Metra Mgr, Customer Communications in Chicago, Illinois
Mgr, Customer Communications
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Posting End Date:
United States of America
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Metra is one of the largest and most complex commuter rail systems in North America, serving Cook, DuPage, Will, Lake, Kane, and McHenry Counties. The agency is linking communities in Northeastern Illinois by providing safe, reliable, and efficient service.
The Transportation Department is responsible for providing safe, efficient, and dependable transportation to commuters on all Metra-operated lines: Milwaukee North and West, Rock Island, Metra Electric, South West Service, North Central Service and Heritage Corridor and those lines operating under purchase of service agreements: BNSF and Union Pacific. In addition to all employees directly involved in providing train service, the Transportation Department also oversees the Rules Department, Dispatching Office, Crew Management Center, Station Services, Customer Service, Ticket Services and GPS Center. The department is staffed by nearly 900 Transportation employees who are often referred to as the face of Metra.
Reporting directly to the Chief Transportation Officer, the Manager Customer Communications will direct the Global Positioning Satellite (GPS) department which includes the day-to-day operations, customer communications, tracking movements of every train on Metra's rail lines. Provide important live information to passengers both on board trains, as well as, at stations. Direct the Global Positioning Satellite (GPS) department which includes the day-to-day operation, customer communications, internal/external customer service. Manage the development and implementation of department goals, objectives, policies and priorities for all areas of customer communications. Establish appropriate service and staffing levels; monitor and evaluate the efficiency and effectiveness of service delivery methods and procedures. Collaborate with Engineering, Media Relations, and Information Technology departments in exploring new communication technology and maintaining the current website's efficiency to post train delay information to the public via eAlerts, On-Board, and live messages. Manage the observation of over 700 trains daily. Incumbents work under both inside and outside environmental conditions under prevailing conditions of heat, cold, rain, and snow. Perform other related duties as assigned to meet the ongoing needs of the organization.
Candidates can expect salary offers that range from the minimum to the mid-point of the salary range. Metra provides full pay ranges so candidate can consider their growth potential.
Metra is a railroad employer subject to the provisions of the Railroad Retirement Tax Act, not the Social Security Administration.
Bachelor's degree in Business Administration, Public Administration or a related field OR in lieu of a specified degree, any combination of education and experience may be substituted for the required degree that equals four (4) years in customer communications and services.
In addition to #1, must have six (6) years of customer communications, transportation operations, or GPS technology experience, preferable with a public transportation or commuter rail organization.
Must have three (3) years direct supervisory experience that includes day-to-day employee management, assigning tasks, providing guidance and training, monitoring performance, conflict management, budgeting, hiring, disciplinary and/or termination.
Considerable knowledge of transportation tracking systems.
Good knowledge of GPS and visual voice systems.
Good knowledge of federal, state, and local railroad and transportation rules and regulations.
Good communication skills.
Good good analytical and problem solving skills.
Good organizational skills.
Good supervisory skills.
Ability to meet deadlines, work under pressure, and multi-task.
Ability to exercise sound judgment, especially in potential high-pressure situations.
Ability to manage in a union environment.
Ability to work with staff at all levels of the organization.
Ability to stand, walk, and/or sit, for extended periods of time.
Hearing/Visual acuity, far/near, depth perception, field of vision, color vision.
Must be willing to travel within Metra’s 6-county region.
Must be available on-call 24-hours/day, 7 days/week, 365 days/year, including weekends and holidays.
Metra is an Equal Opportunity/Affirmative Action Employer. It is our policy to fill vacant positions with qualified candidates without regard to race, color, sex, religion, national origin, age, gender identity, disability, or any protected categories, assuming an individual can perform the essential functions of the job with or without accommodation.
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