Director - Grand Central Terminal Station Operations

POSTING NO.

7299

JOB TITLE:

Director – Grand Central Terminal Station Operations

DEPT/DIV:

Operations

WORK LOCATION:

Grand Central Terminal & 125thSt

FULL/PART-TIME

FULL

SALARY RANGE:

$122,014.00-$160,143.90

DEADLINE:

May 15, 2024

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 to its employees.

Position Objective:

Responsible for public-facing customer information services in Grand Central Terminal (GCT) as well as providing a safe, comfortable, and well-informed customer experience during normal operations, service disruptions, and special events. The position is responsible for the overall cleanliness and appearance of Grand Central Terminal as well as all forward-facing agreement and non-agreement employees. Coordinates the efforts of Metro-North Railroad (MNR), Grand Central Madison, (GCM), GCM, MTA Real Estate, GCT Managing Agent, and MTAPD so that GCT remains a vibrant transit hub that effectively ensures an outstanding commuting, shopping, dining, and visitor experience in support of MNR’s vision, mission, and strategic goals. Act as the Principal in charge of the Station Operations Department in the absence of the Chief Station Officer.

Responsibilities:

• Direct the effective day-to-day operation of Grand Central Terminal forward functions to ensure an excellent customer experience for commuters, retail customers, and visitors. Responsibilities encompass all customer-facing services, including information delivery by uniformed customer contact personnel from the Station Masters Office, GCT Ticket Office to include Harlem-125th Street, Lost and Found, Mailroom, Group Travel and Mail and Ride, Terminal Appearance, and GCT Events. Maintain a safe, secure, and comfortable customer environment through collaborative efforts with MNR and MTA Agency personnel as well as other stake holders. Participate in the Railroads Emergency Management Task Force (EMTF), which includes providing GCT-based oversight to the EMTF as well as the execution of service plans during service disruptions and other major events that occur within GCT that require Senior Management’s response.
• Direct the Grand Central Terminal Appearance Team and provide oversight to ensure the overall cleanliness and quality of our customer experience is maintained at the highest level. Provide direction that focuses on the terminal’s appearance, customer service communication functions and retail tenant support.
• Coordinate the efforts of MNR, MTA Real Estate, and GCT Managing Agent to ensure GCT remains a highly desirable retail operation. Oversee Special Events and GCT Tours in Grand Central Terminal and Vanderbilt Hall, and coordinate publicity and movie support.
• Direct the customer service impacts regarding Long Island Railroad and/or Grand Central Madison Concourse Operating Company in Grand Central Terminal and/or Grand Central Madison, mitigating impacts to customers, and establishing contingency plans as necessary. Work collaboratively with LIRR/GCMCOC and other stakeholders to create an environment in Grand Central Terminal that allows for seamless customer service delivery upon opening of the new LIRR service to Grand Central.
• Provide oversight and direct management to the GCT Crowding Plan and in consultation with the Emergency Management Task Force (EMTF) to determine the level of additional support necessary from existing TCU personnel or other MNR forces. in Grand Central Terminal.
• Manage the operating budget for the GCT Station Operation Division. Implement cost control procedures for overtime management, attendance control, and procurement oversight. Oversee management employee development to improve skills, competencies, productivity, and morale.
• Plan, analyze, review, recommend, coordinate, and support capital, real estate, security, and commercial growth projects and programs for Grand Central Terminal.
• Act as the Principal in charge of the Station Operations Department in the absence of the Chief Station Officer.
• Select, develop, and motivate personnel within the department. Provide career development for subordinates. Provide prompt and effective coaching and counseling. Responsible for discipline/termination of employees when necessary. Review the performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.

Required Knowledge/Skills/Abilities:

• Demonstrated leadership skills with the ability to foster teamwork and motivate employees.
• Excellent written, and verbal communication and presentation skills.
• Excellent organizational skills with attention to detail.
• Excellent negotiation skills with the ability to manage conflicting issues to resolution.
• Demonstrated interpersonal and front-line employee supervision skills.
• Strong knowledge of standard safety policies and procedures.
• Demonstrated experience coordinating with various departments and staff to complete projects on time and within budget constraints.
• Knowledge of principles and practices of customer service in a public transportation operation.
• Must be proficient in Microsoft Office Suite, (i.e. Access) and/or comparable applications.
• Ability to strategically view customer service needs, and concerns, and execute broad programs to address these issues.
• Demonstrated ability to manage competing priorities and complex projects in a fast-paced environment.
• Ability to prepare and analyze data.
• Ability to work all shifts on a 24/7 basis, with the possibility for mandated staffing and coverage, emergency call-in and response, and deployment to anywhere within the MNR operating area. This includes nights, weekends, and holidays in all weather conditions.
• Must have a valid driver’s license.

The following is/are preferred:

• Familiarity with Ticket Sales, Revenue Accounting and/or TVM Operations.
• Familiarity with Group Sales/Mail and Ride as well as any marketing responsibilities related to railroad operations.
• Familiarity with building maintenance, custodial, or hospitality services.
• Understanding of Event Management.
• Familiarity with Public Address Systems, Visual Information Systems, and Railroad Operations.
• Familiarity with MNR Safety Rules.
• Familiarity with all departments working within Grand Central Terminal with emphasis on Transportation and Customer Service.
• General knowledge of train service operations.
• Familiarity with collective bargaining agreements.

Required Education and Experience:

• Bachelor’s degree in Business, Engineering, Planning, Accounting, Transportation or other related field. Demonstrated equivalent experience, education and/or technical skills to include four (4) additional years of related experience may be considered in place of a degree.
• Minimum (10) ten years of progressive leadership experience in an increasingly complex facility, hospitality, and retail and / or transportation station/facility management.
• Minimum (7) seven years experience managing and developing a professional staff.

Other Information

This position is safety-sensitive and subject to toxicological testing.

According 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”).

Employees driving company vehicles must complete defensive driver training once every three years for current MNR drivers; or within 180 days of hire or transfer for an employee entering an authorized driving position.

Equal Employment Opportunity

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including those concerning veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.