Manager, Rail Station Management

SALARY

$109,234.07

POSITION SUMMARY

Plans, supervises, and coordinates the activities of personnel responsible for the maintenance, customer service, and janitorial work of the Authority at all rail station facilities. Manages operational, administrative, and technical functions for the Rail Station Management department. Develops, implements, and recommends improvement initiatives according to industry best practices for customer service and janitorial services, as well as Authority requirements and standards. Supervises manpower requirements and provides oversight control of facility quality and condition.

PRIMARY RESPONSIBILITIES

• Manages and provides leadership to assigned group of coordinators and union staff responsible for daily customer service interactions and upkeep of Authority facilities.
• Oversees the inspection of facilities and work completed by department personnel.
• Assists in the development and administration of departmental programs, policies, mission statements, goals, and objectives regarding customer service and janitorial services to meet Authority standards.
• Evaluates and monitors the performance of staff for compliance with work processes, safety standards, and best practices.
• Inspects and enters work orders for locations that need facility work.
• Refers employees for additional development and training based on evaluation findings.
• Oversees the development of individual goals and improvement plans with employees to increase productivity and quality of work.
• Administers corrective action/discipline in accordance with established policies and procedures.
• Performs and assists in snow removal processes as needed to ensure facilities and stations are accessible and safe for all Authority employees, customers, and transportation equipment/vehicles. Assists senior management in implementing and planning Snow Response Strategies.
• Conduct audits of inventory and stations. Performs uniform inspections to ensure employees adhere to relevant CTA rules.
• Maintains department reporting and administrative functions.
• Prepares and distributes a variety of reports for management.
• Identifies staff knowledge and recommends staff training for various qualifications.
• Monitors employee attendance control system and oversees filling of scheduled and non-scheduled absences.
• Conducts investigations and respond to Union grievances.
• Develops, implements, and maintains department programs and initiatives to ensure department goals and objectives are met.
• Identifies and provides recommendations for area of improvement within the Rail Station Management Department.
• Coordinates teams during special events to ensure station management coverage meets Authority standards and goals.
• Provides project management for strategic initiatives and works collaboratively with senior management to implement strategies for the organization, including work activities during periods of inclement weather to ensure prompt snow or sleet removal at critical locations.
• Responds to the scene of all incidents, accidents, and unusual occurrences in assigned facilities. Develops corrective action to prevent incident recurrence and monitors implementation.
• Reviews complaint logs, and quarterly employee performance reports from managers to maintain administrative controls. Oversees facility security and evacuation plans.
• Hires, trains, develops, monitors, and evaluates staff. Reviews and recommends personnel actions for approval.
• Performs related duties as assigned.

MANAGEMENT RESPONSIBILITIES

Reporting to this position are the following jobs:

Job Title

• Coordinator, Rail Janitorial Services
• Customer Assistant Supervisor

CHALLENGES

• Keeping abreast of Authority standards and industry best practices in ensuring facilities are kept in a clean, safe, and functional manner.
• Design maintenance programs and initiatives that ensure efficiency and budget consciousness.
• Affectively manage and balance stress associated with the daily job functions of station management and 24-hour on call status.
• Balancing staffing needs while staying within budget constraints and restrictions.

EDUCATION/EXPERIENCE REQUIREMENTS

• Bachelor's degree in Management or a related technical field, plus four (4) years of supervisory janitorial and/or maintenance experience, or a combination of education and experience relating to this position, including relevant military experience.
• Must possess a valid State of Illinois Driver's License.
• Supervisory and/or management experience with a strong customer service focus preferred.
• Transit experience a plus.
• Must complete Rail Safety Training and maintain current Rail Safety Training certification.

PHYSICAL REQUIREMENTS

• Requires stooping, bending, kneeling, standing, walking, and climbing.
• Must be able to lift, carry, and maneuver materials weighing up to fifty (50) pounds.
• Requires remaining in a stationary position for extended periods of time and constantly operating a computer and other office productivity machinery.
• Service Area Requirement: Exempt (Non-Union) employees must live within the boundaries of the CTA Statutory Service Area either at the time of employment or within 6 months of beginning employment at CTA.

KNOWLEDGE, SKILLS, AND ABILITIES

• Working knowledge of the practices and methods of customer service, transportation, and/or facility maintenance.
• Working knowledge of the practices and procedures in interviewing employees regarding accidents, complaints, grievances, and disciplinary actions.
• Must be detail oriented.
• Strong conflict resolution and customer service skills.
• Strong organizational skills.
• Detailed knowledge of facility maintenance processes and procedures.
• Detailed knowledge of the methods of conducting inspections.
• Working knowledge of collective agreements and working with union employees.
• Strong oral and written communication skills.
• Strong interpersonal skills.
• Strong customer service skills.
• Good data collection, analysis, and presentation skills.
• Intermediate computer skills including knowledge of MS Word, Excel, and PowerPoint.
• Ability to lead a team effectively in challenging environments.
• Ability to write reports containing technical information.

WORKING CONDITIONS

• Standard office environment.
• May be required to work outdoors for extended periods of time during emergencies.
• Subject to existing weather conditions when working in the field.
• Must travel throughout CTA service area when monitoring the performance of assigned personnel.
• Subject to normal subway conditions such as noise, dust, moving vehicles, etc. when visiting field locations.
• Required to work in the presence of 600-volt DC electrical current and around moving trains.

EQUIPMENT, TOOLS, AND MATERIALS UTILIZED

• Standard office equipment.
• Personal computer and related software (Microsoft Word, Power Point, Excel), hand and power tools, and associated janitorial equipment.