Manager, Transportation - Rail

Chicago Transit Authority•Chicago, IL

About The Position

Manages, plans, and coordinates staff actions and performance of rail operations personnel at the route and terminal levels. Supervises operations in assigned service areas to ensure safe, on-time, clean, and friendly transit service. Addresses service challenges arising from weather, emergencies, and normal daily operations to meet the needs of internal and external customers. The role supervises, mentors, hires, trains, develops, monitors, and evaluates staff; reviews and recommends personnel actions; and investigates operational and employee matters, including rule violations, grievances, complaints, and customer service concerns. It oversees safety and service quality, responds to accidents and emergencies in the field, coordinates alternate routes and shuttle service, and works with management and union representatives. The position also serves as a first-level CTA contact at community meetings and with governmental and city agencies, monitors special events, and communicates service information to senior management. The position splits time among rail yards, terminal platforms, and an office environment. It involves variable shifts, 24/7 on-call availability, exposure to adverse weather and moving vehicles and energized third rail, and walking in yard areas where footing may be uncertain.

Requirements

Bachelor’s degree in a related field, or a combination of education and experience relating to the position.
Three or more years of experience, preferably in the fleet and/or transportation industry, including project management experience with a strong customer service focus.
Two years of experience in a supervisory role related to the position’s responsibilities.
Experience in transit operations.
Experience working in a multi-union environment.
Valid State of Illinois driver’s license.
Successfully complete a rail operations familiarization program within six months of hire.
Maintain current Rail Safety or Train Operating Certification.
Detailed knowledge of the 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 incidents, emergencies, labor hours, and related topics.
Working knowledge of public transit rail operations and administration.
Strong employee interviewing, conflict resolution, customer service, written communication, and oral communication skills.
Intermediate computer skills.
Ability to direct people calmly and effectively during emergencies.
Ability to research and analyze rail operations and prepare reports.
Ability to tolerate extreme weather conditions and long, intense work periods when in the field.
Ability to remain stationary for extended periods and constantly operate a computer and other office productivity machinery.
Exempt (Non-Union) employees must live within the CTA Statutory Service Area at the time of employment or within six months of beginning employment at CTA.
Must be available for emergency calls 24 hours a day, seven days a week.

Nice To Haves

Microsoft Office Suite experience preferred.

Responsibilities

Supervise and mentor employees regarding work assignments, job duties, responsibilities, and procedures.
Investigate rule, regulation, and standard operating procedure violations; interview employees and determine appropriate actions under Authority and Local Union guidelines.
Maintain tracking documents for employee interviews.
Manage staff to ensure safe, high-quality customer service.
Travel to accident and emergency sites to supervise rail service personnel and operations.
Implement accident-prevention efforts through observations, safety audits, investigations, and monitoring compliance with safety regulations.
Recommend corrective measures to prevent accidents, reduce injuries, and minimize customer service complaints.
Communicate alternate routes, advise on shuttle service, and coordinate staffing needs with management.
Answer customer service questions and resolve customer complaints in the field.
Observe operations and recommend improvements to maintain and increase ridership.
Review and investigate employee grievances and complaints; decide on requests after investigations, interviews, and discussions with union representatives.
Prepare first-level grievance responses and respond to routine union questions and concerns.
Observe and evaluate staff and supervisor performance for compliance, identify deviations, and determine corrective actions.
Investigate customer service complaints and monitor revenue collection for staff compliance.
Serve as first-level CTA contact, attend community meetings, and work with governmental and city agencies on special events and service coordination.
Communicate special-event and service information to senior management.
Hire, train, develop, monitor, and evaluate staff, and review and recommend personnel actions for approval.
Perform related duties as assigned.