Manager, Transportation - Rail

Chicago Transit Authority•Oak Park, IL

10d

About The Position

Manages, plans, and coordinates staff actions and performance of rail operations personnel at the route/terminal levels. Supervises operations in the respective service areas to ensure the highest quality of safe, on-time, clean and friendly transit service. Effectively and efficiently addresses service challenges presented by weather, service emergencies and normal day-to-day operations to ensure that the needs of the internal and external customers are met.

Requirements

Bachelor’s degree in a related field or a combination of education and experience relating to position.
Three (3) or more years of experience preferably in the fleet and/or transportation industry and project management experience with a strong customer service focus, plus two (2) years in a supervisory role related to the responsibilities of the position.
Experience in transit operations.
Experience working in a multi-union environment.
Valid State of Illinois Driver’s license.
Once hired, it is expected that incumbent successfully complete a rail operations familiarization program within six (6) months.
Required to maintain current Rail Safety or Train Operating Certification.
Detailed knowledge of operational characteristics, services, and activities of a comprehensive transportation system.
Detailed knowledge of transit passenger and employee safety principles.
Working knowledge of procedures and requirements for record keeping and reporting of incidents, emergencies, labor hours, and related topics.
Working knowledge of public transit rail operations and administration.
Strong employee interviewing skills in regards to accidents, complaints, grievances, and disciplinary actions.
Strong conflict resolution and customer service skills.
Strong, written and oral, communication skills.
Intermediate computer skills (Microsoft Office Suite preferred).
Ability to direct people during an emergency situation calmly and with ease.
Ability to research, analyze, and prepare reports on rail operations

Responsibilities

Supervises and provides mentoring support to employees regarding work assignment, job duties and responsibilities, including the performance and procedures associated with job functions.
Investigates violations of rules, regulations and standard operating procedures.
Conducts interviews of employees when violations of the Authority’s rules, regulations, policies and procedures occur.
Determines and administers the appropriate course of action in accordance with the established guidelines of the Authority and Local Union.
Maintains the appropriate tracking documents as a resource to record/document interviews that have been conducted.
Manages staff to ensure safe and high quality customer service is met.
Travels to accident and emergency sites to supervise, rail service personnel and their operations.
Works to implement campaigns to prevent employee and passenger accidents through observations, safety audits, accident/incident investigations, and monitoring compliance with safety regulations.
Recommends corrective measures to prevent accidents, reduce injuries, and minimize customer service complaints.
Communicates alternate routes, advises on shuttle service, and works in conjunction with management staff to ensure that staffing needs are met.
Answers customer service questions and resolves customer complaints on the field.
Observes operations and recommends service improvements to maintain and increase ridership.
Collaborates with employees and communicates externally and internally to handle employee matters.
Reviews and investigates employee grievances and complaints.
Decides to accept or deny requests through investigation, employee interviews, and discussions with local Union representatives.
Prepares grievance responses at the first level of the process.
Responds to routine union questions and concerns directly and/or through interaction with other internal entities.
Observes and evaluates staff and supervisor performance for compliance with rules, regulations, and standard operating procedures (i.e., employee contact, line rides, station inspections).
Identifies and responds to performance deviations and determines the corrective course of action. This includes conducting investigations in regards to customer service complaints and monitoring revenue collection in regards to ensure staff compliance.
Serves as first level CTA contact, attends community meetings, and interacts with governmental and city agencies to monitor special events and coordinate service to ensure service levels will be met.
Communicates this information to senior management.
Hires, trains, develops, monitors, and evaluates staff.
Reviews and recommends personnel actions for approval.
Performs related duties as assigned.