Transit Station Manager - Jacksonville Transportation Authority

Under the general direction of the AVP - Chief Transportation Officer, this position is responsible for the day-to-day operation and management of the Transit Station. This position is responsible for personnel development and the implementation of guidelines and operating procedures to ensure superior service is provided to customers who utilize JTA services.

Essential Function(s):

• Manage the daily operations of the Transit Station, ensuring efficient and safe station operations and timely addressing maintenance and facility issues.
• Work with the Finance Department to oversee the daily operation of the Ticket Information Center, ensuring that the daily financial accounting process is accurately and timely completed.
• Manage supervisory and union staff, setting goals and outlining specific objectives for assigned staff members and ensuring staff provide a uniform professional approach in the dissemination of public information.
• Respond to accidents, passenger disturbances, and other events and resolve passenger and Bus Operator problems.
• Receive and process CRM customer and passenger complaints and concerns and take corrective action(s) within the limits of delegated authority.
• Ensure the Transit Station and staff adhere to applicable regulations, policies, work procedures, instructions, safety rules, and appropriate safety equipment is used as required. Report violations and recommend disciplinary action for violations.
• Maintain knowledge of all routes, detour routes, and coordinate with Control Center personnel and others to resolve questions about delays or changes in routes.
• Act as the ADP administrator for the Transit Station and subject matter expert for the EPS STAR Card and TVM/ASM System.
• Coordinate or assist with special projects and events (e.g., stadium shuttles, promotional outreach, etc.), assigning tasks and overseeing transit station staff as needed.
• Conduct regular team meetings to provide feedback regarding performance.
• Perform other duties as assigned.

Minimum Qualifications:

• Bachelor’s degree in Business Administration, Public Administration, or related field, from an accredited college or university.
• Three (3) years of management experience in a customer service operations or similar environment. An equivalent combination of experience and training may substitute for the degree requirement.

Preferred Qualifications:

Advanced degree.

Knowledge, Skills and Abilities:

• Actively demonstrate JTA’s Elements of a Leader, including being engaged, courageous, a good communicator, empathetic, a critical thinker, a team player, a strategic thinker, customer-focused, a change agent/innovative, inspirational/high energy, accountable, and having integrity.
• Knowledge of mass transit and transfer station systems, including routes and bus operations.
• Knowledge of principles of management, supervision, training, and performance evaluation.
• Knowledge of Microsoft Office Suite, including general familiarity with Microsoft Excel and Word.
• Strong organizational, analytic and strategic-thinking skills with ability to create, implement and monitor plans and translate those plans into goals and concrete methods and strategies.
• Effective communication skills, both orally and in writing, with employees of all levels within the organization.
• Able to maintain a high level of confidentiality.
• Ability to work effectively with employees at all levels within the organization as well as the public.
• Ability to work independently with minimal supervision and resolve complaints in a professional, tactful manner.

Work Environment/Physical Demands:

The Transit Station Manager is an in-office position requiring collaboration with colleagues and interaction with customers. The incumbent may be required to work extended hours, including nights, weekends, and holidays, to respond to emergencies or to meet operational needs. Physical demands may include keyboarding/typing/using a computer mouse, repetitive motion, and sitting for prolonged periods.