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Assistant Director - Station Operations

Job ID: 11970

Business Unit: Metro-North Railroad

Regular/Temporary: Regular

Department: HUD/HAR Station Services

Date Posted: Jun 9, 2025

Description

POSTING NO.

11970

JOB TITLE:

Assistant D irector – Stations Operations

DEPT/DIV:

Executive Division

WORK LOCATION:

Croton Harmon

FULL/PART-TIME

FULL

SALARY RANGE:

$ 134,055 .00

DEADLINE:

June 20, 2025

Metro-North Railroad reserves the right to remove this posting before the Application Deadline.

Opening:

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 86.5 million customers, traveling in and out of New York and Connecticut. A subsidiary of the Metropolitan Transportation Authority, Metro-North Railroad is one of the busiest commuter railroads in the nation. MTA Metro-North Railroad strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities to its employees.

Position Objective:

This position is to enhance the customer experience at Metro-North’s outlying stations by directing and managing the day-to-day operation of the District Managers – Stations. This position also coordinates the Structures and Capital Program functions to bring the stations to a state of good repair and continue to maintain them to the highest standards in support of Metro-North goals. Ensure a safe environment for customers and employees.

Responsibilities:

+ Create strategies to direct and motivate Managers, Custodians, and Ticket Sellers to take ownership of the outlying stations. Develop and coordinate the implementation of station policy standards.

+ Direct ticket selling operations in all ticket offices, including Grand Central Terminal, Harlem -125th Street, and outlying ticket offices. Direct the collection and protection of all ticket office sales revenue and the appropriate distribution of ticket seller working funds. Ensure the appropriate storage of used and unused ticket stock. Direct and oversee audits of ticket sales, revenue, and ticket office working funds.

+ Working with structures, monitor performance of station operations, and develop a plan prioritizing work based on station cleanliness and maintenance.

+ Identify capital planned priorities for station implementation and enhancements in conjunction with Capital & Long-Range Planning and the Structures Department.

+ Ensure appropriate safety measures are complied with, including safety procedures, policies, awareness , and personal accountability, to establish and maintain a safe work environment for all employees and customers in accordance with corporate goals. Perform Safety, Accountability , and Productivity Audits and Inspections on a routine basis as required.

+ Manage daily parking operations, including: operator’s parking fee collection, customer service, coordination of parking permit renewals, violations/enforcement, internet website, etc.

+ Oversee parking operators’ field performance, including preventative maintenance, emergency repair, and snow removal activities , etc.

+ Oversee station/employee amenities in stations and railroad facilities. Manage soda/snack vending machines, Automatic Teller Machines, car rental , and taxi programs.

+ Provide 24/7 response to planned and unplanned service disruptions. Assist in providing alternate transportation or bus service , as well as customer service in stations.

+ Select, develop, and motivate staff and provide career development for team members. Provide effective coaching and counseling. Manage team and individual performance. Create a professional environment that respects individual differences and enables staff to develop and contribute to their full potential.

Required Qualifications:

Required Knowledge/Skills/Abilities:

+ Select, develop, and motivate staff and provide career development for team members. Provide effective coaching and counseling. Manage team and individual performance. Create a professional environment that respects individual differences and enables staff to develop and contribute to their full potential.

+ Ability to direct point of sale revenue activities , including the automated and manual collection of fare revenues.

+ Excellent problem-solving , analytical, decision-making , and administrative skills.

+ Demonstrated leadership skills with the ability to foster teamwork and motivate employees at all levels.

+ Ability to manage competing priorities.

+ Ability to coordinate the work and resources of several departments to accomplish shared goals.

+ Demonstrated ability to view customer service needs and concerns, be creative, and execute broad programs to address these issues.

+ Must have excellent project management skills with the ability to adhere to deadlines.

+ Working knowledge of MS Office, and/or comparable applications.

+ Must be able to respond to emergencies 24 hours a day, 7 days a week.

+ Must perform station and employee audits at various times of the day.

+ Valid driver’s license.

The Following is/are preferred:

+ Familiarity with ticket office operations .

+ Familiarity with MTA Metro-North Railroad Passenger Tariffs.

+ Familiarity with the application of collective bargaining agreements.

+ Familiarity with parking operations and station access planning, railroad and/or related transportation planning.

Required Education and Experience:

+ Bachelor’s Degree in Business or other related field. Demonstrated equivalent experience, education , and/or technical credentials may be considered in place of a degree , to include four (4) years of experience.

+ Minimum of seven (5) years in an increasingly responsible business environment with emphasis on Customer Service, Station Service, Service Quality, Training, Operations Management , and/or related fields , preferably in a transportation environment.

+ Minimum of three (3) years of experience managing planning and processes, management personnel , and/or a diverse workforce.

Other Information

This position is safety-sensitive and subject to toxicological testing.

According 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”).

Employees driving company vehicles must complete defensive driver training once every three years for current MNR drivers; or within 180 days of hire or transfer for an employee entering an authorized driving position.

Equal Employment Opportunity

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including those concerning veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.