Description Position at Long Island Rail Road
Job Title: Ticket Selling Technology Leader
Department: Stations
MTA Agency: LIRR
Primary Location(s): Various
Hourly Rate: *$59.365 Position Classification: Safety Sensitive
Closing Date (if applicable): Open until Filled
About your agency: Chartered in 1834, the Long Island Rail Road (LIRR) is the largest, busiest, and oldest continuously operating commuter railroad in the United States. In 2024, this 24/7/365 operation served 75.5 million riders on a system that stretches nearly 120 miles - from Penn Station and Grand Central Madison in Manhattan to Montauk on the eastern tip of Long Island.
This is a Represented Position.JOB SUMMARY:
This position is accountable for the daily operation of the Railroad's Ticket Selling Machines, supporting data communications network, and direct implementation of new ticket selling technologies at stations, terminals and vending machines. Implements new customer operated ticket vending machines technology and ticket office machine technology at all staffed ticket offices and terminals. Ensures that programs sustain operation of customer operated machines at a level of reliability that is acceptable to our customers and is consistent with corporate goals and strategies. Ensures customer claims, chargebacks and seller's over/shorts are researched and processed timely and in accordance with established guidelines.
DUTIES AND RESPONSIBILITIES:
- Manage and oversee annual Ticket Selling Machine (TVMs and TOMs) and mobile ticket selling application sales of approximately $684 million in cash, credit and debit sales system wide. Assign resources, reporting/auditing/banking, for ticket stock, TSM revenue, security systems, and providing ticket sales services.
- Manage all aspects of ticket selling operations, which includes the corporate ticket stock operation, departmental policies and procedures as they relate to all aspects of ticket sales, manage the TVM "Claims" Support line and office, as well as the "Chargeback" operation
- Develop, implement and manage programs for TVM preventive maintenance, remedial maintenance and revenue servicing and prioritize resource use. Manage, administer and monitor multiple 3rd party contracts that support operation and maintenance of the machines.
- Manage ticket seller accounts (over/shorts) and identify issues that sellers may have. Act upon any issues with a program for employees to solve any problems they may have with ticket selling. Update and implement any new departmental policies and procedures. Oversee all aspects of ticket seller training.
- Ensure compliance with system safety programs to include follow-up on employee accidents, employee counseling, and employee education enforcement of safety rules. Complete facility/vehicle inspections, correct deficiencies or report unsafe conditions to responsible department. Promote diversity and respect in the workplace. Develop and motivate peers and represented employees.
- Meet and interact with customers, commuter groups, community groups and local government officials and investigate and respond to customer complaints to learn of concerns and issues, resolve problems, provide feedback and be the direct manager contact.
- Participate in development and/or staying up-to-date on technology for the next generation of customers and employee operated ticket selling equipment. Develop technical requirements in support of corporate initiatives. Provide technical assistance and council to vendor selection committee. Work directed as related to the ticket selling systems.
- Respond to service disruptions and/or employee emergencies or planned events on a 24/7 basis as required and implement contingency plans when warranted.
- Select, develop and motivate personnel within the department. Provide career development for subordinates. Provide prompt and effective coaching and counseling. Responsible for discipline/termination of employees when necessary. Review performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
- Promote safe work practices and provide safe working conditions. Ensure a safe working environment and adherence to guidelines of company safety policies and procedures. Lead by example.
- Perform other assignments as requested by Sr. Management.
REQUIRED EDUCATION AND EXPERIENCE:
- Bachelor's degree in Business, Transportation, or related field. Demonstrated, directly related, equivalent experience, (approx. 6-7 years) and education may be considered in lieu of the degree.
- Must possess a minimum of 2-3 years of experience working in a customer related field.
- Must possess prior supervisory/management experience (approx. 5 years)
- Must possess superior Customer Service skills.
- Must possess experience with Point of Sale System technologies (IE Ticket Selling Machine/Computerized Registers, ATM's or related experience).
- Must possess understanding of collective bargaining agreements.
- Must possess thorough knowledge of how to identify, evaluate and improve internal controls.
- Must possess proficient PC skills of all Microsoft applications.
- Must possess basic knowledge of Accounting, Finance, and Public Relations.
- Must possess a high degree of professional and personal integrity.
- Must possess above-average ability to be versatile and adaptable to new situations on short notice.
- Must possess the ability to understand, review, analyze and recommend enhancements to systems.
- Must possess analytical, leadership and problem-solving skills with ability to manage project teams.
- Must demonstrate strong, effective managerial, human relations interpersonal and communication skills.
- Must possess human relations skills in addressing concerns of customers, local governments, agencies, other departments, employees and union officials.
PREFERRED QUALIFICATIONS:
- Knowledge of operating budget policy and corporate procedures.
- Comprehensive knowledge of the Agents and Clerks Union Agreements and related Arbitration Awards.
WAGE PROGRESSION:For all employees hired prior to September 25, 2014, there will be a new hire entry progression as follows:
Step 1
80% Rate of Pay
$47.4920
Step 2
85% Rate of Pay
$50.4603
Step 3
90% Rate of Pay
$53.4285
Step 4
95% Rate of Pay
$56.3968
Step 5
Full Rate of Pay
$59.3650
For all employees hire on or after September 25, 2014, there will be a new hire entry progression as follows:
Step 11
Step 1 - New WP 80% (1st yr)
$47.4920
Step 12
Step 2 - New WP 80% (2nd yr)
$47.4920
Step 13
Step 3 - New WP 85%
$50.4603
Step 14
Step 4 - New WP 90% (1st yr)
$53.4285
Step 15
Step 5 - New WP 90% (2nd yr)
$53.4285
Step 16
Step 6 - New WP 95%
$56.3968
Step 17
Step 7 - New WP 100%
$59.3650
OTHER INFORMATION: - Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the "Commission").
- Actual salary offers may vary based on individual work experience. The annual salary range is subject to change and may be modified at the company's discretion.
- Employees driving company vehicles must complete defensive driver training once every three years for current MTA drivers; or within 180 days of hire or transfer for an employee entering an authorized driving position.
- Current employees should be in their current position 12 months prior to starting a new role and must possess a satisfactory work history,
- including attendance and discipline record.
- Candidates selected for this position may be placed in a competitive or non-competitive class position based on their qualifications. Qualified candidates who are placed in a competitive class position are eligible for the 55-a Program. Please indicate in your cover letter and in the upper right corner of your resume that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the following link ;/b>
- LIRR:
- In addition to meeting the minimum requirements of the position, the selection process may include but is not limited to, a pre-screening assessment (i.e., physical, written, and/ or practical evaluation) and interview. Candidates forfeit further consideration in the process if they fail to participate in any step of the process when scheduled. Make-up dates/times will not be given. In addition, LIRR employee applicants must be in their current position for the 12 months immediately preceding the close date of this posting and must possess a satisfactory work history, including attendance and discipline record. A record of more than ten sick days without medical documentation in two of the last three years is considered unsatisfactory attendance. Not all qualified applicants are guaranteed an interview due to the competitive selection process. A medical examination and safety-sensitive drug/alcohol test may also be required.
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EQUAL EMPLOYMENT OPPORTUNITY/ADA DISCLAIMER: MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including those concerning veteran status and individuals with disabilities.
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.
If you require reasonable accommodation for a medical condition or disability to participate in the job application or interview process, please notify your MTA representative once you have been contacted regarding the role.
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