Description

JOB TITLE: Manager, Customer Communications

SALARY RANGE: $90,000 - $124,579

HAY POINTS: 551

DEPT/DIV: Service Communications

SUPERVISOR: Director, Customer Information

LOCATION: 354 W 54th Street, New York, NY 10019 (Operations Control Ctr.)

HOURS OF WORK: 9:00am - 5:30pm (7 1/2 hours/day)

DEADLINE:April 12, 2024

This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.

SUMMARY:

Leads and oversees the team responsible for delivering real-time service information about the MTAs 24/7 bus and subway network. Ensures that consistent, helpful, accurate, and timely communication is provided to NYC bus and subway customers. Provides customers with essential updates and assistance to enhance their overall travel experience.

RESPONSIBILITIES:

• Gather information regarding current bus and subway service impacts from multiple communications channels to quickly produce to disseminate this information to internal and external audiences.
• Direct teams to write and publish broadcast communications across New York City Transit channels, including announcements on buses, trains, subway platforms, digital signage at stations and stops, MTA.info, MTA app and third-party apps, My MTA Alerts, and social media, where you'll also guide 1:1 customer support using chat.
• Assess effectiveness of communications efforts, recommend, and implement improvements.
• Develop and maintain team protocols; train staff in transit operations and customer service; oversee growth and development of team members; and implement corrective action plans when needed.
• Lead performance reporting to assess effectiveness of team strategy, protocol, and management.
• Select, develop, and motivate personnel within the department. Provide career development for subordinates. Provide prompt and effective coaching and counseling. Responsible for discipline/termination of employees when necessary. Review performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
• Other duties as assigned.

QUALIFICATIONS:

• Must have knowledge of New York City Transit network infrastructure, service operations, customer service, and/or communications.
• Considerable experience creating and publishing content for digital channels.
• Ability to manage competing priorities.
• Considerable experience using collaborative communication tools and software.
• Excellent communication and interpersonal skills.
• Must be able to work off hours including overnights and weekends.
• Excellent organizational and presentation skills.
• Demonstrated ability to work with all internal levels within a given organization.
• Demonstrated ability to communicate and interact well with external agencies. External agencies may include the Governors 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
• 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.

EDUCATION AND EXPERIENCE:

• Bachelors degree from an accredited college in Business, Transportation, or a related field. An equivalent combination of education and experience may be considered in lieu of a degree; and
• Minimum 4 years related experience.
• Demonstrated supervisory and/or leadership abilities.
• Must be a team-builder and a flexible, nimble thinker with proven expertise and capacity in high volume, fast-paced professional environments.

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.