• Senior Director, Service Performance & Analytics

    MTA (New York, NY)


    Senior Director, Service Performance & Analytics

     

    Job ID: 11850

     

    Business Unit: New York City Transit

     

    Regular/Temporary: Regular

     

    Department: Office of the President

     

    Date Posted: May 28, 2025

    Description

    Job Information:

    Title: Senior Director , Service Performance & Analytics

     

    First Date of Posting: 05/ 2 7 /2025

     

    Last Date of Posting: 06 /10/2025

     

    Business Unit: New York City Transit

     

    Regular/Temporary: Regular

     

    Department: Office of the President

     

    Division: Office of the Chief Operating Officer

     

    Compensation

     

    Salary Range: $ 122,958 - $ 174,060 ( Hay 890 )

     

    Overview

     

    MTA New York City Transit (NYCT) is seeking an experienced, data-driven professional to serve as Senior Director, Service Performance & Analytics within the Office of the COO. This position is responsible for leading high-level analytical functions and service performance initiatives across all NYCT modal departments—including Subways, Buses, and Paratransit. The successful candidate will collaborate with senior leadership, command centers, and planning units to identify and address key operational trends and improve service delivery.

    Key Responsibilities

    + Strategic Analysis & Performance Improvement

    + Identify service and operational trends affecting NYCT’s modal departments and make data-informed recommendations aligned with key performance indicators (KPIs).

    + Assist the COO with evaluating and enhancing service operations through process improvement and performance reporting.

    + Conduct operational analyses to propose solutions to complex, multifaceted service issues.

    + Collaboration & Cross-Department Coordination

    + Liaise with analytical teams across modal departments to support programs targeting KPI improvement.

    + Work with Operations Planning and Command Centers to develop reports and advisement strategies for enhancing revenue service.

    + Coordinate with internal stakeholders including Subways, Buses, Paratransit, System Safety, and DOT.

    + Benchmarking & Evaluation

    + Conduct internal benchmarking studies to identify best practices for delivering fast, safe, and reliable transit service.

    + Use service monitoring tools, customer/employee feedback, and field observation to assess service quality.

    + Focus on performance metrics such as service speed, headways, and reliability.

    + Leadership & Reporting

    + Manage the COO’s analysis staff and provide high-level support to service-related analytical teams.

    + Offer technical guidance and staff development to maintain high-quality performance output.

    + Produce a weekly recap of system-wide performance, significant service events, mitigations, and lessons learned.

    + Present findings and feedback to NYCT’s senior leadership, including the President, Chief of Staff, and Department Heads.

    Minimum Qualifications

    + Bachelor’s degree in public administration, transportation planning, engineering, data science, or a related field .

    + Minimum of 10 years of progressively responsible experience in data analysis, service performance, or transit operations, with at least 5 years in a leadership or strategic role.

    + Strong understanding of performance metrics and service planning principles in a large transit system.

     

    Preferred Skills

     

    + Proven ability to synthesize data into actionable strategies.

    + Demonstrated experience managing analytical teams and working with senior executives.

    + Excellent written and verbal communication skills.

    + Proficiency in data analysis tools (e.g., Excel, Tableau, Power BI, Python, or R).

    + Strong interpersonal and collaborative skills.

     

    Selection Method

     

    Based on evaluation of education, skills, experience, and interview.

     

    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.