Chief – Grand Central Terminal Operations

JOB SUMMARY

Provide Executive Level leadership and direction for the successful operation of Grand Central Terminal (GCT) by overseeing mainly a unionized work force: GCT engineering, building maintenance functions utility operations, construction projects and capital program support; the overall appearance and cleanliness of GCT; the safe operation of GCT and Grand Central Madison (GCM) infrastructure, customers, visitors and employees with comprehensive fire and life safety programs; partnerships with various stakeholders to coordinate efforts, all to ensure  a safe, comfortable, informed and overall positive customer experience at all times in GCT and Harlem 125th Street station  so that GCT remains a vibrant transportation hub that delivers an outstanding commuting, shopping, dining and overall visitor experience in support of MNR’s vision, mission and strategic goals.

DUTIES AND RESPONSIBILITIES

• Executive oversight of the operation of GCT forward functions to ensure an excellent customer experience for commuters, retail customers, and visitors.  Responsible for 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.  Ensure a safe, secure and comfortable customer environment is maintained through collaborative efforts with MNR and MTA Agency personnel as well as other stakeholders.
• Participate on the MNR’s 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.  This includes the GCT Appearance Team which provides oversight to ensure the overall cleanliness and quality of our customer experience is maintained at the highest level. Provide direction that focuses on GCT’s appearance, customer service communication functions and retail tenant support.
• Oversee the overall coordination and deployment of building maintenance and construction activities, including engineering and utility operations of GCT and capital program support.  Ensure  that management oversight of utility systems are in compliance with regulatory requirements and quality standards. 
• Review and support all capital, real estate and security projects and programs.  This includes monitoring long-term goals and objectives.
• Monitor the safety action plan to ensure employees and customers are safe at all times.This includes but is not limited to risk mitigation, Job Safety Briefing (JSB), Job Safety Analysis (JSA).
• Coordinate the efforts of MNR, MTA Real Estate, Special Events and tours and GCT Managing Agent to ensure GCT remains a highly desirable retail operation. 
• Oversee the customer service impacts with regards to Long Island Railroad and/or GCM Concourse Operating Company (GCMCOC) in GCT and/or GCM, 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 and experience.
• Oversee the GCT Crowding Plan in consultation with the Emergency Management Task Force (EMTF) to determine the level of support necessary to ensure safe passage through Grand Central Terminal during any type of incident planned or unplanned.
• Review and monitor the operating budget for the GCT Station Operation Division.  Implement cost control procedures for overtime management, attendance control, and procurement oversight.
• Develop and motivate personnel within the department. Provide prompt and effective direction, coaching and counseling to staff. Responsible for discipline/termination of employees when necessary. Review/Monitor performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.  Oversee programs specific to the current and future needs of the GCT Department employees that focus on improving skills, competencies, productivity and morale. 
• Executive oversight of the safe operation of GCT (including the Park Avenue Tunnel) and GCM physical infrastructure, customers, visitors and employees with comprehensive fire and life safety programs. Act as incident commander or appropriate position in the ICS Unified Command structure depending on the size and nature of the incident. 
• Direct the team working with both internal and external stakeholders (all MNR Departments, LIRR, MTAHQ, MTAPD, FDNY, NYPD, NYS, as well as other local and federal partners), to ensure that emergency response and fire safety program goals and activities are addressed. 
• Perform other related duties as necessary.

REQUIRED EDUCATION AND EXPERIENCE

• A Bachelor’s degree in Business, Engineering, Urban Planning, Accounting, Transportation or other related fields. Demonstrated equivalent experience, education and/or technical credentials to include up to four (4) additional years of related experience may be considered in lieu of degree.
• Minimum twelve (12) years of progressive leadership experience in an operating environment to include at least five (5) years of experience managing a large, complicated facility with customers, and various areas of oversight.
• Minimum of seven (7) years of experience managing and developing professional staff/diverse workforce, of which some experience must include managing a union workforce, with an understanding of interpreting and applying CBAs.

KNOWLEDGE, SKILLS AND ABILITIES

• Familiarity with collective bargaining agreements (CBAs).
• Ability to work effectively in a highly populated unionized workforce managing multiple CBA’s.
• 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.
• Strong planning, coordination and analytical skills.
• Excellent interpersonal and negotiation skills with the ability to manage conflicting issues to resolution.
• Ability to build effective working relationships and partnerships with various stakeholders (e.g., union leaders, department heads, managers, external vendors, employees, etc.)
• Demonstrated ability to communicate effectively with various levels from Executives to front-line employees and customers.
• Strong knowledge of standard safety policies and procedures.
• Knowledgeable in the principles and practices of customer service, preferably 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 work all shifts on a 24 hours per day/7 days per week 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 have a valid driver’s license.
• An understanding of Customer Service and Transportation operating practices and related regulations.
• Demonstrable leadership skills in the areas of leading a department of agreement and non-agreement employees, resource allocation and ability to work with multiple departments to complete projects on time and within budget.
• Demonstrated understanding of budgeting practices.
• Working knowledge of Microsoft Office Suite, specifically Word, Excel, and/or Access, or comparable applications, as well as familiarity with preventive maintenance software programs.

In depth knowledge of all aspects of GCT Operations.

PREFERRED QUALIFICATIONS

The following is/are preferred:

• Understanding of Ticket Sales, Revenue collection.
• General knowledge of train service operations.
• Familiarity with janitorial and general maintenance practices.

BENEFITS

• CommuterAssistance – based on operating MTA agency (complimentary transportation pass within the MTA’s jurisdiction and tax-advantaged accounts)
• Low Premium – High Quality Health Insurance Plans (lifetime coverage for eligible retirees and their dependents)
• PensionPlans andRetirementSavingsAccounts for eligible employees
• Generous Paid Time Off and Holidays provided.
• Tuition Reimbursement for eligible employees
• Employee Assistance Programs
• MTA Exclusive Employee Discount Programs
• Work Life Services team
• Employee Resource Groups
• Managerial Benefits

OTHER INFORMATION

• This is a policy maker position. 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”).
• Actual salary offers may vary based on individual work experience. The annual salary range is subject to change and may be modified at the company’s discretion.
• This position requires a driver’s license.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.
• Current employee applicantsshould be in their current position12 months prior to starting a new role and must possess a satisfactory work history,including attendance and discipline record.
• Safety Sensitive/Not DOT-Regulated
• Telework Eligible

EQUAL EMPLOYMENT OPPORTUNITY/ADA DISCLAIMER

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employersandencourage qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.

If youseekareasonable 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.