DescriptionJob Information:
Title: District Customer Service Manager
First Date of Posting: March 28, 2023
Last Date of Filing: April 11, 2023
Authority: TA
Department: Subways
Division/Unit: Station Environment & Operations
Reports to: Vice President, Station Environment & Operations
Work Location: Various
Hours of Work: Managerial
This position on the NYC Transit payroll is competitive and is eligible for the 55-a Program. This position is open to qualified persons who are eligible for the 55-a Program. Please indicate in your cover letter and in the upper right corner of your resume that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the following link https://www1.nyc.gov/site/dcas/employment/55-a-program.page
Compensation:
Salary Range: $130,106 - $187,027
(Executive @ 1192 points)
Responsibilities:
The Department of Subways is seeking dynamic, customer-focused leaders to assume the role of District Customer Service Manager within the Division of Station Environment & Operations. This position will be responsible for the customer-focused execution of all operational, cleaning and maintenance related aspects of a geographical zone of approximately 125 subway stations. The selected candidate will create and implement policies to ensure that customers are provided with prompt and courteous customer service; clean, safe, well maintained and readily accessible subway stations; and accurate and timely travel, schedule, service and fare information. The successful candidate will directly manage project groups responsible for performing mobile wash heavy duty cleaning and sanitizing; painting and scraping projects; and the enhanced track tile cleaning operation. Ensures that staff is trained in the execution of safety policies and practices governing the operation and maintenance of the station environment as well as the efficient and orderly movement of customers through station confines. In addition, the selected candidate will monitor activities such as planning, budget development & control, resource allocation, material & equipment planning and inventory control; monitor station performance and makes recommendations to improve customer service, safety and performance data.
Education and Experience:
A Bachelor’s degree from an accredited college in Business or Public Administration, Transportation Management or a closely related field of study, and ten (10) years of full-time related experience; of which seven (7) years must have been in a managerial/supervisory capacity; Or
A satisfactory combination of education and experience.
Desired Skills:
Knowledge of automated fare collection, construction trades, specialized cleaning and ADA regulations. Knowledge of relevant policies and procedures including Collective Bargaining Agreements and OSHA regulations.
Strong ability to inclusively lead a large, unionized team.
Ability to communicate with all levels of employees in the organization.
High level decision making, negotiation and conflict resolution skills.
Excellent strategic thinking skills.
Excellent verbal and written communication skills.
Selection Method:
Based on evaluation of education, skills, experience and interview.
All appointments, with the exception of the Department of Subways employees on MaBSTOA payroll, will be made on the NYCT payroll .
Other Information:
As an employee of MTA-NYC Transit, you may be required to complete an annual financial disclosure statement with the State of New York, if your position earns more than $105,472 (this figure is subject to change) per year or if the position is designated as a policy maker
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: