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Metropolitan Transportation Authority · 3 days ago

Director, Customer Communications - OCC

New York, NY

Full-time

Onsite

Director/Executive

$104K/yr - $147K/yr

10+ years exp

Metropolitan Transportation Authority is seeking a Director of Customer Communications to provide strategic leadership and oversight of the Customer Communications Program. The role involves ensuring clear and accurate service information is delivered to customers and requires strong collaboration across various teams within the organization.

Transportation/Trucking/Railroad

Responsibilities

Lead the Customer Communications Program and ensure consistent, high-quality customer information delivery via public address systems, countdown clocks, and onboard announcements

Develop and implement standardized communication frameworks, SOPs, and operational protocols across Service Delivery

Provide strategic leadership to the Incident Communication Lead (ICL) and Dedicated Announcer Program (DAP) teams

Direct communication efforts during service disruptions, emergencies, and Incident Command Center activations

Oversee customer communication training programs for train crews and Service Delivery staff

Lead and support PA/CIS Phase II system upgrades and integrations in collaboration with Construction & Development teams

Coordinate customer-facing messaging, automated announcements, and internal communication alignment

Serve as a primary liaison across NYCT and MTA stakeholders to support operational efficiency and customer transparency

Manage reports, correspondence, customer complaints, FOIL responses, and investigative inquiries as needed

Qualification

Analytical Problem-SolvingProject ManagementPublic RelationsTraining ExperienceCommunication Skills

Required

A baccalaureate degree from an accredited college in Business Administration, Communications, Transportation Management, Public Relations, or a related field and a minimum of ten (10) years of experience, of which five (5) years must have been in a managerial or supervisory capacity -or-

A satisfactory equivalent of education and experience may be considered in lieu of a degree

Preferred

Strong project management, engineering design, and analytical problem-solving skills

In-depth knowledge of NYCT and subway policies and procedures

Proven ability to craft and interpret clear and concise messaging for public address announcements and for all senior leadership communications

Experienced in training others in these skills

Exceptional oral and written communication abilities

Company

Metropolitan Transportation Authority

Glassdoor3.6

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people in the 5,000-square-mile area fanning out from New York City through Long Island, southeastern New York State, and Connecticut.

Founded in 1834

New York, NY, US

10001+ employees