Station Manager

Keolis America•Boston, MA

About The Position

The Station Manager leads the safe and efficient operation of all stations within a commuter rail group, ensuring excellent customer service and effective team management. The role oversees day-to-day station activities, operational standards, staff competence, customer experience, safety and security, budget delivery, stakeholder engagement, and continuous improvement. The Station Manager supports the Senior Station Manager in areas including asset and facilities management, customer satisfaction, labor relations, risk management, and engagement with the MBTA and other stakeholders. The position has a stated salary range of $80,000–$90,000. Applicants must be authorized to work in the United States; visa sponsorship is not available. Employment is contingent upon passing pre-employment drug and alcohol screening, receiving a favorable background check, and passing a physical examination.

Requirements

Knowledge and experience in transport and station operations.
Knowledge of health, safety, and security regulations.
Knowledge of customer experience and engagement.
Leadership and people-management skills.
Problem-solving and decision-making skills.
Stakeholder-management skills.
Must be authorized to work in the United States.
Must pass pre-employment drug and alcohol screening, receive a favorable background check, and pass a physical examination.

Responsibilities

Lead the safe and efficient operation of all stations on the commuter rail network.
Deliver operational standards for station staff and manage staff competence.
Serve as duty manager and lead day-to-day station activities, including revenue protection, crowd control, and team responses to service disruptions.
Ensure adherence to operational procedures.
Support the Senior Station Manager with asset management, station cleanliness, and facilities management.
Support the development of event and change plans and lead their delivery.
Manage station teams to deliver high standards of customer service and ensure stations are welcoming and inclusive.
Deliver Signature Service initiatives and embed them within the station team.
Support monitoring and improvement of customer satisfaction, handle complaints, and promote service excellence.
Manage and motivate frontline and customer service staff; oversee performance, training, and development; and guide staff activities.
Promote workforce engagement and adherence to company policies.
Support the Senior Station Manager with trade union relationships and proactively address employee relations issues.
Ensure compliance with health and safety regulations, emergency preparedness, incident management, regulatory requirements, and company policies.
Support the Senior Station Manager in building and maintaining the station risk register.
Lead or support investigations into operational incidents, near misses, and customer safety concerns.
Manage security risks, working with law enforcement and emergency responders as needed.
Deliver station operations within budget and enforce ticketing policies.
Liaise with internal teams, transport authorities, emergency services, and local authorities on operational and strategic matters.
Support representation of the organization with the MBTA and other stakeholders regarding station operations and event management.
Support station improvement projects and operational enhancements, including big boards and gate lines.
Support implementation of new technologies and digital solutions to improve efficiency.
Drive station sustainability initiatives, including energy efficiency and waste reduction.
Use data analytics to identify trends and optimize station performance.