Vice President

This dynamic leader ensures that all rail stations are safe, healthy, clean, and properly maintained as well as staffed with knowledgeable, friendly and customer focused employees. He or she plans, directs, and coordinates personnel, programs, and operations in customer service, custodial services, and staff performance relating to all aspects of Rail Station Management. Administering the development and implementation of Rail Station Management customer facing policies, procedures, goals, and programs, while ensuring processes, structures, and procedures reflect industry-leading customer service and janitorial practices, this person will ensure a positive customer experience.

PRIMARY RESPONSIBILITIES
Directs the work performed by personnel within the Rail Station Management Department.

• Ensures programs align with the values and commitments of the Authority.
• Focus on creating a pleasant environment for customers.
• Provide service with the highest standards of quality and safety for customers.

Develops customer service and janitorial maintenance programs, policies, goals, and objectives.

• Determines customer needs, current inefficiencies, and areas that need improvement, and implements work procedures and methods.
• Ensures the goals of the department align with the objectives of the Authority.

Evaluates the performance of supervisory staff to ensure compliance with Authority programs and policies. Empowers and promotes the attainment of goals and objectives.

• Acts as subject matter expert related to customer service and janitorial maintenance concerns.

Assigns or delegates responsibility for specific projects or functional activities to section supervisory personnel.

Monitors, reviews and approves training programs.

Liaises with various Authority departments and external parties to coordinate implementation of Rail Station Management programs and procedures.

• Meets regularly with management personnel throughout the Authority to ensure that programs and plans are effectively coordinated.
• Attends City of Chicago Task Force meetings with the City of Chicago’s rodent control and sanitation department, City of Chicago Anti-Graffiti Program, Snow Removal Program, Chicago Alternative Policing Strategy (CAPS) and Clean and Green Program.
• Interfaces with various levels of management from other transit jurisdictions and representatives from various governmental agencies. Develops and fosters relationships that are beneficial to the Station Management Department.

Conducts Station Management field inspections.

• Visits rail stations to evaluate the performance of Janitorial Staff, Customer Service Assistants and Customer Service Representatives.
• Identifies current inefficient and provides recommendation improvements according to industry best practices.
• Inspects rail stations premises to evaluate general appearance and equipment.
• Reviews work methods and performance, and determines compliance with applicable CTA policies, goals, and objectives.

• Requires on-call availability 24 hours/day, 7 days/week.
• Directs and performs snow removal processes as needed to ensure facilities and stations are accessible and safe for all Authority employees, customers, and transportation equipment/vehicles.
• Assists managers in implementing and planning Snow Response Strategies.

Hires, trains, develops, monitors, and evaluate staff. Reviews and recommends personnel actions for approval.

Performs related duties as assigned.

MANAGEMENT RESPONSIBILITIES
Reporting to this position are the following jobs:
Job Title

• General Manager, Rail Station Management

CHALLENGES

• Keeping abreast of new developments and advancements within the field of Customer Service and Janitorial Services
• Designs and implements Station Management programs that meet the Authority’s, as well as the customers’ needs and expectations.
• Dealing with stress due to “24-hour on call” nature of the job.

EDUCATION/EXPERIENCE REQUIREMENTS

• Bachelor’s degree in Management or a related technical field, plus ten (10) years of extensive experience relating to this discipline, of which five (5) years is in a management or supervisory role, or a combination of education and experience relating to this position, including any relevant military experience.
• Must possess a valid State of Illinois Driver’s License.
• Must complete Rail Safety Training.

PHYSICAL REQUIREMENTS

• Requires sitting for extended periods of time, standing, visual acumen, manual dexterity, and fingering for working with computer keyboards.
• Required to walk rapid transit right of ways, including elevated and subway structures.
• Must have the physical and mental endurance to work excessive hours during emergency situations.

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to instill inspiration in others to drive them to drive them to put forth maximum positive efforts.
• Working knowledge of the principles of leadership, team building, motivation, and conflict resolution.
• Detailed knowledge of the principles, policies, and practices of facility maintenance and related programs.
• Detailed knowledge of operations, services, and activities.
• Detailed knowledge of pertinent local, state and federal laws, rules, regulations, and collective bargaining agreements.
• Detailed knowledge of the methods and practices in budget, planning, and administration.
• Detailed knowledge of the methods and principles of supervision, training, and performance evaluation.
• Strong organizational and interpersonal skills.
• Strong written and oral communications skills.
• Strong organization, financial, presentation and operational skills.
• Strong leadership skills.
• Strong executive and administrative skills necessary to plan, direct, evaluate and coordinate the functions of all operations units.
• Ability to plan, review, assign, and evaluate the work of subordinate personnel.
• Ability to drive results by identifying and resolving significant problems within scope of responsibility. Ability to communicate professionally and courteously with the public and colleagues.
• Ability to prepare clear and concise administrative and financial reports.
• Ability to analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations in support of the Authority and departmental goals.
• Ability to establish and maintain effective working relationships with those contacted in the course of work.

WORKING CONDITIONS

• General office environment.
• When working in the field environment, it encompasses working in proximity to moving trains, active maintenance shops, energized 600 volt DC electrical power and all prevailing weather conditions.
• On-call 24/7 with assigned company car to respond to emergencies and travel to all field locations.
• May be required to work extended shifts in emergency situations as needed or as determined by the Chief Transit Officer.

EQUIPMENT, TOOLS, AND MATERIALS UTILIZED

• Standard office equipment.
• Personal computer and related software.
• Two-way radio, cellular phone, company car.