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District Customer Service Manager

Job ID: 12278

Business Unit: New York City Transit

Regular/Temporary: Regular

Department: Station Environment & Oper

Date Posted: Jul 17, 2025

Description

Job Information: 12278

Title: District Customer Service Manager

First Date of Posting: 07/17/2025

Last Date of Filing: 07/31/2025

Authority: TA

Department: Subways

Division/Unit: Station Environment & Operations

Reports to: Vice President, Station Environment & Operations

Work Location: Various

Hours of Work: Managerial

This position on the NYC Transit payroll is competitive and is eligible for the 55-a Program. This position is open to qualified persons who are eligible for the 55-a Program. Please indicate in your cover letter and in the upper right corner of your resume that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the following link https://www1.nyc.gov/site/dcas/employment/55-a-program.page

Compensation:

Salary Range: $135,728 - $192,646

(Executive @ 1192 points)

Responsibilities:

The Department of Subways is seeking dynamic, customer-focused leaders to assume the role of District Customer Service Manager within the Division of Station Environment & Operations. This position will be responsible for the customer-focused execution of all operational, cleaning and maintenance related aspects of a geographical zone of approximately 125 subway stations. The selected candidate will create and implement policies to ensure that customers are provided with prompt and courteous customer service; clean, safe, well maintained and readily accessible subway stations; and accurate and timely travel, schedule, service and fare information. The successful candidate will directly manage project groups responsible for performing mobile wash heavy duty cleaning and sanitizing; painting and scraping projects; and the enhanced track tile cleaning operation. Ensures that staff is trained in the execution of safety policies and practices governing the operation and maintenance of the station environment as well as the efficient and orderly movement of customers through station confines. In addition, the selected candidate will monitor activities such as planning, budget development & control, resource allocation, material & equipment planning and inventory control; monitor station performance and makes recommendations to improve customer service, safety and performance data.

Education and Experience:

A Bachelor’s degree from an accredited college in Business or Public Administration, Transportation Management or a closely related field of study, and ten (10) years of full-time related experience; of which seven (7) years must have been in a managerial/supervisory capacity; Or

A satisfactory combination of education and experience.

Desired Skills:

Knowledge of automated fare collection, construction trades, specialized cleaning and ADA regulations. Knowledge of relevant policies and procedures including Collective Bargaining Agreements and OSHA regulations.

Strong ability to inclusively lead a large, unionized team.

Ability to communicate with all levels of employees in the organization.

High level decision making, negotiation and conflict resolution skills.

Excellent strategic thinking skills.

Excellent verbal and written communication skills.

Selection Method:

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

All appointments, with the exception of the Department of Subways employees on MaBSTOA payroll, will be made on the NYCT payroll .

Other Information:

As an employee of MTA-NYC Transit, you may be required to complete an annual financial disclosure statement with the State of New York, if your position earns more than $105,472 (this figure is subject to change) per year or if the position is designated as a policy maker

How to Apply:

MTA employees must apply via My MTA Portal (http://www.mymta.info/) . You can submit an online application by logging into My MTA Portal, clicking the My Job Search ribbon, and selecting the “Careers” link.

Logging in through My MTA Portal will link your BSC ID number to your job application to identify you as an internal applicant.

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.