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Manager, Planned Service Changes

Job ID: 14056

Business Unit: MTA Headquarters

Regular/Temporary: Regular

Department: Planned Service Changes

Date Posted: Jan 2, 2026

Description

POSTING NO.

14056

JOB TITLE:

Manager, Planned Service Changes

DEPT/DIV:

Service Information

WORK LOCATION:

2 Broadway

FULL/PART-TIME

FUL L

SALARY RANGE:

$ 102,000 - $ 106,385

DEADLINE:

Until filled

This position is eligible for teleworking , which is currently one day per week. New hires are eligible to apply 30 days after their effective hire date.

Opening:

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation’s largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

Position Objective:

The Manager, Planned Service Changes position manages communications campaigns for planned service changes needed to support the MTA and New York City Transit’s strategic goals as they relate to routine maintenance and the MTA’s Capital Program infrastructure improvements. Deliverables include external campaigns that aim to set customer expectations through increased awareness of complex service changes and travel alternatives, as well as informing customers of the reason (ultimately for the customer benefit) behind the service change. The position also actively supports internal stakeholders in the successful execution of planned service change operations.

Responsibilities:

+ Contribute to the creation of the unified MTA customer experience vision, plus product roadmaps spanning multiple customer applications. Ensure digital touchpoints meet strategic standards and customer needs. Must possess versatility in employing holistic approaches, as well as discrete analysis of workflow and processes toward continuous improvement of the planned service changes content management system (CMS).

+ Project manages communications activities across the service change life cycle. Begins with an impact analysis of Operations Planning service plans to determine and prescribe appropriate communication levels and products. Develop written and/or mapped travel alternative solutions across subway and bus modes, as well as for changes to elevator and ADA Accessibility. Leverages both digital and print communications (brochures, posters, take-ones, specialty signage). Performs quality control for content accuracy and works with internal stakeholders to evaluate performance of printed signage and screens in situ (bus stops across NYC/472 subway stations) to ensure effectiveness and promote continuous improvement.

+ Collaborate with various MTA departments (Stations Dept and Traffic Checking Operations) to ensure information is deployed consistently, accurately, and in a timely manner. Works with MTA Customer colleagues including analysts, graphic artists, writers, print shop, and the distribution unit to expedite and deploy service change comms products. Prepares carefully targeted service information content and coordinates the posting of these changes in-system (472 stations). Manages all distribution and resupply efforts necessary to maintain optimal posting saturation levels in-system before and during the service change.

+ Conducts research, compilation, and layout collaboration with the Mapping unit on the Creative team. Manages both the quality control, review/concurrence and publishing phases to publish of 52 service change-map redraws annually.

+ Provides cross-functional quality control support with the Mercury content management system. Team review of service change postings, overview notices, and maps. Participate in weekly service plan analyst and communications tier assignment exercise.

+ Identify opportunities to improve customer information and streamline workflows, develop and implement new policies and process improvements.

+ Select, develop and motivate personnel within the department. Provide career development for subordinates. Provide prompt and effective coaching and counseling. Responsible for discipline/termination of employees when necessary. Review performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.

+ Other duties as assigned.

Required Knowledge/Skills/Abilities:

+ Must have general knowledge of the NYC-Metro transportation network

+ Must have knowledge of customer communications channels used by the MTA and the ability to adapt writing across platforms

+ Must possess strong computer skills.

+ Experience using content management systems, analytics, and project/task management software.

+ Must possess strong communication skills with the ability to provide written reports, presentations, and analysis reports.

+ Must possess good judgment and decision-making skills with a high degree of professional integrity and ethics.

+ Ability to multitask and balance competing priorities efficiently

+ Demonstrated ability to work in a high-profile, high-pressure environment effectively.

+ Ability to see the big picture and pay close attention to detail – thinking at both t he systems-level and about how communications achieve our goals at individual customer touchpoints.

+ Must have strong managerial skills to effectively direct a staff of professional and technical employees in implementing the short- and long-term goals of the department.

+ Knowledge of New York City subway/bus service and geography.

Required Education and Experience:

+ Bachelor’s degree in Business , Transportation, Communications, 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.

+ A minimum of five or more years related experience.

The Following is/are preferred :

+ Prior experience in service communications and/or customer service.

+ Demonstrated ability to work with all internal levels within the MTA .

Other Information

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 .

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”).

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.