Description Position at MTA Bus Company
JOB SUMMARY
Title:
Manager, Customer Relations Training
Authority:
TA, OA, MTA BUS
Division/Unit:
Operations Support - Training
Location:
Zerega Central Maintenance Facility - 750-770 Zerega Ave, Bronx
Hours:
As required
Reporting Manager (if Applicable)
Director, Transportation Training
Deadline (if Applicable)
08/12/2026
Compensation:
$86,968 - $108,710 (ADC004)
POSITION SUMMARY
This position is accountable for researching, developing, delivering and monitoring customer relations training programs for Department of Buses' hourly and supervisory employees. The purpose of these programs is to improve the public's image and perception of NYC Transit in general and DOB personnel in particular. Examples of programs provided are ADA announcements, customer safety, use wheelchair lifts. Will also develop and deliver operations/safety related programs such as Fatigue & Stress Awareness training. Conduct focus groups or individual sessions to identify, evaluate and resolve problematic areas. Provide individualized training or coaching where needed. Work directly with DOB's executive management on such issues as team building, negotiating skills, employee development and/or succession planning.
RESPONSIBILITIES:
- Research, develop, deliver and monitor customer relations training programs for Department of Buses' hourly and supervisory employees. The purpose of these programs is to improve the public's image and perception of NYC Transit in general and DOB personnel in particular. Examples programs provided: ADA announcements, customer safety, use of wheelchair lifts, etc.
- Conduct focus groups or individual sessions to identify, evaluate and resolve problematic areas.
- Provide individualized or coaching where needed. Work directly with DOB's executive management on such issues as team building, negotiation skills, employee development and/or succession planning.
- Develop and deliver operations/safety related programs such Fatigue & Stress Awareness training.
- Conduct research on successful training programs throughout the industry and recommend those they are likely to be effective at NYC Transit.
- Provide individual employee skills assessment as needed. Assist employees in identifying areas in which they need development. Propose training programs to meet these needs.
EDUCATION AND EXPERIENCE:
- Baccalaureate in Business Administration, Education, Public Administration and Psychology or a satisfactory equivalent.
- 8 years of Years Experience
- 3 years of Managerial/Supervisory Experience
DESIRED SKILLS
- Knowledge of adult learning theory and training needs analysis.
- Must be able to manage the implementation and evaluation of training programs.
- Must have strong communication and analytical skills.
- Knowledge of DOB operations and customer service principles.
SELECTION METHOD
Based on evaluation of education, skills, experience, interview, and written assessment.
All selected candidates will be subject to a full background investigation that includes employment and education. Discrepancies may lead to dismissal.
OTHER INFORMATION
Appointment may be at a comparable level to current level of selected candidate. (If necessary)
As an employee of MTA NYC Transit, you may be required to complete an annual financial disclosure statement with the state of New York, if your position earns more than $101,379 (this is subject to change) per year or if the position is designated as a policy maker.
HOW TO APPLY
Qualified applicants can submit an online application by clicking on the 'APPLY NOW' button from either the CAREERS page or from the JOB DESCRIPTION page.
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