Station Manager

Keolis Canada • Boston, MA

1d • $80,000 - $90,000

About The Position

The Station Manager leads the safe and efficient operation of all stations within a group on the commuter rail network, ensuring excellent customer service and effective team management. The role oversees day-to-day station operations, staff performance and development, operational standards, station safety and security, customer experience, and compliance with company policies and regulatory requirements. The Station Manager also supports the Senior Station Manager with asset and facilities management, customer satisfaction, risk management, stakeholder relationships, and station improvement initiatives.

This position supports station budgets and ticketing policy enforcement, coordinates with transport authorities and emergency services, and helps implement operational changes, technologies, and sustainability initiatives. 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, a background check, and a physical examination.

Requirements

• Knowledge of 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.
• Authorization to work in the United States; visa sponsorship is not available.
• Must pass pre-employment drug and alcohol screening, a background check, and a physical examination.
• Must be able to perform the essential job duties satisfactorily, with reasonable accommodation provided when appropriate.

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 welcoming, inclusive stations.
• Deliver Signature Service initiatives and embed them within the station team.
• Support monitoring and improvement of customer satisfaction metrics, handle complaints, and drive service excellence.
• Manage and motivate frontline staff and customer service representatives.
• Oversee staff performance, training, and development; provide structure and guidance for frontline activities.
• Promote workforce engagement and adherence to Keolis policies.
• Support the Senior Station Manager in trade union relationships and proactively handle employee relations issues.
• Ensure compliance with health and safety regulations, emergency preparedness, and incident management requirements.
• 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 required.
• Maintain compliance with regulatory requirements and company policies.
• Deliver within station budgets and ensure enforcement of ticketing policies.
• Liaise with internal teams to support seamless station operations.
• Engage with transport authorities, emergency services, and local authorities on operational and strategic matters.
• Support the Senior Station Manager in representing the organization with the MBTA and other stakeholders on 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.

Benefits

• Medical and prescription coverage
• Dental and vision coverage
• Railroad Retirement Benefits
• 401(k) program
• Flexible Spending Accounts
• Transit and parking reimbursement benefits
• Employee Assistance Program
• Company-sponsored life and accidental death and dismemberment benefits
• Education assistance
• Short- and long-term disability benefits
• Voluntary supplemental health plans for accidents, critical illness, and hospital stays
• Pet, home, and auto insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed