Assistant Director- Stations Operations Croton Harmon

Description

Metro-North Railroad reserves the right to remove this posting prior to the Application Deadline.

Opening

MTA Metro-North Railroad is a dynamic organization, operating out of the jewel of New York City, Grand Central Terminal. We provide service to over 86.5 million customers, traveling in and out of New York and Connecticut. A subsidiary of the Metropolitan Transportation Authority, Metro-North Railroad is one of the busiest commuter railroads in the nation. MTA Metro-North Railroad strives to provide a safe and reliable commute, excellent customer service and rewarding opportunities to its employees.

Position Objective

This position is to enhance the customer experience at Metro-North’s outlying stations by directing and managing the day-to-day operation of the District Managers – Stations. Also, this position coordinates the Structures and Capital Program functions to bring the stations to a state of good repair and continue to maintain them to the highest standards in support of Metro-North goals. Ensure a safe environment for customers and employees.

Responsibilities

Create strategies to direct and motivate Managers, Custodians, Ticket Sellers, and Ambassadors to take ownership of the outlying stations. Develop and coordinate the implementation of station policy standards.

Direct ticket selling operations and Ambassadors in all ticket offices and stations, including: Grand Central Terminal, Harlem -125th Street, and outlying ticket offices. Direct the collection and protection of all ticket office sales revenue and the appropriate distribution of ticket seller working funds. Ensure the appropriate storage of used and unused ticket stock. Direct and oversee audits of ticket sales, revenue and ticket office working funds.

Working with Structures, monitor performance of station operations and develop a plan prioritizing work based on station cleanliness and maintenance.

Identify capital planned priorities for station implementation and enhancements in conjunction with Capital & Long-Range Planning and Structures Department.

Ensure appropriate safety measures are complied with, including safety procedures, policies, awareness and personal accountability, to establish and maintain a safe work environment for all employees and customers in accordance with corporate goals. Perform Safety, Accountability and Productivity Audits and Inspections on a routine basis as required.

Manage daily parking operations, including: operator’s parking fee collection, customer service, coordination of parking permit renewals, violations/enforcement, internet website, etc.

Oversee parking operator’s field performance, including: preventative maintenance, emergency repair, and snow removal activities, etc.

Oversee station/employee amenities in stations and railroad facilities. Manage soda/snack vending machines, Automatic Teller Machines, car rental and taxi programs.

Provide 24/7 response to planned and unplanned service disruptions. Assist in providing alternate transportation or bus service as well as customer service in stations

Required Qualifications

• Must have excellent project management skills with the ability to adhere to deadlines.
• Ability to manage competing priorities
• Working knowledge of MS Office, and/or comparable applications
• Valid driver’s license
• Excellent customer service, verbal and written communication skills
• Ability to direct point of sale revenue activities including the automated and manual collection of fare revenues
• Demonstrated leadership skills with the ability to foster teamwork and motivate employees at all levels.
• Must perform station and employee audits at various times of the day
• Must be able to respond to emergencies 24 hours a day, 7 days a week
• Excellent planning, analytical, problem solving and, decision-making skills
• Demonstrated ability to view customer service needs and concerns creatively and execute broad programs to address these issues.
• Ability to coordinate the work and resources of several departments to accomplish shared goals
• Demonstrated problem solving, analytical and administrative skills
• Thorough knowledge and application of collective bargaining agreements with the ability to represent the area with Labor Relation Department personnel and Union Officials to discuss a variety of issues.

The following is/are preferred:

• Familiarity with ticket office operation.
• Familiarity with parking operations and station access planning, railroad and/or related transportation planning
• Familiarity with MTA Metro-North Railroad Passenger Tariffs.
• Familiarity with the application of collective bargaining agreements

Required Education and Experience

Bachelor’s Degree in Business or other related field. Demonstrated equivalent experience, education and/or technical credentials may be considered in lieu of degree to include 4 years of experience.

Minimum of seven (7) years in an increasingly responsible business environment with emphasis on Customer Service, Station Service, Service Quality, Training, Operations Management and/or related fields preferably in a transportation environment.

Minimum of five (5) years experience managing planning and processes, management personnel and/or a diverse workforce

Other Information

This is a safety sensitive position, and is subject to toxilogical testing.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”). Employees driving company vehicles must complete defensive driver training once every three years for current MNR drivers; or within 180 days of hire or transfer for an employee entering an authorized driving position.

Selection Criteria

Due to the competitive nature of the selection process, not all qualified candidates who meet the minimum requirements for the position are guaranteed an interview. To be selected for a position, one must meet the following criteria: (1) satisfy the minimum requirements listed in the job posting, (2) if applicable, successfully pass a written and practical exam, (3) satisfy a background investigation (including but not limited to, employment, education, and criminal history), and (4) pass a verbal interview. Metro-North may also require the applicant to undergo a physical ability test, and, if the Company extends a conditional offer, may require him or her to undergo a medical examination, which may include toxicological testing. Failure to pass any step within the hiring process will result in the disqualification of your application.

Additional Criteria for Current Employees: Current Metro-North employees must be in active service to be eligible for consideration. Agreement Employees applying for a position outside of their present craft are required to have worked in your current union for at least one (1) year preceding the Application Deadline to be eligible to apply for a posted position, and have completed the agreed upon formal training commitment, including on-the-job training or lock-in requirement, if applicable (for example: Signal Trainee, Foreman-In-Training, etc.). If you are transferring to another craft, you may be required to forfeit your seniority in your present union. Non-agreement employees must have worked in your current position for a minimum of one (1) year preceding the Application Deadline. Along with a background investigation (including but not limited to, employment, education, and criminal history), employees are also subject to an internal investigation, which includes an evaluation not limited to discipline records and performance assessments.

We offer a competitive salary and a comprehensive benefits package. If interested, please apply online at www.mta.info

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

How to Apply

MTA employees must apply via My MTA Portal. You can submit an online application by logging into My MTA Portal, clicking the My Job Search ribbon, and selecting the “Careers” link. Logging in through My MTA Portal will link your BSC ID number to your job application to identify you as an internal applicant.

Equal Employment Opportunity

ALL APPLICANTS MUST APPLY ONLINE TO BE CONSIDERED. METRO-NORTH NO LONGER ACCEPTS HARD COPIES OF RESUMES.

Qualified applicants can submit an online application by clicking on the 'APPLY NOW' button from either the CAREERS page or from the JOB DESCRIPTION page.
If you have previously applied online for other positions, enter your Username and Password. If it is your first registration, click on the CLICK HERE TO REGISTER hyperlink and enter a Username and Password; then click on the REGISTER button.

When applying for positions, please ensure that you attach a resume during the application process and that you receive a confirmation e-mail that your application was accepted. If you do not receive an email confirmation, your application may not have been received and will not be able to be considered after the deadline date. If you encounter problems, please call the BSC Customer Management Center at (646) 376-0123 Monday through Friday (except MTA-HQ holidays), 8:30am - 5:00pm.

EMPLOYEES WHO DO NOT APPLY ONLINE VIA THE INTRANET MAY BE DISQUALIFIED FOR FURTHER CONSIDERATION FOR THIS POSITION.

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.