Join the Largest Public Transportation Authority in North America
As A Command Center Officer
NYC Transit Department of Buses
MTA New York City Transit (NYCT) is the nation’s largest public transportation system, serving about 8 million subway and bus customers on an average weekday. The combined work of our 50,000 employees supports the economic and cultural vitality of New York City, providing continuous 24/7 public mass transit and paratransit services throughout the five boroughs.
New York City Transit's Department of Buses is seeking a leader to assume the role of Command Center Officer. The role is directly responsible for all operations of the Paratransit, Access-A-Ride 24x7 Operations and Call Center. This includes being on call 24x7 for the management of emergencies, evacuations, and severe weather events.
In addition, the Command Center Officer will monitor all on the street operating service for both dedicated and non-dedicated transportation including customer same-day services, incident management and storm operations. The selected candidate will insure that all service will be in accordance with the Americans with Disabilities Act (ADA) with zero denials. This includes the daily scheduling and provision of vehicles that ensures the highest level of customer service while providing schedules that are cost efficient and provide for on-time performance and limiting maximum ride times.
The Command Center Officer will provide leadership and recommendations on the best strategies for using new technologies to enhance scheduling and real-time optimization using Computer aided dispatch and scheduling software system (ADEPT), AVLM and IVR systems, plan and manage integration with Transit Network Connectivity (TNC) vendors and apps, and serve as an escalation point for customer and vendor issues, with ultimate responsibility for incident tracking, resolution and reporting.
Additionally, the selected candidate will ensure that operation management policies, standards and procedures are properly implemented, enhanced, and maintained; including training, incident reporting and resolution, issue management, manages matrix development and daily service levels, responsible for performance standards and recommends implementation of new policies for continuity of business.
The leader selected for this role will serve as the primary interface with other departments on projects, initiatives and programs requiring Command Center resources, and is responsible for successful project delivery of the Call center contract. The position will assist in capacity planning and vendor management, manage the command center team will have hands-on tactical responsibilities, monitor service delivery levels and quality of timely responses, handle the continual outreach strategy, management of customer subscriptions and individual trip level performance, and follow up with the process of complaints and improve customer service.
The Command Center Officer will serve as liaison to all NYCT Operations Centers, MTA Operations Centers, NYC Emergency Management and other agencies.
Education and Experience Requirements
A baccalaureate degree from an accredited college with a major in Business Administration, Transportation, Public Administration, Law or a related field and eleven (11) years of full-time, paid, related experience, and at least seven (7) years of which must have been in a managerial/supervisory/administrative capacity; OR
A satisfactory equivalent of education and/or experience.
Knowledge of Transit principles and practices
Strong managerial skills
Excellent written, verbal and presentation skills
In-depth knowledge of the Americans with Disabilities Act (ADA)
Significant experience managing a large component of a Paratransit operation or a related transportation function
Graduate degree preferred
We’re tackling big challenges affecting millions of New Yorkers each day. In addition to the huge impact you’ll have, you can enjoy:
MTA and its affiliated/constituent agencies are Equal Opportunity Employers. The MTA encourages qualified applicants from diverse backgrounds and experiences, including military service members, to apply.