Sr Mgr-Ticket Selling Operations

Senior Manager, Ticket Selling Operations

This position is responsible for the operations of all ticket-selling devices, Ticket Vending Machines (TVMs) and Ticket Office Machines (TOMs), in production, and all new ticket-selling devices that LIRR uses. This includes all maintenance and revenue service functions. The major objective of the position is to ensure the reliability of customer-operated machines at a level that is acceptable to our customers and consistent with corporate goals and strategies. Develops and administers policies related to ticket stock control and revenue servicing. Ensures that corporate ticket-selling operations and strategy coincide with and support MTA's goals. This position will assist with maintaining and developing all ticket-selling devices, Ticket Services, and Mobile ticketing systems.

Duties and responsibilities include :

• Directing 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.
• Overseeing the operations of four Ticket Selling Machine (TSM) headquarters (Bethpage, Hillside, GCM, and Penn Station).
• Developing, implementing, and managing programs for TVM preventive maintenance and prioritizing resource (labor) use.
• Managing, administering, and monitoring multiple third-party contracts that support the operation and maintenance of the machines.
• Supporting the day-to-day efficient operation of ticket offices, including maintenance of Ticket Office Machines (TOMs), which generate over $41,000,000 annually.
• Managing, developing, and maintaining department policies and procedures and internal controls related to ticket stock control and revenue servicing at each TSM headquarters.
• Supporting 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.
• Directing 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.
• Meeting and interacting 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.
• Preparing, operating, and controlling the operating budget for the Ticket Selling and Technology group.
• Selecting, developing, and motivating personnel within the department. Providing career development for subordinates. Providing prompt and effective coaching and counseling.
• Responsible for discipline / termination of employees when necessary.
• Reviewing the performance of staff. Creating a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
• Ensuring a safe working environment and adherence to the guidelines of the company's safety policies and procedures. Leading by example.
• Performing other assignments as requested by Sr. Management.

Required education and experience include :

Preferred qualifications include :

Benefits include :

Equal Employment Opportunity / ADA Disclaimer : MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including those concerning veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply. If you require reasonable accommodation for a medical condition or disability to participate in the job application or interview process, please notify your MTA representative once you have been contacted regarding the role.