JOB TITLE:Senior Manager, Service Communications

SALARY RANGE:$130,800 - $137,600

HAY POINTS:657

DEPT/DIV:Customer Communications

SUPERVISOR: Director, Customer Information

LOCATION:2 Broadway New York, NY 10004

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

DEADLINE:May 2, 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:

The Senior Manager, Service Communications is responsible for leading the development of tools and processes that advance the MTA's ability to serve its customers with timely, accurate intelligence about their commutes. This role will ensure the continuous advancement of customer communication processes and tools so we can be more responsive to the needs of New Yorkers. To further embed a customer orientation across the organization, the selected candidate will work deeply with operating units in Subways, Buses and at the railroads to ensure that modern communication practices are instilled on the frontlines.

The Senior Manager has an intuitive understanding of our business goals and works to align internal stakeholders around executing digital transformation initiatives; the selected candidate will also make substantial contributions towards shaping the MTA’s strategic plan towards improved customer satisfaction.

RESPONSIBILITIES:

• Work with stakeholders in Customer Experience, MTA-IT, Subways/Buses/Railroad operations teams, Operations Planning to guide the development of customer information systems that communicate real-time and planned service changes, improve internal systems to increase efficiency and reduce friction, always with a focus on making customer facing systems as accessible as possible to customers.
• Lead MTA’s expansion of in-app chat, and work to connect and align adjacent systems and teams to better serve our customers. Work with Customer Services to develop a shared knowledgebase of customer pain points and resolution pathways, ensuring the alignment of MTA customer teams.
• Lead our exploration and use of AI and machine learning to enhance the customer experience. Actively monitor and analyze customer report data to identify trends and insights. Lead staff training on new projects and emerging platforms.
• Engage with executive leadership to surface customer experience insights that guide the MTA’s strategic priorities, as well as to ensure that organizational priorities are reflected in initiatives across the Customer team’s remit.
• Select, develop, and motivate personnel within the Digital Communications Unit. Provide career development for subordinates. Provide prompt and effective coaching and counseling. Responsible for discipline/termination of employees when necessary. Responsible for designing, implementing, and managing a robust set of KPIs to measure the performance of managers.
• Leads special projects and performs other duties as assigned.

QUALIFICATIONS:

• Must have knowledge of MTA rail and bus infrastructure.
• Must have knowledge of enterprise level CRM, mass marketing, digital content creation tools.
• Excellent communication and interpersonal skills.
• 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 Governor’s 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:

REQUIRED:

• Bachelor’s degree in Business, Transportation, Public Policy or a related field or an equivalent combination of education and experience from an accredited college may be considered in lieu of a degree; and
• Minimum 6 years related experience.
• Demonstrated supervisory and/or leadership abilities.

PREFERRED:

• At least 3 years in a managerial and/or leadership role.
• Prior experience working in a large, multi-faceted, fast-paced organization or governmental body.
• Familiarity with the MTA’s policies and procedures.
• Familiarity with the MTA’s collective bargaining procedures.

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.