Division Manager or Manager, Transit Ambassador Program

About the role

NITA is seeking a Division Manager or Manager, Transit Ambassador Program to lead and oversee the regional Transit Ambassador program, ensuring a visible, positive, and effective presence across the transit system. The role promotes safety, customer service, and a welcoming environment for all riders while collaborating with CTA, Metra, and Pace. NITA’s expanded authority under Public Act 104-0457 offers an opportunity to shape regional transit systems, policies, and partnerships for years to come.

Responsibilities

• Transit Ambassador Accountabilities:
  • Provide navigational and passenger assistance.
  • Liaise with law enforcement, social services, and community resources to address unsafe conditions and connect individuals with relevant services.
  • Monitor passenger activity and compliance with laws and rules.
• Program Leadership & Oversight:
  • Develop, implement, and improve policies, procedures, and training programs focused on de-escalation, public safety, cultural sensitivity, disability awareness, and customer service.
  • Ensure compliance with state/federal laws, regulations, and the NITA Act.
  • Oversee recruitment, hiring, training, and evaluation of Transit Ambassadors to build a diverse and skilled team.
• Safety, Security, and Incident Response:
  • Collect, review, and analyze incident reports, daily logs, and data to identify trends and improvement opportunities.
  • Train and equip Transit Ambassadors to provide first aid, CPR, and administer Narcan (naloxone) as needed, and connect individuals in crisis with appropriate resources.
• Customer Experience & Community Engagement:
  • Champion a customer-focused culture by ensuring accurate information, wayfinding, and support for riders.
  • Promote tools for riders to discreetly report safety concerns or request assistance.
  • Foster relationships with community organizations and advocacy groups to enhance program effectiveness.
  • Lead outreach and education efforts to encourage courteous behavior and adherence to transit rules.
• Reporting, Evaluation, and Continuous Improvement:
  • Prepare and present regular reports on program performance, safety incidents, customer feedback, and key metrics to senior leaders, boards, and stakeholders.
  • Stay informed of industry best practices and legislative changes to adapt the program accordingly.
• Collaboration & Strategic Planning:
  • Monitor safety, cleanliness, and maintenance conditions; collaborate with Service Board departments and external partners to identify improvements and recommend policy or operational changes.
  • Participate in strategic planning and budgeting for the Transit Ambassador program, aligning resources with organizational goals and community needs.
  • Foster a work culture focused on measurable objectives through coaching, interagency relationships, and team support.

Requirements

• Bachelor’s Degree in Public Administration, Sociology, Social Work, Psychology, or a related field.
• Division Manager: Seven to ten (7–10) years of experience in public safety, social work, community engagement, and/or transit.
• Manager: Four to six (4–6) years of experience in public safety, social work, community engagement, and/or transit.
• Division Manager: Minimum of three (3) years of demonstrated supervisory/management experience.
• Manager: Minimum of one (1) year of demonstrated supervisory/management experience.
• Experience working directly with people with disabilities, unhoused communities, incarcerated individuals, or other underserved populations.
• Demonstrated ability to collaborate across law enforcement, social services, or public transit entities.
• Experience in transit operations is preferred.
• Prior experience managing union staff is a plus.

Skills

• Strategic leadership: Set clear vision and direction, motivate teams, and guide complex initiatives.
• Policy development and regulatory alignment: Craft, implement, and evaluate policies to ensure compliance with safety regulations.
• Equity-centered service philosophy: Ensure safety programs and services are accessible, fair, and inclusive for all community members.
• Change management: Guide teams through transitions, align stakeholders, and communicate change effectively.
• Interpersonal: Build trust, navigate differing perspectives, and develop productive relationships across diverse stakeholders.
• Communication: Communicate complex information clearly and effectively to diverse audiences.

Benefits

• Pension plan or 401(k) salary match provided by NITA at no cost.
• 401(k) and/or 457 plan options.
• Hybrid work environment and flexible work schedules.
• Transit benefits to support your commute.
• Twelve paid holidays and one floating holiday.
• Competitive personal leave package.
• Medical, dental, vision, life, and AD&D insurance; pet insurance.
• Flexible Spending Account.
• Tuition reimbursement.
• Gym membership discount.
• Public Service Loan Forgiveness (PSLF) eligibility.
• Employee Assistance Program.

Pay

A Division Manager role typically offers salaries near $123,000, with consideration for a Manager tier at salaries near $99,825. NITA offers competitive salaries with the possibility of a higher offer for highly qualified candidates. The final classification and salary will be based on the selected candidate’s demonstrated experience and qualifications.