Senior Director, Policy & Customer Engagement

Job Title: Senior Director, Policy & Customer Engagement

Resume Due Date: May 14, 2026

Department: ITS & Tolling/CBDTP

Work Location: 2 BROADWAY

Earnings Potential: $155,610 - $194,513

Union: Non-Represented Position

MTA Bridges and Tunnels reserves the right to remove this posting before the application deadline.

MTA Bridges and Tunnels operates the largest bridge and tunnel network in New York City, managing nine crossings that include seven bridges and two tunnels. Serving more than 336 million vehicle crossings each year, this network connects communities across the five boroughs and supports regional mobility. In addition, MTA Bridges and Tunnels oversees the Congestion Relief Zone, working to ensure safe, efficient travel and a more sustainable urban environment. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.


Telework:
This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.

Job Summary:

The Senior Director, Policy & Customer Engagement reports to the Assistant Vice President, Customer Plans & Engagement and serves as a key enterprise leader within Tolling Management, with primary responsibility for shaping the strategy, policy direction, and customer engagement framework for the Central Business District Tolling Program (CBDTP). This role integrates strategic leadership, operational oversight, and advanced policy and analytics expertise to ensure the effective execution of CBDTP, including customer exemptions, discount programs, stakeholder engagement, and regulatory reporting. The incumbent plays a critical role in maintaining program integrity and compliance with environmental commitments while supporting revenue generation objectives that fund regional transit investments. A central focus of the role is ensuring a high standard of customer experience through timely, accurate processing of exemption applications, responsive resolution of escalated inquiries, and clear, consistent program communications. The Senior Director also leads external reporting efforts, supports regulatory and legislative compliance, and represents the agency in high-visibility stakeholder and intergovernmental engagements. This is a highly dynamic leadership role requiring rapid decision-making, cross-functional coordination, and the ability to operate in a continuously evolving policy and operational environment. The ideal candidate brings deep expertise in tolling policy, customer engagement strategy, data-driven decision-making, demand modeling, and large-scale program management.

Responsibilities:

Strategic Leadership, Policy Direction & Program Strategy
Lead the Strategy & Stakeholder Engagement function to develop communications for the Central Business District Tolling Program (CBDTP), including both environmental and non-environmental program elements.
Partner with senior executives to formulate clear points of view on strategic recommendations and plans for CBDTP and other Tolling Management initiatives through research and analysis.
Identify and drive strategic initiatives critical to CBDTP to ensure readiness, increased performance, and operational efficiency.
Provide input into future toll policy and discount program development to support agency revenue targets while balancing traffic management and business objectives.
Work with Tolling Management and MTA Communications to shape CBDTP and broader department communication strategy.

Stakeholder Engagement, External Relations & Environmental Coordination
Oversee stakeholder outreach processes and communications for CBDTP and Tolling Management environmental review processes in coordination with MTA HQ.
Represent the agency before elected officials, MTA/TBTA Board, and federal, state, and local regulatory entities as required.
Liaise with external partners including NYCDOT, NYSDOT, and other transportation agencies, as well as internal MTA stakeholders.
Oversee development and coordination of external engagement efforts and communications supporting program transparency and compliance.
Oversee the coordination and implementation of a portion of the CBDTP mitigations with Project Sponsors; coordinate meetings, track implementation progress and schedule adherence and other activities as needed.

Customer Experience, Exemptions & Service Operations Management
Oversee all aspects of the CBDTP Exemptions and Discount Plans, including full application lifecycle management.
Supervise the Individual Disability Exemption Plan Assessment Centers (five total), ensuring consistent operations and service delivery.
Ensure accurate, timely, and high-quality responses to customer inquiries and escalations to MTA B&T.
Oversee auditing and compliance monitoring of CBDTP exemptions and discount programs.
Have decision-making authority on customer notification language, website updates, and customer inquiry responses.

Policy Analysis, Research, Demand Modeling & Data Analytics
Direct demand modeling analysis and external reporting for CBDTP, including revenue, traffic, and toll system performance reporting.
Oversee demand forecasting, data collection, GIS activities, and policy analysis supporting program planning and decision-making.
Lead research and policy analysis to support CBDTP and Tolling Management priorities, including environmental operations analysis.
Provide specialized expertise in data analysis, query development across multiple systems, and research of complex operational issues.
Support evaluation of toll increases, discount structures, and program performance impacts.

Reporting, Dashboards, Performance Measurement & External Reporting
Oversee CBDTP reporting for internal and external audiences, including dashboards, presentations, and public reporting materials.
Direct development, modification, and monitoring of reporting dashboards and analytical tools supporting program needs.
Ensure timely and accurate mandatory federal, legislative, and environmental reporting requirements are met.
Oversee content development for external reporting, ensuring clarity, accuracy, and alignment with program objectives.
Support integration of reporting outputs into broader MTA performance and communication systems.

Organizational Leadership, Staff Management & Program Execution
Lead, manage, evaluate, and develop a team of approximately 15 employees within the CBDTP Policy & Engagement function.
Oversee consultants and contractors supporting customer engagement, policy -analysis, and reporting initiatives.
Ensure coordination across rapidly changing, ad hoc requests and cross-functional project demands.
Drive improvements in processes related to customer engagement, exemptions, reporting, and program operations.
Build team capability in policy analysis, customer service excellence, and data-driven decision-making.

Performs other duties as assigned.

Complies with all policies and standards.

May be required to work hours outside regular work hours, as applicable.

Observes the work performed by contractors, as applicable.

Reviews invoices and approve them if the work has contractual standards, as applicable.

Addresses performance issues with the contractor, when possible, as applicable.

Escalates issues to other parties when needed, as applicable.

Qualifications:

Bachelor’s Degree in Arts/Sciences (BA/BS) in Public Administration, Public Policy, Transportation Planning, Business, Data Analytics, Economics, or a closely related field. Additional years of experience can be substituted in lieu of education.

Minimum 12 years’ full-time professional experience in policy development, transportation operations, customer engagement, program management, or a related field.

Minimum 8 years’ experience in a senior management or supervisory role overseeing multidisciplinary teams and complex operational or policy-driven programs.

Excellent communication and interpersonal skills.

Demonstrated ability with building relationships and working collaboratively with internal and external stakeholders.

Demonstrated ability to work effectively and independently in a high-profile, high-pressure environment.

Must have focus and ability to deliver results, organizational effectiveness, and continuous improvement.

Must be a proven leader, change agent, and creative thinker with the ability to align business goals with solutions to drive process improvements.

Must possess excellent team building, listening, problem solving, and prioritization skills.

Must have experience with transportation policy, tolling operations, congestion pricing programs, or large-scale mobility/revenue programs.

Preferred:

Master’s degree in arts/sciences (MA/MS) in Public Policy, Public Administration, Transportation Planning, Business Administration, Data Analytics, or related discipline

Minimum 5 years of experience interfacing with executives to develop, manage, and communicate strategic agendas for projects and/or specific deliverables or work products

Minimum 5 years’ Project Management experience overseeing multiple projects in a fast-paced environment

Demonstrated ability with complex data analytics, visualization, and spatial analysis

Demonstrated ability to evaluate ridership impacts and understanding of travel behavior

Familiarity with travel-demand modeling

Knowledge of customer exemption programs, discount structures, or eligibility-based public benefit systems

Demonstrated ability with complex data analytics, visualization, and spatial analysis

Demonstrated ability to evaluate ridership impacts and understanding of travel behavior

Knowledge of environmental review processes (e.g., NEPA/SEQRA) and regulatory reporting requirements

Experience working with or within MTA, NYCDOT, NYSDOT, or comparable transportation/transit agencies

Additional Information:
This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

Other Information:
Final salary is determined experience, skillset, and alignment with compensation practices. The posted range reflects expected compensation and may be updated as market or business needs evolve.

To be eligible for consideration for a new role, current MTA employees must complete at least one year of service in their current role prior to applying. Additionally, eligibility to interview is contingent upon maintaining a satisfactory record of job performance, attendance, and disciplinary conduct.

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”).

MTA Bridges and Tunnels is governed by the Civil Service Rules and Regulations administered by the Department of Citywide Administrative Services (DCAS).

How to Apply:

For Internal Applicants: Log in to the My MTA Portal, click on the My Job Search tile, select the Careers link, search for the desired position, click Apply, and follow the on-screen instructions.

For External Applicants: Visit www.mta.info, click the “Careers” link located in the footer under the "The MTA" section, then click on “See All Open MTA Positions”. Search for the desired position, click Apply, and follow the instructions.

Comprehensive Benefits & Total Rewards Package:

Transportation & Financial Benefits

• Commuting Made Easy – Enjoy a complimentary MTA transportation pass, plus access to tax-advantaged commuter benefits to maximize your savings.
• Premium Health Coverage at Low Cost – Access high-quality individual, family and domestic partner healthcare, dental, vision and life insurance plans.
• Secure Your Future – Build long-term financial security through pension plans and retirement savings accounts designed for eligible employees.

Time Off & Work-Life Balance

• Generous Time Away – Recharge with substantial paid time off and comprehensive holiday schedules that support your personal and family commitments.
• Holistic Support Services – Access our dedicated Work Life Services team and Office of the Chaplains unit for personal guidance and support when you need it most.

Professional Growth & Development

• Learning & Development Program – Advance your career through structured professional development opportunities, skills training, and leadership programs tailored to support your growth within the organization.
• Educational Investment – Pursue your career goals with in-house training and professional development, tuition reimbursement support, and partnerships with educational institutions.

Employee Experience & Community

• Employee Assistance Programs – Comprehensive support services to help you navigate life's challenges with confidence and resources.
• Discounts & Perks – Take advantage of MTA employee discount programs offering savings on products and services.
• Connect & Belong – Join our vibrant Employee Resource Groups to build meaningful connections, share experiences, and contribute to an inclusive workplace culture.

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.