Senior Manager, Service Information Office

Senior Manager, Service Information Office

This position oversees the LIRR MNR Service Information Office's real-time operation, facilitating accountability and coordination with Transportation Supervision and other internal managers. This role will also supplement the work of our AM Peak Managers at not just LIRR, but also Metro-North Railroad, supporting the day-to-day SIO functions to run two 24/7 departments effectively.

Responsibilities include:

• Working with counterparts and colleagues within the Long Island Rail Road and at Metro-North Railroad to oversee the daily operation and functions of the office.
• Facilitating and supporting real-time information gathering, exchange, and synthesis of evolving detail-oriented service changes within the Operating Theatre, as well as taking part in after-incident inter-departmental assessments.
• Coordinating with Service Planning, Stations, and Transportation to advocate for our customers and develop comprehensive communication plans across all public-facing touchpoints.
• Drafting planned work and real-time communication plans to provide our customers with the ability to make informed travel plans.
• Creating and running skill strengthening sessions, such as table-top drills, road day excursions, and coaching sessions.
• Ensuring that internal protocol guides are up to date and that staff are meeting those expectations.
• Assisting the Crew Dispatchers in the daily filling of shifts; managing administrative functions, including assisting with the hiring and training of new employees, weekly payroll via Kronos and C-Tams, and the department's yearly vacation picks.
• Selecting, developing, and motivating personnel within the department. Providing career development for subordinates. Providing prompt and effective coaching and counseling. Responsible for discipline/termination of employees when necessary. Reviewing the performance of staff. Creating a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.

Required competencies include:

• Ability to understand and digest complex information in a fast-paced, high-stress environment.
• Strong understanding of cloud-based and remote coordination programs, such as Microsoft 365, Slack, Teams, Basecamp, and/or Monday.com.
• Excellent communication and interpersonal skills.
• Excellent organizational and presentation skills.
• Ability to work with all internal levels within a given organization.
• Able to thrive in a high-profile, high-pressure environment effectively.
• Experience managing a staff responsible for directly responding to customer complaints, issues, and problems arising from service disruptions or other service emergencies.
• Demonstrated understanding of working in a unionized team and associated work rules.
• Flexibility and adaptability skills with the ability to work various hours (24/7), including days, evenings, weekends, and holidays.

Required education and experience include:

• Bachelor's Degree or demonstrated or an equivalent combination of education and experience may be considered in lieu of a degree; and
• Minimum of eight (8) years of full-time related experience.
• Minimum of three (3) years must have been in a management/supervisory capacity.

The following is/are preferred:

• Knowledge of MTA operations, rules, and regulations.
• The ability to quickly analyze complex service disruption information and make thoughtful decisions on the best way to communicate the impact the service disruption will have on customers.
• Excellent customer service and communication skills.

Other information may include:

• May need to work outside of normal work hours (i.e., evenings and weekends).
• Travel may be required to other MTA locations or other external sites.

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").

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.