Director - Stations Operations

About the role

Metro-North Railroad is a subsidiary of the Metropolitan Transportation Authority, operating out of Grand Central Terminal. This position provides strategic leadership and direction for the management and operation of Metro-North's outlying stations.

Responsibilities

• Direct and oversee Operations Support functions to ensure the timely, accurate, and compliant execution of administrative and operational activities, including payroll administration, human resources processes, procurement, safety programs, employee discipline, labor relations, budget development and management, expense controls, and compliance with MTA Internal Controls.
• Provide strategic guidance and oversight to support departmental objectives, regulatory requirements, and organizational priorities while ensuring efficient and effective business operations.
• Lead and oversee comprehensive station cleaning programs to ensure the consistent delivery of a safe, clean, and attractive environment for customers, while maintaining service quality standards, enhancing the customer experience, and supporting the overall appearance and operational readiness of Metro-North facilities.
• Lead initiatives to enhance station accessibility and oversee contracted customer parking programs, ensuring compliance with applicable regulations, improving customer convenience and mobility, optimizing vendor performance, and supporting a safe, accessible, and customer focused station environment.
• Ensure the Station Operations Department maintains full compliance with corporate policies, MTA regulations, and all applicable federal, state, and local laws and regulatory requirements, implementing appropriate controls, monitoring processes, and corrective actions to mitigate risk and support safe, efficient, and accountable operations.
• Develop and execute programs, initiatives, and station enhancement strategies that strengthen Metro-North's brand identity, elevate the customer experience, and promote a welcoming, consistent, and customer-focused station environment across the system.
• Direct revenue collection activities and oversee the Ambassador Program at outlying stations, ensuring effective fare revenue protection, exceptional customer service, operational consistency, and the delivery of a positive customer experience through proactive passenger assistance, information dissemination, and frontline support.
• Direct the planning and execution of alternate transportation services, including bus operations, and oversee customer assistance efforts during planned and unplanned service disruptions, ensuring the safe, efficient, and seamless movement of customers while minimizing service impacts and maintaining clear, timely communication.
• Selects, develops, and motivates staff and provide career development for team members. Provide effective coaching and counseling. Manage team and individual performance. Create a professional environment that respects individual differences and enables staff to develop and contribute to their full potential.
• Serve as an active member of Metro-North’s Corporate Leadership Team (CLT), translating the company’s strategic priorities into action while reinforcing a culture of safety, accountability, collaboration, and leadership expectations across teams. Partner across departments to advance enterprise-wide priorities, identify risks and operational barriers, and provide leadership with feedback, insights, and recommendations to support informed proposed solutions.

Requirements

• Demonstrated leadership skills with the ability to foster teamwork and self-motivated employees
• Excellent customer service and interpersonal skills
• Excellent verbal and written communication skills, including excellent presentation skills with the ability to effectively communicate with Senior Management, MNR Departments, MTA HQ, Government and Community officials
• Demonstrated problem solving, analytical and administrative skills
• Demonstrated ability to plan and manage complex projects in a fast-paced atmosphere
• Highly required Excellent ability to coordinate the work and resources of several departments to accomplish shared goals
• Must have valid Driver’s License
• Must be able to respond to emergencies 24 hours a day, 7 days a week
• Knowledge of District inter-departmental functions and responsibilities
• Knowledge of point-of-sale revenue activities, station tariffs and procedures
• Familiarity with Railroad operations and safety programs and procedures

Qualifications

• Bachelor’s Degree in Arts/Sciences (BA/BS) in Business Administration, Transportation Management, Operations Management, Facilities Management, or other directly related field
• Minimum ten (10) years of progressively responsible experience in transportation operations, station management, customer service, facilities management, or a related operational environment
• Minimum seven (7) years of management experience leading diverse teams, including frontline unionized employees, managers, contractors, and/or consultants