Senior Manager, Rail Station Management – (19000069)

Chicago Transit Authority
August 13, 2019
Chicago, IL
Job Type



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.
Administers the development and administration of the Station Management budgets, programs, policies, goals, and objectives.
o Monitors and enforces compliance of work processes and procedures to ensure safe customer service delivery on routes.
o Generates schedules, project plans, union picks, and other strategic documents to direct work activities.
o Determines material needs, personnel needs, and maintenance activities.
o Plans and manages the development, monitoring, and adherence to annual budgets and project cost estimates.
o Develops department initiatives and oversees coordination of training bulletins and communications to personnel. 
o Identifies and provides recommendations for areas of improvement within the Facilities Maintenance Department.
o Monitors department performance metrics and implements activities to 
improve performance.
o 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. 
o Develops and implements performance goals and manages performance evaluation processes. 
o Monitors and supervises subordinate employees to ensure compliance to performance criteria.  
o Conducts disciplinary interviews and investigations, responds to grievances, and recommendations for discharge.
o Responds to customer complaints and reviews supervisory and managerial employee observations.
o Develops various metrics to measure employee performance.
o Administers employee recognition programs and reports on outcomes to senior management.
o Oversees the inspection of facilities and work done by department personnel.
o Assesses inspection reports to ensure work is done according to established rules, policies, procedures, and Authority standards.
o Evaluates and monitors the performance of staff for compliance with work processes and safety standards.
Manages the day-to-day functions of the department. 
o Oversees operational and administrative activities.
o Provides reports and status updates to executive management.
o Represents the Authority at meetings with vendors, contractors, and municipal agencies.
o Monitors conditions of rail stations and arranges for repairs and improvements through appropriate departments.
o 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.
Reporting to this position are the following jobs:
Job Title
• Manager, Station Management
• 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.
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