Division Manager or Manager, Transit Ambassador Program

Location:

Chicago

Post Date: 8/26/2026

Close Date: 10/23/2026

Employment Type:

EMPLOYEE

The Northern Illinois Transit Authority (NITA), formerly the Regional Transportation Authority, was created by the Illinois General Assembly and Governor JB Pritzker to make transit across northeastern Illinois work for riders as one regional transit system. NITA is seeking to fill a critical role with the newly formed Division Manager or Manager, Transit Ambassador Program position for the Safety & Experience department.

The incumbent will lead and oversee the regional Transit Ambassador program to ensure a visible, positive, and effective presence across the transit system, promoting safety, customer service, and a welcoming environment for all riders.

NITA sets regional fares, service standards, and schedules across the Chicago Transit Authority (CTA), Metra, and Pace; plans and funds regional capital investment; and oversees the performance and finances of the three Service Boards serving riders across Cook, DuPage, Kane, Lake, McHenry, and Will counties.

As of September 1, 2026, NITA has expanded authority under Public Act 104-0457. People who join NITA now will help build the systems, policies, and partnerships that shape regional transit for years to come.

Accountabilities include but are not limited to:

• Navigational and other passenger assistance.
• Liaising with law enforcement, social services, and community resources to address unsafe conditions and to connect people with relevant social, medical, and other services.
• Monitoring passenger activity and compliance with laws and rules.
• Develop, implement, and continuously improve policies, procedures, and training programs for Transit Ambassadors, with a focus on de-escalation, public safety, cultural sensitivity, disability awareness, and customer service best practices.
• Ensure Transit Ambassador program complies with all relevant state/federal laws, regulations, and NITA act.
• Oversee program for recruiting, hiring, training, and evaluating Transit Ambassadors, ensuring a diverse and skilled team that reflects the community served.

• Develop, implement, and continuously improve policies, procedures, and training programs for Transit Ambassadors, with a focus on de-escalation, public safety, cultural sensitivity, disability awareness, and customer service best practices.
• Ensure Transit Ambassador program complies with all relevant state/federal laws, regulations, and NITA act.
• Oversee program for recruiting, hiring, training, and evaluating Transit Ambassadors, ensuring a diverse and skilled team that reflects the community served.

• Oversee the collection, review, and analysis of incident reports, daily logs, and data from Transit Ambassadors to identify trends, risks, and opportunities for improvement with Service Board staff.
• Ensure Transit Ambassadors are trained and equipped to provide first aid, CPR, and administer Narcan (naloxone) as needed, and to connect individuals in crisis with appropriate resources.

• Champion a customer-focused culture by ensuring Transit Ambassadors provide accurate information, way finding, and support to riders.
• Promote and support the use of tools to empower riders to discreetly report safety concerns or request assistance.
• Foster positive relationships with community organizations and advocacy groups to enhance the program’s effectiveness and reputation.
• Lead outreach and education efforts to encourage courteous behavior and adherence to transit system rules.

• Prepare and present regular reports on program performance, safety incidents, customer feedback, and key metrics to senior leaders and boards of directors at NITA as well as Service Boards (i.e., CTA/Metra/Pace), as well as other key stakeholders.
• Stay informed of industry’s best practices and legislative changes affecting transit ambassador programs and adapt the program accordingly.

• Monitor and evaluate safety, cleanliness, and maintenance conditions across the transit system; collaborate with Service Board departments (e.g., safety, maintenance, customer service) and external partners (e.g., law enforcement, social services) to identify areas for improvement and recommend policy or operational changes.
• Participate in strategic planning and…