Director, Station Service Delivery and Capacity Enhancement
MTA New York City Transit
Professional Area:
Transportation Planning
Experience:
7-10 years
Location:
New York, NY
Director, Station Service Delivery and Capacity Enhancement
21st Century Service Delivery
The NYC Subway recently celebrated its 110th anniversary and reached a record ridership of over 6 million daily riders. Today, MTA New York City Transit faces many exciting challenges: growing ridership, capacity and financial constraints, changing technology, and increasing customer expectations. These challenges demand a visionary approach, one that looks to redefine the service we provide in order to meet the needs of the next 100 years. The 21st Century Service Delivery unit, reporting to the agency’s President, is tasked with developing this vision of how we deliver customer service within our system, how we communicate with our riders, and how we strategically, creatively, and aggressively enhance capacity within our system, and with developing the implementation plans to carry it out.
The Director of Station Service Delivery and Capacity Enhancement is responsible for defining the future of service delivery within Subway stations and for developing a long-term plan to enhance capacity within our Subway and Bus network, collaborating with key players at all levels from across the agency to solicit information, develop proposals, make recommendations, and gain agreement and approval. The selected candidate will:
- solicit input from management within NYCT and other MTA agencies, from external parties, and from research of industry best practice and innovation to develop proposals;
- work with colleagues to determine what is required to support proposed initiatives in terms of infrastructure, tools, people, and processes;
- lead the prioritization of initiatives and the development of implementation roadmaps;
- present recommendations and proposals to decision-makers to gain their approval;
- guide the procurement and management of capacity assessment and mitigation studies;
- chair a committee that leads short-term capacity enhancement initiatives;
- coordinate the development of detailed implementation plans;
- lead organizational change management efforts for all changes resulting from proposals;
- coordinate resourcing and training activities with Human Resources and Operations Training;
- supervise subordinate staff and oversee the work of team members from other business units; and
- manage consultant contracts
Education and Experience:
- A baccalaureate degree from an accredited college in Transportation Management, Public Policy, Urban Planning or a related field; and a minimum of eight (8) years of experience, of which five (5) years must have been in a managerial or supervisory capacity
Or
- A satisfactory equivalent of the combined education and experience requirements.
Desired Skills:
The ideal candidate should possess:
- Knowledge of transit planning, operations, and/or management.
- Strong analytical and quantitative ability.
- Excellent project management, problem solving and change management skills.
- Ability to interact with senior management and to build consensus.
- Self-directed with ability to work under timelines.
- Excellent verbal and written communication skills.
- A Master's degree in a relevant area is desirable
Visit our website: http://web.mta.info/mta/employment/ Select: Job Postings, select NYC Transit, Search by Title for Director, Station Service Delivery/Capacity Enhancement, Job ID: 84256
MTA NYC Transit is an Equal Opportunity Employer