Manager General Station Master

Metro-North Railroad reserves the right to remove this posting before 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 its employees with a safe and reliable commute, excellent customer service, and rewarding opportunities.

Position Objective:

Manage the day-to-day operations of Grand Central Terminal (GCT) Station Master’s Office (SMO) and forward-facing functions to ensure the highest level of service to both internal and external customers. Oversee the agreement workforce to ensure employees are working safely and all departmental and company standards are met. Liaison to the Terminal Appearance group and Ticket Sales.

Responsibilities:

• Establish and manage the performance and service standards for the delivery of information and customer service from the Station Master’s Office (SMO). Lead front-line uniformed personnel (Asst. Station Master, Info Booth clerks, Customer Service Ushers, SMO Clerks, etc.) in their daily execution of forward-facing duties.
• Manage the response of the SMO in terms of special events, service disruptions, protests, changes in schedules and tracks, policies, procedures, and priorities.  Monitor and control overtime. Coordinate with internal stakeholders MTAPD, GCT Fire Brigade, and others, to properly respond to incidents within the Terminal, Protesters, Service Disruption, Unplanned or Unauthorized events
• Coordinate with internal MTA and external stakeholders regarding concerns in and around the GCT Campus to include, LIRR, 1 Vanderbilt, JP Morgan Chase as well as other neighboring companies.
• Interact with customers to resolve complaints or review suggestions. Ensure the workforce provides proper information to customers.
• Liaison to Terminal Appearance Unit to ensure the cleanliness of GCT at all times. Provide managerial coverage and support for GCT Terminal Appearance Unit in the event of any absence or vacancies.
• Liaison to Ticket Office Unit to assist and manage the ticket selling operations in all ticket offices including Grand Central Terminal, Harlem -125th Street in the event of any absence or vacancies.
• Monitor the operation of the SMO by ensuring that databases are updated for all systems within the Stations Operations to uphold standards established by the department.
• Select, develop, and motivate staff and provide career development for team members. Provide effective coaching and counseling.  Manage team and individual performance.  Create a professional environment that respects individual differences and enables staff to develop and contribute to their full potential

Required Qualifications:

Required Knowledge/Skills/Abilities:

• Must promote all safety programs and policies to all employees under his/her jurisdiction.
• Knowledge of Microsoft Office Suite (i.e. Word, PPT, Excel and/or Access) and/or comparable applications.
• Ability to professionally address customers voicing complaints, operational emergencies and all other situations that arise in the Terminal.
• Ability to gain a thorough knowledge of Grand Central Terminal with emphasis on the location of all entrances, exits, escalators, stairways, ramps and all other means of egress.
• Have a working knowledge of all-applicable labor agreements and safety rules.
• Interact with superiors, peers, and subordinates to e teamwork.
• Must be available to meet the needs of the Terminal on a 24/7-365 basis, as needed.
• Ability to work evenings and weekends, as needed.
• Ability to cover (other position).
• Ability to foster a positive teamwork environment.

The Following is/are preferred:

• Familiarity with all departments within Metro-North, with emphasis on the Customer Service and Stations Department.

Required Education and Experience:

• Associate’s Degree in Business, Transportation, or a related field.  Demonstrated equivalent experience, education and/or technical credentials to include an additional two (2) years of related experience may be considered in lieu of degree. Minimum of (3) years of experience in an operations environment, preferably in a transportation organization
• Minimum of two (2) years of experience managing a diverse staff.

The following is/are preferred, but other satisfactory combinations of relevant experience, education, and/or technical credentials will be considered:

• Bachelor’s Degree in Business Administration or related field.

Other Information

This position is safety-sensitive and subject to toxicological testing.

According 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.

Equal Employment Opportunity

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including those concerning veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.