Director, Pass Program

INTERNAL JOB POSTING - ONLY OPEN TO CURRENT EMPLOYEES OF THE MTA

JOB TITLE:                          Director, Pass Program

SALARY RANGE:                $129,675-$134,023

DEPT/DIV:                          Office of Security, MTA HQ

HAY POINTS:       775

SUPERVISOR:                     Senior Director, Security Access Controls

LOCATION:                         149 Pierrepont Street, Brooklyn, NY 11201

SUMMARY:

Responsible for the daily oversight, strategic planning, and problem solving of MTA’s agency wide Pass program. Leads the day-to-day operation of five (5) Pass Office locations throughout the MTA’s region by leading a team of Pass Program Managers and Specialist responsible for the issuance, replacement and return of various MTA credentials to 100,000+ passholders. The Director ensures the delivery of excellent customer service while maintaining security goals of properly credentialing MTA passholders, coordinating with security teams on electronic access issues and the timely and proper deployment of agency resources and personnel. Coordinate and collaborate with internal and MTA external partners on credential qualifications, policy, and procedure.

RESPONSIBILITIES:

• Plans, organizes, and evaluates the quality of services provided by the Pass Program Offices. Handles escalated problems, complaints and inquiries not resolved at the office level; makes on-site visits to Pass Program locations to ensure maximum services and working conditions; and prepares reports on findings and observations. Interprets and explains policies, rules, and regulations
• Exercises managerial/administrative responsibility for directing the effectuation of managerial policies and practices. Determines, establishes, and implements operational procedures and workflows. Assists in policy development and determines needed program changes.
• Reviews, approves, and monitors budget-year work and spending plans, utilizing production statistics reports, office rosters, and budget reports, and provides information to the Regional Administrator.
• Designs, models, and implements cross-agency, new, or modified business processes and recommends organizational structures to deliver more efficient business operations while maintaining and improving service delivery. Ensures that provisioning issues are identified early in the project lifecycle. Establish a metrics driven approach and develop KPIs and accountability mechanisms to monitor progress and evaluate effectiveness.
• Advises and directs agency business managers and staffs on the implementation of new systems and enhancements to current systems. Facilitates and optimizes effective service delivery through the change process in their day-to-day operations.
• Provides and disseminates office information and available resources to direct reports through training, guidance, oversight, and assignment opportunities to produce high quality, well-trained staff. Ensures that the department’s upward mobility goals are met.
• Develops a cooperative relationship with the MTA operating agencies and external partners having specific work-related involvement with the MTA.
• Selects, develops, and motivates personnel within the department. Provides career development for subordinates. Provides prompt and effective coaching and counseling of staff within the span of control of the role. 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.
• Responsible for overseeing projects involving contractors and monitoring their progress including the following:
  • Observing the work performed by the contractor;
  • Reviewing invoices and approving them if the work has contractual standards;
  • Addressing performance issues with the contractor when possible; and
  • Escalating issues to other parties as needed.
• Other duties as assigned.

KNOWLEDGE, SKILLS, & ABILITIES

• Must have experience with working with security operations and deployment of security resources.
• A working knowledge of police and security activities.
• Must have strong supervisory skills to effectively direct professional staff and technical employees in implementing the short- and long-term goals and direction for the area(s) of responsibility.
• Attention to detail.
• Excellent communication and interpersonal skills.
• Excellent organizational and presentation skills.
• Demonstrated ability to work with all internal levels within a given organization, including senior management.
• Demonstrated ability to communicate and interact well with external agencies. External agencies may include the Governor’s Office for New York State, New York City government, elected and other public officials, as well as any staff located at other federal or state agencies or authorities.
• Demonstrated ability to work in a high-profile, high-pressure environment effectively.
• Demonstrated ability to communicate effectively with key internal and/or external stakeholders.
• Must have strong managerial skills to effectively direct a staff of professional and technical employees in implementing the short- and long-term goals and direction for the area of responsibility.
• Demonstrated ability to complete short- and long-term projects effectively and as efficiently as possible.
• Demonstrated analytical capabilities and quantitative skills
• Demonstrated proficiency in Microsoft Office Suite or comparable applications, i.e., Word, Excel, PowerPoint, and Outlook.

EDUCATION & EXPERIENCE:

• Bachelor’s degree in Criminal Justice, Security Operations, Homeland Security, Public Administration, or a related field, or an equivalent combination of education and related experience may be considered in lieu of a degree; and
• Minimum of eight (8) years of related experience, including at least three (3) years in a leadership role in a large, multi-faceted, fast-paced organization or governmental body preferred.
• Demonstrated leadership abilities.
• A current driver’s license is required to operate company vehicles.
• The incumbent must pass an MTA security background investigation.

PREFERRED:

• An advanced degree in a related field
• At least five (5) years in a managerial and/or leadership role.
• Prior experience working in a large, multi-faceted, fast-paced organization or governmental body.
• Familiarity with the MTA’s policies and procedures.
• Familiarity with the MTA’s collective bargaining procedures.

GENERAL:

•          May need to work outside of normal work hours (i.e., evenings and weekends)

•          Travel may be required to other MTA locations or other external sites.

•          May need to respond to emergency situations on a 24-hour basis.

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.