Manager General Station Master

JOB SUMMARY

Manage the day-to-day operations of the Grand Central Terminal (GCT) Station Master's Office (SMO) and all customer-facing station functions to ensure safe, efficient operations and exceptional customer service. Supervise agreement workforce employees, ensuring compliance with safety regulations, collective bargaining agreements, departmental procedures, and company policies. Monitor workforce performance, address operational issues, and promote accountability to achieve operational and service objectives. Serve as the primary liaison with Terminal Appearance and Ticket Sales to coordinate daily activities, support service continuity, and maintain a safe, clean, and welcoming terminal environment for customers and employees.

DUTIES AND RESPONSIBILITIES

Establish, implement, and oversee performance and service standards for the delivery of customer information and assistance through the Station Master's Office (SMO). Provide leadership and direction to front-line uniformed personnel, including Assistant Station Masters, Information Booth Clerks, Customer Service Ushers, and SMO Clerks, ensuring the consistent execution of customer-facing responsibilities and the delivery of exceptional customer service.
Manage the Station Master's Office (SMO) response to special events, service disruptions, protests, schedule and track changes, and other operational priorities to ensure safe, efficient, and customer-focused operations. Monitor and control overtime to support operational and budgetary objectives. Coordinate with internal stakeholders, including the MTA Police Department (MTAPD), Grand Central Terminal Fire Brigade, and other departments, to effectively respond to incidents, demonstrations, service disruptions, and unplanned or unauthorized activities within the terminal.
Coordinate with internal MTA departments and external stakeholders to address operational, safety, and customer service matters affecting the Grand Central Terminal (GCT) campus. Foster collaborative relationships with the Long Island Rail Road (LIRR), One Vanderbilt, JPMorgan Chase, neighboring businesses, and other partners to ensure effective communication, coordinated response, and operational continuity
Respond to customer inquiries, complaints, and suggestions, resolving issues in a timely and professional manner to promote a positive customer experience. Ensure front-line employees provide accurate, consistent, and timely information while delivering exceptional customer service.
Serve as the primary liaison to Grand Central Terminal Appearance, ensuring GCT is maintained in a safe, clean, and presentable condition. Provide managerial oversight and operational support to the Terminal Appearance Unit during staffing shortages, employee absences, or vacant supervisory positions to ensure continuity of operations and service standards.
Monitor Station Master's Office (SMO) operations to ensure all departmental databases and operational systems are accurately maintained and updated. Ensure Station Operations standards, procedures, and reporting requirements are consistently upheld through effective information management and system oversight.
Select, develop, and motivate staff and provide career development for team members. Provide effective coaching and counseling. Manage team and individual performance. Create a professional environment that respects individual differences and enables staff to develop and contribute to their full potential
Serve as the liaison to the Ticket Office Unit to support and oversee ticket sales operations at all ticket offices, including Grand Central Terminal and Harlem–125th Street. Provide managerial assistance and operational support during staffing shortages, employee absences, or vacant positions to ensure continuity of ticketing services and maintain a high level of customer service.
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
KNOWLEDGE, SKILLS AND ABILITIES

Required:

Must promote all safety programs and policies to all employees under his/her jurisdiction.
Knowledge of Microsoft Office Suite (i.e. Word, PPT, Excel and/or Access) and/or comparable applications.
Ability to professionally address customers voicing complaints, operational emergencies and all other situations that arise in the Terminal.
Ability to gain a thorough knowledge of Grand Central Terminal with emphasis on the location of all entrances, exits, escalators, stairways, ramps and all other means of egress.
Have a working knowledge of all-applicable labor agreements and safety rules.
Interact with superiors, peers, and subordinates to teamwork
Must be available to meet the needs of the Terminal on a 24/7-365 basis, as needed.
Ability to work evenings and weekends, as needed.
Ability to cover (other position)
Ability to foster a positive teamwork environment.
The following is/are preferred:

Familiarity with all departments within Metro-North, with emphasis on the Customer Service and Stations Department.
REQUIRED EDUCATION AND EXPERIENCE

Associates Degree (AA)i n Business, Transportation, or a related field. Demonstrated equivalent experience, education and/ or technical credentials to include an additional (2) years of related experience may be considered in lieu of degree.
Minimum 3 years of experience in an operations environment, preferably in a transportation organization
Minimum 2 years of experience managing a diverse staff
The following is/are preferred:

Bachelor’s degree in arts/sciences (BA/BS) in business administration or related field.

OTHER INFORMATION

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”).
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.
Employees driving company vehicles will be subject to License Monitoring and 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.
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.