high stress environment.
  • Strong understanding of cloud-based and remote coordination programs, such as Microsoft 365, Slack, Teams, Basecamp, and/or Monday.com.
  • Excellent communication and interpersonal skills.
  • Excellent organizational and presentation skills.
  • Ability to work with all internal levels within a given organization.
  • Able to thrive in a high-profile, high-pressure environment effectively.
  • Experience managing a staff responsible to directly respond to customer complaints, issues, and problems arising from service disruptions or other service emergencies.
  • Demonstrated understanding of working in a unionized team and associated work rules.
  • Flexibility and adaptability skills with ability to work various hours (24/7), including days, evenings, overnights, weekends, and holidays and extended shifts.
  • Travel may be required to other MTA locations or other external sites.

EDUCATION AND EXPERIENCE:

REQUIRED:

  • Bachelors Degree or demonstrated equivalent combination of education and experience may be considered in lieu of a degree.
  • Minimum of eight (8) years of full-time related experience.
  • Minimum of three (3) years in a management/supervisory capacity.

PREFERRED:

  • Knowledge of MTA operations, rules, and regulations.
  • The ability to quickly analyze complex service disruption information and make thoughtful decisions on the best way to communicate the impact the service disruption will have on customers.

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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