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Job Title: Director Stations Operations

Department: Stations Operations

MTA Agency: Metro-North Railroad

Primary Location(s): North White Plains

Salary Range: $147,829-$184,786

Regulated/Safety Sensitive: Non-DOT/non-regulated Safety Sensitive

Union Affiliation: n/a

Closing Date (if applicable): Until Filled

Shift (if applicable): Any

Title 55-a (yes or no): n/a

Other: Not Telework eligible

Metro-North Railroad reserves the right to remove this posting before the Application Deadline.   

Opening: 

MTA Metro-North Railroad is a dynamic organization, operating out of the jewel of New York City, Grand Central Terminal.  We provide service to over 86.5 million customers, traveling in and out of New York and Connecticut.  A subsidiary of the Metropolitan Transportation Authority, Metro-North Railroad is one of the busiest commuter railroads in the nation.  MTA Metro-North Railroad strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities for its employees. 

Position Objective: 

This position provides strategic leadership and direction for the management and operation of Metro-North's outlying stations to enhance customer experience and support the railroad's vision and operational goals. The role is responsible for developing and implementing programs and initiatives that promote safe, efficient, customer-focused station operations while maximizing revenue-generating opportunities. Responsibilities include oversight of station cleaning and parking programs, coordination of station construction and development projects, management of customer amenities, ticket sales and revenue collection activities, implementation of alternate transportation services during service disruptions, and delivery of frontline customer support during operational changes and emergencies. The position collaborates closely with internal departments, contractors, municipalities, and external stakeholders to ensure stations are maintained in a state of good repair, operational performance objectives are achieved, and customers receive consistently high-quality experience throughout the Metro-North system

Responsibilities: 

• Direct and oversee Operations Support functions to ensure the timely, accurate, and compliant execution of administrative and operational activities, including payroll administration, human resources processes, procurement, safety programs, employee discipline, labor relations, budget development and management, expense controls, and compliance with MTA Internal Controls. Provide strategic guidance and oversight to support departmental objectives, regulatory requirements, and organizational priorities while ensuring efficient and effective business operations. 
• Strengthen and enhance established safety practices, procedures, training programs, and management oversight to further reduce employee and customer injuries, ensuring alignment with the goals, objectives, and performance targets of the Safety Program while fostering a culture of safety, accountability, and continuous improvement. 
• Lead and oversee comprehensive station cleaning programs to ensure the consistent delivery of a safe, clean, and attractive environment for customers, while maintaining service quality standards, enhancing the customer experience, and supporting the overall appearance and operational readiness of Metro-North facilities. 
• Lead initiatives to enhance station accessibility and oversee contracted customer parking programs, ensuring compliance with applicable regulations, improving customer convenience and mobility, optimizing vendor performance, and supporting a safe, accessible, and customer focused station environment. 
• Ensure the Station Operations Department maintains full compliance with corporate policies, MTA regulations, and all applicable federal, state, and local laws and regulatory requirements, implementing appropriate controls, monitoring processes, and corrective actions to mitigate risk and support safe, efficient, and accountable operations. 
• Develop and execute programs, initiatives, and station enhancement strategies that strengthen Metro-North's brand identity, elevate the customer experience, and promote a welcoming, consistent, and customer-focused station environment across the system. 
• Direct revenue collection activities and oversee the Ambassador Program at outlying stations, ensuring effective fare revenue protection, exceptional customer service, operational consistency, and the delivery of a positive customer experience through proactive passenger assistance, information dissemination, and frontline support. 
• Direct the planning and execution of alternate transportation services, including bus operations, and oversee customer assistance efforts during planned and unplanned service disruptions, ensuring the safe, efficient, and seamless movement of customers while minimizing service impacts and maintaining clear, timely communication. 
• Selects, develops, and motivates staff and provide career development for team members. Provide effective coaching and counseling. Manage team and individual performance. Create a professional environment that respects individual differences and enables staff to develop and contribute to their full potential. 
• Serve as an active member of Metro-North’s Corporate Leadership Team (CLT), translating the company’s strategic priorities into action while reinforcing a culture of safety, accountability, collaboration, and leadership expectations across teams. Partner across departments to advance enterprise-wide priorities, identify risks and operational barriers, and provide leadership with feedback, insights, and recommendations to support informed proposed solutions. 

Required Qualifications: 

Required Knowledge/Skills/Abilities: 

• Demonstrated leadership skills with the ability to foster teamwork and self-motivated employees  
• Excellent customer service and interpersonal skills.  
• Excellent verbal and written communication skills, including excellent presentation skills with the ability to effectively communicate with Senior Management, MNR Departments, MTA HQ, Government and Community officials.  
• Demonstrated problem solving, analytical and administrative skills.  
• Demonstrated ability to plan and manage complex projects in a fast-paced atmosphere. High Required Excellent ability to coordinate the work and resources of several departments to accomplish shared goals.  
• Must have valid Driver’s License. High Required Must be able to respond to emergencies 24 hours a day, 7 days a week.  
• Knowledge of District inter-departmental functions and responsibilities.  
• Knowledge of point-of-sale revenue activities, station tariffs and procedures.  
•  Familiarity with Railroad operations and safety programs and procedures.

Required Education/Experience: 

• Bachelor’s Degree in Arts/Sciences (BA/BS) in Business Administration, Transportation Management, Operations Management, Facilities Management, or other directly related field. Demonstrated equivalent education, experience and/or technical credentials may be considered in lieu of degree to include an additional 4 years of experience. 
• Minimum years (10) years of progressively responsible experience in transportation operations, station management, customer service, facilities management, or a related operational environment. 
• Minimum seven (7) years of management experience leading diverse teams, including frontline unionized employees, managers, contractors, and/or consultants. 

OTHER INFORMATION 

LICENSES AND CERTIFICATIONS 

Required: Valid Driver’s license

OTHER INFORMATION 

• Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).
• Final salary is determined experience, skillset, and alignment with compensation practices. The posted range reflects expected compensation and may be updated as market or business needs evolve.
• Employees driving company vehicles will be subject to License Monitoring and must complete defensive driver training once every three years for current MTA drivers; or within 180 days of hire or transfer for an employee entering an authorized driving position.
• To be eligible for consideration for a new role, current MTA employees must complete at least one year of service in their current role prior to applying. Additionally, eligibility to interview is contingent upon maintaining a satisfactory record of job performance, attendance, and disciplinary conduct.

EQUAL EMPLOYMENT OPPORTUNITY/ADA DISCLAIMER 

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers and encourage qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.

If you seek a reasonable accommodation for a medical condition or disability, or for a religious practice or observance, to participate in the job application or interview process, please notify your MTA representative once you have been contacted regarding the role.

HOW TO APPLY: 

For Internal Applicants: Log in to the My MTA Portal, click on the My Job Search tile, select the Careers link, search for the desired position, click Apply, and follow the on-screen instructions.

For External Applicants: Visit www.mta.info, click the “Careers” link located in the footer under the "The MTA" section, then click on “See All Open MTA Positions”. Search for the desired position, click Apply, and follow the instructions.