Sr Mgr-Ticket Selling Operations

Description

• Directs the day-to-day efficient operation of over 225 Ticket Vending Machines (TVMs), including maintenance, revenue servicing, and ticket stock servicing handling in excess of 13,000,000 transactions per year with an annual value of over $138,000,000.
• Oversees the operations of four Ticket Selling Machine (TSM) headquarters (Bethpage, Hillside, GCM, and Penn Station).
• Develop, implement, and manage programs for TVM preventive maintenance and prioritize resource (labor) use.
• Manage, administer, and monitor multiple 3rd party contracts that support the operation and maintenance of the machines
• Supports the day-to-day efficient operation of ticket offices, including maintenance of Ticket Office Machines (TOMs), which generate over $41,000,000 annually.
• Manage, develop, and maintain department policies and procedures and internal controls related to ticket stock control and revenue servicing at each TSM headquarters.
• Support the Ticket Selling Systems unit as required, which includes overseeing any software updates impacting ticket sales utilizing TVMs, TOMs, and mobile ticketing systems. Also assist with testing and development of New Fare Payment Systems.
•  Direct the day-to-day operations of the following functions: TVM Claims, Chargebacks for all ticket sales, Ticket Sellers' over/short accounts, Ticket Services Operations, and police passes
• Meet and interact with customers, commuter groups, community groups, and local government officials. Acts as the direct management contact to investigate and respond to customer complaints, to understand concerns and issues, resolve problems, and provide feedback.

• Prepare, operate, and control the operating budget for the Ticket Selling and Technology group
• . Manage, administer, and monitor multiple 3rd party contracts that support the operation and maintenance of the machines
• Set performance standards and measurements, minimize overtime, increase employee availability, and administer contracts.

• Respond to service disruptions and/or emergencies or planned events on a 24/7 basis as required and implement contingency plans when warranted.
• Select, develop, and motivate personnel within the department. Provide career development for subordinates. Provide prompt and effective coaching and counseling.
• Responsible for discipline/termination of employees when necessary.
• Review the performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
• Ensure a safe working environment and adherence to the guidelines of the company's safety policies and procedures. Lead by example.
• Perform other assignments as requested by Sr. Management

•  Commuting Assistance – based on operating MTA agency (complimentary transportation pass within the MTA’s jurisdiction and tax-advantaged accounts) 
•  Low Premium – High Quality Health Insurance Plans (lifetime coverage for eligible retirees and their dependents) 
•  Pension plans and retirement savings accounts for eligible employees 
•  Generous Paid Time Off and Holidays provided. 
•  Tuition Reimbursement for eligible employees 
•  Employee Assistance Programs 
•  MTA Exclusive Employee Discount Programs 
•  Work Life Services team and Office of the Chaplains unit 
•  Employee Resource Groups 
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•  Layout 1 (mta.info)  

 Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).   Actual salary offers may vary based on individual work experience. The annual salary range is subject to change and may be modified at the company’s discretion. Employees driving company vehicles must complete defensive driver training once every three years for current MTA drivers; or within 180 days of hire or transfer for an employee entering an authorized driving position.  Current employees should be in their current position 12 months prior to starting a new role and must possess a satisfactory work history. including attendance and discipline record.  Candidates selected for this position may be placed in a competitive or non-competitive class position based on their qualifications. Qualified candidates who are placed in a competitive class position are eligible for the 55-a Program.  Please indicate in your cover letter and in the upper right corner of your resume that you would like to be considered for the position under the 55-a Program.  For detailed information regarding the 55-a Program, please visit the following link: https://www1.nyc.gov/site/dcas/employment/55-a-program.page    LIRR: In addition to meeting the minimum requirements of the position, the selection process may include, but is not limited to, a pre-screening assessment (i.e., physical, written, and/ or practical evaluation) and interview. Candidates forfeit further consideration in the process if they fail to participate in any step of the process when scheduled. Make-up dates/times will not be given. In addition, LIRR employee applicants must be in their current position for the 12 months immediately preceding the close date of this posting and must possess a satisfactory work history, including attendance and discipline record. A record of more than ten sick days without medical documentation in two of the last three years is considered unsatisfactory attendance.  Not all qualified applicants are guaranteed an interview due to the competitive selection process. A medical examination and safety-sensitive drug/alcohol test may also be required.    

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