Manager, Customer Relation Training

Description

Job Information

Manager, Customer Relations Training

First date of posting: 9/3/2024

Last date of posting: 9/24/2024

Authority: TA / OA / MTA Bus

Department: Buses

Division/Unit: Safety & Training 

Reports To: Director, Oversight & Development Unit

Work Location: Zerega Bronx, NY

Hours of Work: As Required

Compensation

Salary Range: $81,780 - $116,074 (Grade F - 479 hay points)

Responsibilities

This position is accountable for researching, developing, delivering and monitoring customer relations training programs for Department of Buses’ hourly and supervisory employees. The purpose of these programs is to improve the publics image and perception of NYC Transit in general and DOB personnel in particular.

Examples of programs provided are ADA announcements, customer safety, use wheelchair lifts. Will also develop and deliver operations/safety related programs such as Fatigue & Stress Awareness training. Conduct focus groups or individual sessions to identify, evaluate and resolve problematic areas. Provide individualized training or coaching where needed. Work directly with DOB’s executive management on such issues as team building, negotiating skills, employee development and/or succession planning.

Additional Responsibilities include but are not limited to the following:

• Research, develop, deliver, and monitor customer relations training programs for Department of Buses’ hourly and supervisory employees. The purpose of these programs is to improve the public’s image and perception of NYC Transit in general and DOB personnel in particular. Examples programs provided: ADA announcements, customer safety, use of wheelchair lifts, etc. 
• Conduct focus groups or individual sessions to identify, evaluate and resolve problematic areas. Provide individualized or coaching where needed. Work directly with DOB’s executive management on such issues as team building, negotiation skills, employee development and/or succession planning
• Provide individual employee skills assessment as needed. Assist employees in identifying areas in which they need development. Propose training programs to meet these needs. 

Education and Experience

• Baccalaureate degree in Business Administration, Education, Public Administration, Psychology or a satisfactory equivalent and eight (8) years of related experience, at least three (3) years of which have been at a managerial/supervisory capacity; or

• A satisfactory equivalent combination of education and experience

Desired Skills

• Knowledge of adult learning theory and training needs analysis.

• Must be able to manage the implementation and evaluation of training programs.

• Must have strong communication and analytical skills.

• Knowledge of DOB operations and customer service principles

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.