Deputy Director, OMNY Reliability & Incident Governance

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.

Opening:

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation’s largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

Job Summary:

Provides structured oversight of OMNY reliability and revenue-impacting issues, ensuring that daily operational problems are consistently surfaced, assessed, escalated, and resolved through disciplined, enterprise-level governance rather than remaining siloed within Operations or vendors. Focuses on operational resilience, revenue protection, and structured incident governance across the OMNY ecosystem.

Responsibilities:

• Direct and oversee daily collaboration with Revenue Control and Operations teams responsible for OMNY transaction monitoring, settlement activities, reconciliation process, and exception management, holding team members accountable for operational reliability and revenue integrity.
• Lead governance and escalation activities as the primary management liaison between operational issue management, executive leadership, Failure Review Boards, and vendor commercial accountability functions, driving decisions and ensuring timely resolution.
• Establish and enforce standards for translating operational issues - including transaction failures, settlement discrepancies, outages, and service disruptions - into structured incident records with documented business, operational, customer, and revenue impact assessments.
• Hold cross-functional teams accountable for ensuring material, recurring, or systemic issues are appropriately escalated, tracked, monitored, and addressed through established governance and oversight forums.
• Manage and drive remediation activities across Operations, IT, Revenue Control, and external vendors, setting priorities and deadlines to achieve timely issue resolution, corrective actions, and sustained operational improvements.
• Lead analysis of recurring incident trends and operational patterns to identify systemic reliability risks and revenue exposure. Control deficiencies or process weaknesses, and develop and implement corrective action strategies.
• Recruit, develop, mentor, and evaluate assigned staff supporting incident governance, issues tracking, reporting, and operational analysis; establish performance expectations and foster a culture of accountability and continuous improvement.

Knowledge/Skills/Abilities:

• Executive communication and stakeholder management
• Strategic planning and operational leadership
• Financial analysis and budget oversight
• Vendor governance and contract management
• Performance reporting and KPI management
• Risk assessment and issue resolution
• Cross-functional collaboration and decision-making
• Operational process improvement and governance
• Analytical thinking and data-driven problem solving

Required Education and Experience:

• Bachelor’s Degree in Arts/Sciences (BA/BS) in Business, Transportation, Public Policy, or a related field, or an equivalent combination of education and experience may be considered in lieu of a degree
• Minimum 8 years of related experience
• Minimum 4 years in a managerial and/or leadership role in a large, multi-faceted, fast-paced organization or government body.

The Following is/are preferred:

• Master’s degree in Arts/Sciences (MA/MS)could be used as a substitute for 1 or 2 years of related experience.

Other Information

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”).

Equal Employment Opportunity

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.