Description

Job Title:Director- Grand Central Terminal Station Operations

Department:Station Operations

MTA Agency:Metro-North Railroad

Primary Location(s):Grand Central Terminal

Salary Range:$147,829 - $184,786

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

Union Affiliation:Non-agreement

Closing Date (if applicable):UntilFilled

Shift (if Applicable)

Title 55-a (yes or no):Not Applicable

Other:Not telework eligible

About The Agency

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.

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

Job Summary

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. Position is responsible for the overall cleanliness and appearance of GCT as well as all forwardfacing agreement and non-agreement employees. Coordinates the efforts of Metro-North Railroad (MNR), Grand Central Madison (GCM), MTA Real Estate, GCT Managing Agent, MTA Capital Construction East Side Access and MTA Police Department (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 GCT Operation's Officer.

Duties And Responsibilities

Direct the effective day-to-day operation of GCT forward functions to ensure 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 on 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 directions 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 with regard to Long Island Railroad (LIRR) and/or Grand Central Madison Concourse Operating Company (GCMCOC) 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 GCT Operation's 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 performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
Performs other duties as assigned
Complies with all policies and standards
May be required to work hours outside regular work hours, as applicable
Observes the work performed by contractors, as applicable
Reviews invoices and approves them if the work has contractual standards, as applicable
Addresses performance issues with the contractor when possible, as applicable
Escalates issues to other parties when needed, as applicable

Knowledge, Skills And Abilities

Demonstrated leadership skills with the ability to foster teamwork and motivate employees.
Excellent written, verbal communication and presentation skills
Excellent organizational skills with attention to detail.
Excellent negotiation skills with 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.
Ability to strategically view customer service needs, 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 be proficient in Microsoft Office Suite, (i.e. Access) and/or comparable applications

The Following Is/are Preferred

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

Required Education And Experience

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

The following is/are preferred:None

LICENSES AND CERTIFICATIONS

Required

Valid Driver’s License

BENEFITS - Managerial Benefits

Transportation & Financial Benefits

Commuting Made Easy – Enjoy a complimentary MTA transportation pass, plus access to tax-advantaged commuter benefits to maximize your savings.
Premium Health Coverage at Low Cost – Access high-quality individual, family and domestic partner healthcare, dental, vision and life insurance plans.
Secure Your Future – Build long-term financial security through pension plans and retirement savings accounts designed for eligible employees.

Time Off & Work-Life Balance

Generous Time Away – Recharge with substantial paid time off and comprehensive holiday schedules that support your personal and family commitments.
Holistic Support Services – Access our dedicated Work Life Services team and Office of the Chaplains unit for personal guidance and support when you need it most.

Professional Growth & Development

Learning & Development Program – Advance your career through structured professional development opportunities, skills training, and leadership programs tailored to support your growth within the organization.
Educational Investment – Pursue your career goals with in-house training and professional development, tuition reimbursement support, and partnerships with educational institutions.

Employee Experience & Community

Employee Assistance Programs – Comprehensive support services to help you navigate life's challenges with confidence and resources.
Discounts & Perks – Take advantage of MTA employee discount programs offering savings on products and services.
Connect & Belong – Join our vibrant Employee Resource Groups to build meaningful connections, share experiences, and contribute to an inclusive workplace culture.

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 vehicleswill be subject to License Monitoring andmust 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.

Metropolitan Transportation Authority jobs

Director- Grand Central Terminal Station Operations