CAREER OPPORTUNITY Vice President Customer Service & Stations
Location: Westchester County Reference #: 93569 Grade: Executive Level Salary Range: Min: $150,279 / Mid: $187,849 Application Deadline: July 10, 2018 Metro-North Railroad reserves the right to remove this posting prior to the Application Deadline.
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 82 million customers annually, traveling in and out of New York and Connecticut. A subsidiary of the Metropolitan Transportation Authority, Metro-North Railroad is the busiest commuter railroad in the nation. MTA Metro-North Railroad strives to provide a safe commute, great service to its customers and rewarding opportunities to its employees.
Provide overall leadership, direction and guidance of the Customer Service and Stations Department in Grand Central Terminal and throughout the service territory in a safe and efficient manner to enhance the overall customer experience through the development and execution of strategic programs and processes that ensure consistency and reliability of world class service in support of Metro-North Railroad’s Vision and Strategic Business Plan goals.
Build company brand and customer loyalty by effectively providing high quality, recognizable front-line service that meets customer expectations:
• Develop and execute innovative communications strategies and programs, including new, state-of-the-art technologies, to provide meaningful, accurate, reliable and consistent static and real-time information to customers and stakeholders. • Direct public facing services and customer information systems in Grand Central Terminal to ensure a safe, comfortable and well-informed environment during normal operations, service disruptions and special events. Position acts as a primary interface between MNR and MTA Real Estate, GCT Retail Managing Agent, MTA Capital Construction East Side Access and MTAPD for matters concerning GCT. • Formulate direction and strategy for comprehensive interdepartmental Station Ownership Program to meet established customer service standards and objectives through appropriate capital investment, stations operations, ticket sales and service, group sales, Ticket Vending Machine operations, parking and cyclical and preventative maintenance programs. • Ensure timely response and resolution of customer issues through direct and sustainable quality management of program centers including the Customer Information Center, Customer Relations Center, and Customer Communications Center and Lost and Found facility operations. • Oversee the Service Quality Inspection Program, ensuring reliable data, trend analysis and detailed KPI reports for use by the Operating Departments.
Define, communicate, and execute an integrated strategic program for service excellence that ensures customer satisfaction levels consistent with Metro-North’s corporate vision for safety, service reliability, communications, and professionalism. Develop the short-term and long-term plan for policies, programs and systems to support agency-wide implementation.
Create a climate of collaboration, problem-solving and creativity that supports corporate mission, values, long range goals and Department initiatives.
Strengthen established practices and procedures, training and management oversight that continue to drive down employee and customer injuries in accordance with the goals and objectives of the MNR Safety Program.
Prepare comprehensive Department budget and ensure fiscal responsibility in the execution of Departmental initiatives and delivery of service.
Ensure Customer Service and Stations Department compliance with corporate policy and with all applicable State and Federal laws and regulations.
Excellent customer service and interpersonal skills.
Ability to coordinate the work and resources of several departments to accomplish shared goals.
Demonstrated ability to define and direct data analysis projects.
Demonstrated ability to view customer service needs and concerns creatively and execute broad programs to address these issues.
Ability to direct point of sale revenue activities including the automated and manual collection of fare revenues.
Working knowledge of MS Office, and/or comparable applications.
Demonstrated executive leadership and vision.
Demonstrated strategic goal setting, problem solving, analytical, interpersonal, and administrative execution skills.
Excellent ability to exercise a high level of independent judgment and decision making.
Excellent ability to operate effectively in high pressure situations; must be flexible and adapt to change.
Ability to build consensus with interdepartmental teams to create plans.
Detail-oriented with strong organizational skills.
Excellent ability to deal with internal and external customers at all levels (i.e. reviewing authorities, technical consultants and media/press).
Demonstrated mastery of business/negotiating skills to effectuate multiple project executions.
Strong verbal and written communication skills.
Ability to respond to emergencies on a 24/7 basis and be available for periodic weekend coverage.
Valid driver’s license.
Familiarity with successful approaches/initiatives in the field of customer service.
Familiarity with innovations in point of sale service and technology.
Bachelor’s Degree in Business Administration or related field. Demonstrated equivalent experience, education, and/or technical credentials to include four (4) additional years of experience may be considered in lieu of degree.
Minimum of fifteen (15) years of experience in a position with increasing responsibility in a business environment with emphasis on Communications, Customer Service, Service Quality, Training, Operations Management and/or related field.
Minimum of ten (10) years of experience managing planning and processes.
Minimum of ten (10) years managing a diverse workforce.
This is a safety sensitive position and subject to toxicology testing. As an employee of Metro-North Railroad you may be required to complete a New York State financial disclosure statement, if you earn more than $95,534.00 or if you hold a position designated as a policy maker. Effective September 2017, all full-time non-agreement personnel other than those directly involved with the movement of trains or delivery of service, or assigned to other emergency response teams, are required to serve in the Station Terminal Auxiliary Response (STAR) program requiring Terminal coverage for Grand Central Terminal (GCT) from 4:30 PM-7:30 PM one week per year or responding to Station STAR duty during a service disruption, system-wide at various hours including nights and weekends. This program is designed to improve Metro-North’s ability to provide customer service during emergencies that impact service delivery or other service disruptions that require staff to provide directions and information to MNR customers at GCT or outlying stations. Please note, hours worked during your participation week are subject to change.
Due to the competitive nature of the selection process, not all qualified candidates who meet the minimum requirements for the position are guaranteed an interview. To be selected for a position, one must meet the following criteria: (1) satisfy the minimum requirements listed in the job posting, (2) if applicable, successfully pass a written and practical exam, (3) satisfy a background investigation (including but not limited to, employment, education, and criminal history), and (4) pass a verbal interview. Metro-North may also require the applicant to undergo a physical ability test, and, if the Company extends a conditional offer, may require him or her to undergo a medical examination, which may include toxicological testing. Failure to pass any step within the hiring process will result in the disqualification of your application. Additional Criteria for Current Employees: Current Metro-North employees must be in active service to be eligible for consideration. Agreement Employees applying for a position outside of their present craft are required to have worked in your current union for at least one (1) year preceding the Application Deadline to be eligible to apply for a posted position, and have completed the agreed upon formal training commitment, including on-the-job training or lock-in requirement, if applicable (for example: Signal Trainee, Foreman-In-Training, etc.). If you are transferring to another craft, you may be required to forfeit your seniority in your present union. Non-agreement employees must have worked in your current position for a minimum of one (1) year preceding the Application Deadline. Along with a background investigation (including but not limited to, employment, education, and criminal history), employees are also subject to an internal investigation, which includes an evaluation not limited to discipline records and performance assessments.
We offer a competitive salary and a comprehensive benefits package.
To apply Online, Please Visit:
http://web.mta.info//mta/employment/ Click on Metro-North Railroad, select “Agree,” then Search by Job Title.
MTA Metro-North Railroad is an Equal Opportunity Employer