5-7 years of experience in transport and station operations
Strong understanding of health, safety, and security regulations
Proven track record in customer experience and engagement
Demonstrated leadership and people management skills
Effective problem-solving and decision-making abilities
Experience in stakeholder management
Responsibilities
Lead safe and efficient station operations across the commuter rail network
Manage staff competence and operational standards for station personnel
Act as duty manager overseeing daily station activities and service disruptions
Ensure compliance with operational procedures and high presentation standards
Support asset management and cleanliness initiatives
Drive customer service excellence and monitor satisfaction metrics
Engage with stakeholders for seamless station operations
Benefits
Comprehensive health and wellness programs
Opportunities for professional development and training
Employee engagement initiatives
Supportive work environment fostering teamwork
Access to innovative technologies and sustainability projects
Full Job Description
Station Manager
The Station Manager will lead the safe and efficient operation of all stations within the group, ensuring excellent customer service and team management
Salary Range: $80,000-$90,000
Minimum Knowledge and Experience:
Transport and station operations
Health, safety, and security regulations
Customer experience and engagement
Leadership and people management
Problem solving and decision making
Stakeholder management
Key Accountabilities:
Operational Management:
Lead the safe and efficient operation of all stations on the commuter rail network
Deliver the operational standards for all station staff including managing staff competence
Undertake the role of duty manager, lead the management of the day-to-day station activities, including revenue protection activities, crowd control, and lead the station's team responses to service disruption
Ensure adherence to operational procedures
Support the Senior Station Manager to oversee asset management, station cleanliness, and facilities management, to ensure a high standard of presentation
Support the building of and act as lead in delivery of event/change plans
Customer Experience and Accessibility:
Act as duty manager managing the station's team to deliver a high standard of customer service, ensuring stations on the commuter rail network are welcoming and inclusive
Deliver the Signature Service initiatives and embed Signature Service within the Station team
Support the Senior Station Manager in monitoring and improving customer satisfaction metrics, handle complaints, and drive service excellence
Leadership and People Management:
Manage and motivate a team of frontline staff, and customer service representatives
Oversee staff performance, training, and development
Provide structure and guide frontline staff activities
Ensure workforce engagement and adherence to Keolis policies
Support the Senior Station Manager in relationships with trade unions, handling relations issues proactively
Safety, Security, and Compliance:
Ensure compliance with health and safety regulations, including emergency preparedness and incident management
Support the Senior Station Manager in building and maintaining the station risk register
Lead/support investigations into operational incidents, near misses, and customer safety concerns
Manage security risks, working with law enforcement and emergency responders as required
Maintain compliance with regulatory requirements and company policies
Financial and Commercial Management:
Deliver within the station budgets
Ensure enforcement of ticketing policies
Stakeholder and Community Engagement:
Liaise with internal teams to ensure seamless station operations
Engage with transport authorities, emergency services, and local authorities on operational and strategic matters
Support the Senior Station Manager in representing the organization with the MBTA and other stakeholders as it pertains to Station operations and Event management.
Continuous Improvement and Change Management:
Support the delivery of station improvement projects and operational enhancements, such as big boards and gate lines
Support the implementation of new technologies and digital solutions to improve efficiency
Drive sustainability initiatives, such as energy efficiency and waste reduction at stations
Use data analytics to identify trends and optimize station performance
Applicants must be authorized to work in the United States. Visa sponsorship is not available for this position
