Manager Station Operations Terminal Appearance

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:

This position is responsible for ensuring the cleanliness and overall quality of the customer experience in Grand Central Terminal (GCT) is maintained at the highest levels and in a safe manner. This position will assist with providing managerial direction to the terminal appearance and customer service workforces and will assist with retail tenant support. Oversee agreement workforce to ensure all work is completed safely and to departmental and company standards.

Responsibilities:

• Support efforts of terminal appearance management. Managing Terminal Appearance cyclical cleaning and maintenance programs. Coordinate communication between Metro–North departments and contractors related to maintaining the appearance of the terminal daily. Support the relationship between Grand Central Terminal services and Maintenance of Way. Assist the Terminal Appearance leadership team in the operations of cleaning service delivery groups that operate 24/7 days per week in GCT. Provide managerial direction and leadership to the uniformed Terminal Appearance team and agreement workforce.
• Perform monthly Terminal inspections at various times of the day to ensure that Terminal standards are in compliance.
• Assist the Assistant Director GCT Appearance in the development and implementation of training the custodial workforce regarding safety, cleaning techniques, and customer service.
• Assist other GCT Station Operations groups in the event of a service disruption, possible incident command post activation or otherwise directed.
• Support the GCT Events Unit by providing logistical assistance on any MTA Event.
• Provide assistance in the absence of the Manager Station Operations General Station Master for managerial coverage within Grand Central Terminal.
• 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:

• Excellent interpersonal, verbal, and written communication skills.
• Working knowledge of Microsoft Office Suite, specifically Word, Excel, and/or Access, or comparable software required.
• Strong project management skills, with the ability to coordinate and meet deadlines on several projects simultaneously.
• Working knowledge of all safety programs/policies.
• Ability to interact with all levels, and to foster teamwork.
• 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.
• Excellent external and internal customer service skills with a demonstrated ability to successfully handle emergencies and customer complaints.
• Ability to become thoroughly familiar with all-applicable labor agreements and safety rules.
• Ability to work evenings and weekends as a normal course of business.
• Must be available to respond to emergencies 24 hours a day, 7 days a week, as required.

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.