26-DMTANITA is seeking to fill a critical role with the newly formed
Division Manager or Manager, Transit Ambassador Program position for the
Safety & Experience department. The incumbent will lead and oversee the regional Transit Ambassador program to ensure a visible, positive, and effective presence across the transit system, promoting safety, customer service, and a welcoming environment for all riders.
Accountabilities include but are not limited to:
Oversee accountabilities of Transit Ambassadors defined by NITA Act:- Navigational and other passenger assistance.
- Liaising with law enforcement, social services, and community resources to address unsafe conditions and to connect people with relevant social, medical, and other services.
- Monitoring passenger activity and compliance with laws and rules.
Program Leadership & Oversight- Develop, implement, and continuously improve policies, procedures, and training programs for Transit Ambassadors, with a focus on de-escalation, public safety, cultural sensitivity, disability awareness, and customer service best practices.
- Ensure Transit Ambassador program complies with all relevant state/federal laws, regulations, and NITA act.
- Oversee program for recruiting, hiring, training, and evaluating Transit Ambassadors, ensuring a diverse and skilled team that reflects the community served.
Safety, Security, and Incident Response- Oversee the collection, review, and analysis of incident reports, daily logs, and data from Transit Ambassadors to identify trends, risks, and opportunities for improvement with Service Board staff.
- Ensure Transit Ambassadors are trained and equipped to provide first aid, CPR, and administer Narcan (naloxone) as needed, and to connect individuals in crisis with appropriate resources.
Customer Experience & Community Engagement - Champion a customer-focused culture by ensuring Transit Ambassadors provide accurate information, wayfinding, and support to riders.
- Promote and support the use of tools to empower riders to discreetly report safety concerns or request assistance.
- Foster positive relationships with community organizations and advocacy groups to enhance the program's effectiveness and reputation.
- Lead outreach and education efforts to encourage courteous behavior and adherence to transit system rules.
Reporting, Evaluation, and Continuous Improvement - Prepare and present regular reports on program performance, safety incidents, customer feedback, and key metrics to senior leaders and boards of directors at NITA as well as Service Boards (i.e., CTA/Metra/Pace), as well as other key stakeholders.
- Stay informed of industry's best practices and legislative changes affecting transit ambassador programs and adapt the program accordingly.
Collaboration & Strategic Planning - Monitor and evaluate safety, cleanliness, and maintenance conditions across the transit system; collaborate with Service Board departments (e.g., safety, maintenance, customer service) and external partners (e.g., law enforcement, social services) to identify areas for improvement and recommend policy or operational changes.
- Participate in strategic planning and budgeting for the Transit Ambassador program, aligning resources with organizational goals and community needs.
- Foster a work culture that's focused on achieving measurable objectives by coaching staff, strengthening interagency relationships, and supporting your team. Supports the Agency's Equal Employment Opportunity policies, goals and objectives.
- Perform other related duties as required or assigned.
The ideal candidate must have the following:
- The knowledge, skills, and abilities equivalent to the completion of a Bachelor's Degree in Public Administration, Sociology, Social Work, Psychology, or a related field required.
- Transportation safety, first aid certifications, and de-escalation certifications are a plus.
- Division Manager must have seven to ten (7 - 10) years' experience and Managers must have four to six (4 - 6) years' experience in public safety, social work, community engagement, and/or transit experience.
- Division Managers must have a minimum of three (3) years' of demonstrated supervisory/management experience and Managers must have a minimum of one (1) year of demonstrated supervisory/management experience.
- Experience working directly with people with disabilities, unhoused communities, incarcerated individuals, or other underserved communities/populations required.
- Demonstrated ability to collaborate across law enforcement, social services, or public transit entities required.
- Experience in transit operations is preferred.
- Prior experience managing union staff is a plus.
Skills: - Strategic leadership: Capable of setting clear vision and direction, motivating teams, and guiding complex initiatives to achieve organizational goals.
- Policy development and regulatory alignment: Experienced in crafting, implementing, and evaluating policies to ensure compliance with local, state, and federal safety regulations.
- Equity-centered service philosophy: Committed to ensuring that safety programs and services are accessible, fair, and inclusive for all community members, particularly underserved populations.
- Change management: Skilled in guiding teams through transitions, aligning stakeholders, and effectively communicating change.
- Interpersonal: Ability to build trust, navigate differing perspectives, and develop productive working relationships across diverse internal, governmental, and community stakeholders.
- Communication: Ability to communicate complex information clearly and effectively, both verbally and in writing, to diverse internal and external audiences.
NITA offers a highly competitive benefits package:
- Pension plan or 401(k) salary match provided by NITA at no cost to you
- 401(k) and/or 457 plan options
- Hybrid work environment and flexible work schedules
- Transit benefits to support your commute
- Twelve paid holidays and one floating holiday
- Competitive personal leave package
- Parental leave
- Medical/Dental/Vision/Life/AD&D Insurance/Pet Insurance
- Flexible Spending Account
- Tuition reimbursement
- Gym membership discount
- Public Service Loan Forgiveness (PSLF)
- Employee Assistance Program
Division Manager role typically offers salaries near $123,000 and shall consider a Manager tier for candidates who fit the manager role typically at salaries near $99,825. NITA offers competitive salaries with the possibility of a higher offer for highly qualified candidates. (The final scale of the classification for this position will be based upon the selected candidates demonstrated experience and qualifications.)
To apply online: Select Login and within the drop-down box, "Login" to your account or create an account by selecting "Register."
For assistance during your application process (e.g. password login, errors, attaching documents), please contact us at: humanresources@nita.illinois.gov
