Chief, Grand Terminal Operations

Job Title: Chief Grand Central Terminal Operations

Department: Station Operations

MTA Agency: Metro-North Railroad

Primary Location(s): New York, NY

Salary Range: $142,005 - $193,332

Regulated/Safety Sensitive: Safety Sensitive / Non DOT-Regulated

Union Affiliation: Non-Agreement

Closing Date (if applicable): Until Filled

Shift (if applicable): N/A

Title 55-a (yes or no): N/A

Other: Not Telework eligible

Provide Executive Level leadership and direction for the successful operation of Grand Central Terminal (GCT) by overseeing mainly a unionized work force: GCT engineering, building maintenance functions utility operations, construction projects and capital program support; the overall appearance and cleanliness of GCT; the safe operation of GCT and Grand Central Madison (GCM) infrastructure, customers, visitors and employees with comprehensive fire and life safety programs;

partnerships with various stakeholders to coordinate efforts, all to ensure a safe, comfortable, informed and overall positive customer experience at all times in GCT and Harlem 125th Street station so that GCT remains a vibrant transportation hub that delivers an outstanding commuting, shopping, dining and overall visitor experience in support of MNR’s vision, mission and strategic goals.

• Executive oversight of the operation of GCT forward functions to ensure an excellent customer experience for commuters, retail customers, and visitors. Responsible for all customer-facing services, including information delivery by uniformed customer contact personnel from the Station Masters Office, GCT Ticket Office to include Harlem-125th Street, Lost and Found, Mailroom, Group Travel and Mail and Ride, Terminal Appearance and GCT Events.
  
  Ensure a safe, secure and comfortable customer environment is maintained through collaborative efforts with MNR and MTA Agency personnel as well as other stakeholders.
• Participate on the MNR’s Emergency Management Task Force (EMTF), which includes providing GCT based oversight to the EMTF as well as the execution of service plans during service disruptions and other major events that occur within GCT that require Senior Management’s response. This includes the GCT Appearance Team which provides oversight to ensure the overall cleanliness and quality of our customer experience is maintained at the highest level.
  
  Provide direction that focuses on GCT’s appearance, customer service communication functions and retail tenant support.
• Oversee the overall coordination and deployment of building maintenance and construction activities, including engineering and utility operations of GCT and capital program support. Ensure that management oversight of utility systems are in compliance with regulatory requirements and quality standards.
• Review and support all capital, real estate and security projects and programs. This includes monitoring long-term goals and objectives.
• Monitor the safety action plan to ensure employees and customers are safe at all times. This includes but is not limited to risk mitigation, Job Safety Briefing (JSB), Job Safety Analysis (JSA).
• Coordinate the efforts of MNR, MTA Real Estate, Special Events and tours and GCT Managing Agent to ensure GCT remains a highly desirable retail operation.
• Oversee the customer service impacts with regards to Long Island Railroad and/or GCM Concourse Operating Company (GCMCOC) in GCT and/or GCM, mitigating impacts to customers, and establishing contingency plans as necessary. Work collaboratively with LIRR/GCMCOC and other stakeholders to create an environment in Grand Central Terminal that allows for seamless customer service delivery and experience.
• Oversee the GCT Crowding Plan in consultation with the Emergency Management Task Force (EMTF) to determine the level of support necessary to ensure safe passage through Grand Central Terminal during any type of incident planned or unplanned.
• Review and monitor the operating budget for the GCT Station Operation Division. Implement cost control procedures for overtime management, attendance control, and procurement oversight.
• Develop and motivate personnel within the department. Provide…