OVERALL DESCRIPTION

Oversees the operation of the Regional Railroad Personnel Assignment Office (PAO) and manages RRD Stations/Customer Service to achieve optimum use of facilities and staffing in providing safe,courteous, dependable and efficient transportation services to customers.

SPECIFIC RESPONSIBILITIES

1. Oversees the RRD PAO in its development of staffing for all scheduled RRD revenue train service including but not limited to, staffing projections, training, payroll and crew dispatching.
2. Oversees the operation of Center City and outlying field station operations including but not limited to staffing, facility management, third party contract management and customer service/communication.
3. Ensures effective customer focused communications at all Railroad stations and customer facilities including any information related to construction/maintenance projects that have a customer service impact. 
4. Coordinates and interfaces with various departments and external agencies on customer communication regarding service and schedule changes.  Departments/agencies include but not limited to:  Communications, Service Planning, Maintenance, Government & Public Affairs, Philadelphia International Airport.
5. Ensures the safety, cleanliness and state of good repair of all Center City Railroad passenger stations.  Coordinates Railroad station repair projects with other SEPTA departments as well as outside agencies when necessary.  Oversees the janitorial and landscaping services provided by third-party contractors at all Center City Railroad stations.
6. Develops goals, rules, and programs designed to improve the safety, quality, productivity and efficiency of railroad service to increase customer satisfaction.  Works in coordination with other departments, divisions and outside agencies.
7. Monitor and report employee performance and railroad service related to customer complaints and commendations.

SPECIFIC RESPONSIBILITIES (CONT.)

1. Ensures staff attendance at Priority Outage Meetings and coordinates all aspects of customer service information relating to planned projects.  Ensures attendance at internal and external meetings related to any events and projects that may impact SEPTA Railroad customers.
2. Coordinates with Railroad Parking Operations and Contract Operations to provide timely and accurate customer information about all parking facility projects that may impact Railroad customers.
3. Responsible for logging, investigating and tracking all reported employee and customer injury incidents at all Railroad station locations including crew facilities that are located at station locations.
4. Promotes and enforces safety regulations and implement safety programs.
5. Ensures the professional development of railroad supervisory staff so that personnel in these positions have all the training and qualifications required by SEPTA as well as government regulatory agencies.
6. Responsible for fulfilling the Authority’s mission statement of providing high quality railroad service by achieving goals such as: accident/incident reduction, customer satisfaction, on-time performance, etc. 
7. Ensures that all employees are dealt with fairly and equitably in compliance with labor agreements and Authority policies.
8. Develops, monitors and controls budget expenditures within assigned areas of responsibility.
9. Interprets Authority policies and administrative directives and establishes rules and procedures to implement them.
10. Performs other related duties as assigned/required.

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s Degree in a business or transportation related field plus ten (10) years progressively responsible transit experience, including five (5) years within a managerial/administrative capacity involving labor relations and the assignment of work for both hourly and managerial personnel required.
• An equivalent combination of experience and education (i.e., two (2) years of related experience, equating to one (1) year of formal post high school education) may be considered in lieu of the above requirements.
• Must possess strong verbal, written and interpersonal skills to include the ability to successfully work with senior managers, the public and public agencies.
• Knowledge of BLET, UTU-SMART and TCU labor contracts and work rules preferred.
• Must be familiar with NORAC operating rules and SEPTA special instructions.
• Proficiency with Personal Computers/Microsoft Office, which includes Word, Excel and  Power Point. 
• Must possess excellent organization, coordination and team management skills, exceptional attention to detail and ability to lead a large staff with clear and focused direction.
• Must possess a valid driver’s license.