Description

JOB TITLE : Manager, Customer Communications
SALARY RANGE : $80,564 - $105,740
HAY POINTS : 551
DEPT/DIV : External Affairs
SUPERVISOR: Director, Customer Communications & Strategy
LOCATION : 2 Broadway New York, NY 10004
HOURS OF WORK : Various (7 1/2 hours/day)
DEADLINE : Open Until Filled

This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.

SUMMARY:
MTA is building a team to reimagine the customer experience for the millions of people that we move each day. Applicants should be human-centered, service-oriented experts in their field. We’re looking for innovative thinkers to help us unify the customer experience, deliver high quality, and value, and strengthen our community presence. If you are committed to helping people and have an innate drive and a thirst for challenge, this may be the job for you. This is a unique opportunity for a leader who wants to make a mark on New York City’s public transit.

In this role, you will monitor service quality and direct customer-facing communications across multiple channels, ensuring timely, accurate, and transparent communication about our 24/7 service. You will help teams effectively resolve customer issues. You will also lead special projects, in collaboration with your peers across the organization.

The selected candidate must be a team-builder and a flexible, nimble thinker with proven expertise and capacity in high volume, fast-paced professional environments.
The Manager, Customer Communications will work primarily from the New York City Transit Rail Control Center - the hub of the subway system.

RESPONSIBILITIES:

• Gather information regarding current service impacts from multiple communications channels and quickly synthesize and disseminate this information to internal and external audiences
• Ensures all communications align with brand guidelines and contribute to our mission
• Direct teams to write and publish broadcast communications across New York City Transit channels, including announcements on buses, trains, and platforms, digital signage at stations and stops, MTA.info, MYmta and third-party apps, My MTA Alerts, and social media, where you'll also guide 1:1 customer engagement
• Assess effectiveness of communications efforts, recommend, and implement improvements
• Develop and maintain team protocols; train staff in transit operations and customer service; oversee growth and development of team members; and implement corrective action plans when needed
• Lead performance reporting to assess effectiveness of team strategy, protocol, and management
• Properly manage and mitigate risk during incidents with the potential for high impact and visibility

QUALIFICATIONS:

• Ability to quickly analyze information and make thoughtful decisions Ability to manage competing priorities
• Considerable experience writing for digital channels
• Strong attention to detail
• Knowledge of transit infrastructure, service operations, customer service, and/or communications required
• Experience using communications tools and software
• Understanding of user-centered principles, i.e., human centered, experience, or service design preferred
• Must be able to work off hours including overnight and weekends

EDUCATION AND EXPERIENCE:

• Bachelor’s degree from an accredited college with a major in a related field. An equivalent combination of education and experience may be considered in lieu of a degree
• Must possess a minimum of six years of experience with three years of supervisory experience preferred

OTHER INFORMATION:
As an employee of MTA Headquarters, you may be required to complete an annual financial disclosure statement with the State of New York, if your position earns more than $108,638 (this figure is subject to change) per year or if the position is designated as a policy maker.

HOW TO APPLY:
MTA employees must apply via My MTA Portal. You can submit an online application by logging into My MTA Portal, clicking the My Job Search ribbon, and selecting the “Careers” link.

Logging in through My MTA Portal will link your BSC ID number to your job application to identify you as an internal applicant.

Equal Employment Opportunity
MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.

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