Supervisor, Passenger Experience & System Information

Supervisor, Passenger Experience & System Information

Salary range: $62,000-$72,000

Minimum Knowledge and Experience:

• A minimum of 3 years’ experience in customer facing roles is required.
• Excellent communication and presentation skills as well as ability to support project management, time management, decision-making, and analytical skills in a deadline-driven role.
• Proven ability to effectively lead a team in a comparable field or operational environment with core emphasis on staff development, delivering initiatives and competency management.
• Experience in the public transport sector in either operational or commercial role would be highly beneficial.

Skills:

• Strong ability to lead, engage and communicate with staff at all levels and build strong working relationships with the staff in all departments at all levels and the client in a complex fast paced operation environment.
• Proven ability to lead by example to foster positive cross-functional relationships with internal and external stakeholders.
• Demonstrated capability to represent Keolis as a credible ambassador to regulatory bodies, the client, and senior stakeholders.  
• Proven ability to adapt to innovative technologies and tools that create efficiency and accelerate change.  Ability to influence wider organizational culture through systemic, sustainable approaches.
• Key personal traits: forward thinking, initiative-taking, resilient, sound judgement, innovative where required, driven by a relentless pursuit of excellence.  
• Excellent written, verbal, communication, interpersonal, and presentational skills as it pertains to business proposals, design, and process improvement for project to promote process improvement.  

Key Accountabilities:

• Supervise and oversee the Passenger Assistant team, ensuring continuous development and improvement of outputs to ensure all deliverables are being consistently met.
• Responsible for planning and delivering resourcing for track outages, customer engagements, events (including integrated crowd control plans).
• Oversee and supervise all functions as it pertains to customer information at stations, ensuring relevance, accuracy and identifying improvements and budgets/mechanisms to deliver improvements.
• Support the delivery of customer improvement projects and initiatives to support a positive ridership experience.
• Support the Manager, Passenger Experience & System Information in their role and act as their deputy.
• Deliver all relevant contractual obligations required by the Operating Agreement between Keolis Commuter Service and the MBTA.
• Demonstrates understanding and adheres to the KCS principles of Employee Engagement, Operational Excellence, Safety & Security, and Economic Performance
• Understand the safe operating practices, deliver safe systems of work, review safety issues/incidents/reports and deliver changes and improvements to the business, department, and team.
• Completes other duties as assigned.

Working Conditions (including Physical Demands)

• Environment in offices, out on the network
• Exposures weather and operational train noise
• Essential Physical Requirements, standing and walking for periods of time.
• Travel Requirements travel across the network.
• Weekend work Requirements from time to time, and potential for cover due to operational events.

About Keolis:

At Keolis Commuter Services (KCS), we give every team member—and their ideas—a seat for the journey. We are a diverse team made up of different backgrounds, stories, and perspectives, which is our strength. If you’re looking for a career with a company that invests in your future, KCS is the place for you. We Imagine. We Care. We Commit! Since 2014, Keolis Commuter Services has been entrusted with operating and maintaining the Commuter Rail network on behalf of the Massachusetts Bay Transportation Authority (MBTA).  During this time, we have worked to deliver a safe and reliable service, thanks to the knowledge and dedication of our team, and our experience operating transit networks around the world. Today, we're proud of the progress we have made together to deliver a best-in-class service for the Greater Boston community. We believe our people are what make us great. That is why we demonstrate a commitment to a safe, healthy, and inclusive culture that welcomes ideas, encourages innovation, and values belonging. Your future starts here!

At Keolis Commuter Services, LLC we provide a competitive compensation package that is designed to be flexible and comprehensive to meet the needs of our hard-working employees and their families.

Benefits Package Highlights:

• Generous Medical & Rx plan
• Dental & Vision Plan
• Railroad Retirement Benefits – a federal program that administers retirement, survivor, unemployment, and sickness benefits to U.S. railroad workers and their families.
• Fidelity 401K Program
• Flexible Spending Accounts
• Transit and Parking Reimbursement Benefits
• Employee Assistance Program
• Company Sponsored Life & Accidental Death and Dismemberment Benefits
• Education Assistance
• Short- & Long-term Disability Benefits
• Voluntary Benefits Plan options including
  • Supplemental health plans for accidents, critical illness, hospital stays
  • Pet, Home, Auto insurance

Additional Statements:

• Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. Must pass a physical examination.
• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world. 
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which we operate.
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
• ADA Reasonable Accommodation: Keolis CS is committed to the full inclusion of all qualified individuals. As part of this commitment, Keolis CS will ensure that persons with disabilities are provided reasonable accommodations. 
• Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job, and Keolis retains the right to change or assign other duties to this position. Employees must be able to perform the essential job duties of this position satisfactorily.  If requested, reasonable accommodation will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.  Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.