Senior Manager, Rail Station Management

POSITION SUMMARY
Plans and manages the activities of all Station Management functions, including customer service personnel and rail janitors in multiple locations. Oversees and monitors Station Management programs and janitorial processes to ensure advancement in the quality of customer service standards, maintenance of customer satisfaction, and ensuring clean, safe, and functional facilities for Authority customers. Develops, implements, and recommends improvement initiatives according to industry best practices and corporate standards.
PRIMARY RESPONSIBILITIES

• Administers the development and administration of the Station Management budgets, programs, policies, goals, and objectives.
• Monitors and enforces compliance of work processes and procedures to ensure safe customer service delivery on routes.
• Generates schedules, project plans, union picks, and other strategic documents to direct work activities.
• Determines material needs, personnel needs, and maintenance activities.
• Plans and manages the development, monitoring, and adherence to annual budgets and project cost estimates.
• Develops department initiatives and oversees coordination of training bulletins and communications to personnel.
• Identifies and provides recommendations for areas of improvement within the Facilities Maintenance Department.
• Monitors department performance metrics and implements activities to improve performance.
• Manages and performs snow removal processes as needed to ensure facilities and stations are accessible and safe for all Authority employees, customers, and transportation equipment/vehicles. Assists general managers in implementing and planning Snow Response Strategies.
• Manages and provides leadership to Station Management staff responsible for the maintenance and functioning of Authority facilities.
• Develops and implements performance goals and manages performance evaluation processes.
• Monitors and supervises subordinate employees to ensure compliance to performance criteria.
• Conducts disciplinary interviews and investigations, responds to grievances, and recommendations for discharge.
• Responds to customer complaints and reviews supervisory and managerial employee observations.
• Develops various metrics to measure employee performance.
• Administers employee recognition programs and reports on outcomes to senior management.
• Oversees the inspection of facilities and work done by department personnel.
• Assesses inspection reports to ensure work is done according to established rules, policies, procedures, and Authority standards.
• Evaluates and monitors the performance of staff for compliance with work processes and safety standards.
• Manages the day-to-day functions of the department.
• Oversees operational and administrative activities.
• Provides reports and status updates to executive management.
• Represents the Authority at meetings with vendors, contractors, and municipal agencies.
• Monitors conditions of Rail Stations and arranges for repairs and improvements through appropriate departments.
• Attends community meetings and reaches out to local government bodies and local fire and police departments as it relates to Station Management and safety.
• Evaluates new products, equipment, and technology. Researches products and equipment, and assesses for proper quality and reliability. Assists with contract management or negotiations with vendors and suppliers.
• Manages the activities of personnel during system emergencies and incidents. Responds to weather-related emergencies that may require additional services and personnel.
• Plans, monitors, and provides special and emergency services by interfacing with other departments such as Planning and Facilities Maintenance.
• Hires, trains, develops, monitors, and evaluates staff. Reviews and recommends personnel actions for approval.
• Performs related duties as assigned.

MANAGEMENT RESPONSIBILITIES
Reporting to this position are the following jobs:
Job Title

• Manager, Station Management

CHALLENGES

• Maintaining Authority standards and industry best practices to ensure facilities are kept clean, safe, and functional.
• Motivating assigned employees to excel in job performance.
• Maintaining a high public safety record while working with a young workforce, aging equipment, and numerous projects.
• Designing maintenance programs and initiatives that ensure efficiency and remain budget conscious.
• Dealing with stress due to "24-hour on call" nature of the job.

EDUCATION/EXPERIENCE REQUIREMENTS

• Bachelor's degree in Business Management, or a related field, plus five (5) years of managerial experience, with a strong customer service focus, of which three (3) years includes project management experience, or an equivalent combination of education and experience relating to this position, including relevant military experience.
• Experience in conflict resolution and interviewing employees regarding accidents, complaints, grievances and disciplinary actions preferred.
• Management experience with a strong customer service focus preferred.
• Transit experience a plus.
• Must possess a valid State of Illinois Driver's License.
• Must complete Rail Safety Training, and maintain current Rail Safety Training certification.

PHYSICAL REQUIREMENTS

• Must be able to traverse subway, elevated, street level right away in various weather conditions and be able to perform other task (e.g. climbing on and off trains.)
• Requires stooping, bending, kneeling, standing, walking, and climbing.
• May work in the presence of 600-volt DC electrical current and around moving trains.
• May be required to work outdoors for extended periods of time during emergencies.
• Requires remaining in a stationary position for extended periods of time and constantly operating a computer and other office productivity machinery.
• Service Area Requirement: Exempt (Non-Union) employees must live within the boundaries of the CTA Statutory Service Area either at the time of employment or within 6 months of beginning employment at CTA.

KNOWLEDGE, SKILLS, AND ABILITIES

• Detailed knowledge of facility maintenance processes and procedures.
• Detailed knowledge of the methods of conducting inspections.
• Working knowledge of collective agreements and working with union employees.
• Working knowledge of the practices and methods of customer service, transportation, and/or facility maintenance.
• Working knowledge of the principles and practices in interviewing employees regarding accidents, complaints, grievances, and disciplinary actions.
• Strong conflict resolution and customer service skills.
• Strong organizational skills and attention to detail.
• Strong oral and written communication skills.
• Strong interpersonal skills.
• Strong customer service skills.
• Good data collection, analysis, and presentation skills.
• Intermediate MS Word, Excel, and PowerPoint skills.
• Ability to lead a team effectively in challenging environments.
• Ability to write reports containing technical information.

WORKING CONDITIONS

• Required to work in the field, subject to existing weather conditions.
• Must travel throughout CTA service area when monitoring the performance of assigned personnel.
• Subject to normal subway conditions such as noise, dust, moving vehicles, etc. when visiting field locations.
• May work in close proximity to moving vehicles and energized third rail.

EQUIPMENT, TOOLS, AND MATERIALS UTILIZED

• Standard office equipment.
• Personal computer and related software, hand and power tools, and associated janitorial equipment.