Manager, Customer Engagement

Manager, Customer Engagement

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation's largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

Position Objective :

The position is responsible for managing the day-to-day operations of the Customer Engagement Team (CET), which receives well over 100,000 inquiries annually and operates 7 days a week. These inquiries include Executive correspondence, customer letters, emails, social media, telephone calls, delay verification requests, and other matters, including issues and comments related to the MTA's new fare payment system, OMNY.

Responsibilities :

The Manager oversees a team of analysts to ensure that customers receive accurate, timely, and professional responses to their communications with the MTA. The Manager will help ensure that Service Level Agreements (SLAs) are met, monitored, and that staff performance is measured. The position will require the manager to research, review, edit, proofread, and / or compose replies to customer letters and e-mail inquiries and resolve customer problems whenever possible through contacts with other departments.

Produce regularly scheduled as well as ad hoc reports summarizing and analyzing customer feedback, including trending topics and other pertinent information. The manager will participate in NYCT meetings as needed to present report findings.

The manager ensures employees are cross-trained on all communication channels and act in the absence of the Assistant Director and / or Director.

Analyze the accuracy of multiple reports, perform quality assurance analysis, and ensure the overall quality of customer responses.

Works in conjunction with the Assistant Director and Director to continuously improve the use of Cassie, the department's customer relationship management system, to drive efficiencies in work processes and support organizational changes.

Participates in in-person events or forums.

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.

Other duties as assigned

Qualifications :

Knowledge / Skills / Abilities :

Strong leadership skills and ability to work independently and with minimal supervision.

Ability to effectively supervise represented employees.

Knowledge of analytical or database software, particularly CRM or business intelligence systems.

Experience with Salesforce or similar CRM products.

Experience with social media customer service software.

Proficiency with Power BI and Tableau.

Exceptional ability to produce reports and dashboards under tight deadlines.

Sharp analytical skills, attention to detail, and deadlines.

Knowledge of NYCT rules, regulations, and procedures.

Strong verbal, written, research, and interpersonal communication skills.

Sound judgment and excellent work ethic.

Highly organized and able to deftly manage multiple projects at the same time.

Proficiency in all Microsoft applications.

Ability to perform extensive quality control of message content.

Required Education and Experience :

Bachelor's degree in Business, Transportation, Public Policy, or a related field, or an equivalent combination of education and experience from an accredited institution may be considered in lieu of a degree.

At least five (5) years of satisfactory, full-time experience with at least two (2) years' experience in the management or supervision of customer service operations, staff, and / or projects.

Demonstrated supervisory and / or leadership abilities.

Preferred :

Master's degree in a related field.

Prior experience working in a large, multi-faceted, fast-paced organization or governmental body.

Familiarity with the MTA's collective bargaining procedures.

Other Information :

May need to work outside of normal work hours (i.e., evenings and weekends).

Travel may be required to other MTA locations or other external sites.

According 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").

Employees driving company vehicles must complete defensive driver training once every three years for current MNR drivers, or within 180 days of hire or transfer for an employee entering an authorized driving position.

Equal Employment Opportunity :

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.