Manager, Customer Communications

Metropolitan Transportation Authority•New York, NY

69d•Hybrid

About The Position

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: Leads and oversees the team responsible for delivering real-time service information about the MTA's 24/7 bus and subway network. Ensures that consistent, helpful, accurate, and timely communication is provided to NYC bus and subway customers. Provides customers with essential updates and assistance to enhance their overall travel experience.

Requirements

Must have knowledge of New York City Transit network infrastructure, service operations, customer service, and/or communications.
Considerable experience creating and publishing content for digital channels.
Ability to manage competing priorities.
Considerable experience using collaborative communication tools and software.
Excellent communication and interpersonal skills.
Must be able to work off-hours, including overnights and weekends.
Excellent organizational and presentation skills.
Demonstrated ability to work with all internal levels within a given organization.
Demonstrated ability to communicate and interact well with external agencies. External agencies may include the Governor's Office for New York State, the New York City government, elected and other public officials, as well as any staff located at other federal or state agencies or authorities.
Demonstrated ability to work in a high-profile, high-pressure environment effectively.
Demonstrated ability to communicate effectively with key internal and/or external stakeholders.
Must have strong managerial skills to effectively direct a staff of professional and technical employees in implementing the short- and long-term goals and direction for the area of responsibility.
Demonstrated ability to complete short- and long-term projects effectively and as efficiently as possible.
Demonstrated analytical capabilities and quantitative skills.
Demonstrated proficiency in Microsoft Office Suite or comparable applications, i.e., Word, Excel, PowerPoint, and Outlook
Bachelor's degree from an accredited college in Business, Transportation, or a related field. An equivalent combination of education and experience may be considered in lieu of a degree; and
Minimum 4 years of related experience.
Demonstrated supervisory and/or leadership abilities.
Must be a team-builder and a flexible, nimble thinker with proven expertise and capacity in high-volume, fast-paced professional environments.

Responsibilities

Gather information regarding current bus and subway service impacts from multiple communications channels to quickly produce and disseminate this information to internal and external audiences.
Direct teams to write and publish communications across New York City Transit channels, including digital signage at subway stations and on buses, MTA.info, MTA app and third-party apps, along with email and SMS; you'll also guide 1:1 customer support using chat.
Assess effectiveness of communications efforts, recommend, and implement improvements.
Develop and maintain team protocols; train staff in transit operations and customer service; oversee growth and development of team members; and implement corrective action plans when needed.
Lead performance reporting to assess effectiveness of team strategy, protocol, and management.
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.
Is held accountable for overseeing and evaluating contractor/consultant/vendor performance, where applicable: Observing the work performed by the contractor/consultant/vendor; Reviewing invoices and approving them if the work has contractual standards; Addressing performance issues with the contractor/consultant/vendor when possible and escalating issues to other parties as needed.
Other duties as assigned.

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