Pass Program Operations Manager Job ID: 10286 Business Unit: MTA Headquarters Location: New York, NY, United States Regular/Temporary: Regular Department: HQ Office of Security Date Posted: Jan 24, 2025 Description INTERNAL JOB POSTING - ONLY OPEN TO CURRENT EMPLOYEES OF THE MTA JOB TITLE: Pass Program Operations Manager SALARY RANGE: $88,000-$98,000 DEPT/DIV: Office of Security, MTA HQ HAY POINTS: 479 SUPERVISOR: Senior Director, Security Access Controls LOCATION: 2 Broadway, New York, NY 10004 & other locations across MTA service region POSTING CLOSE DATE: February 3, 2025 SUMMARY Responsible for assisting with formulating strategy, improving program performance, procuring material and resources, and securing compliance. Assists in the development of processes and procedures that increase quality of customer service and implement best practices across all levels. Develops regular and annual report, as well as performing trend analyses and assists in forecasting future needs. Manages program inventory, equipment, and maintenance/replacement contracts; procures necessary equipment, supplies, and other resources. Acts as a liaison with other MTA departments that support site administration and facilities. This position will also serve as a backup to Pass Program Managers. The position requires periodic travel. RESPONSIBILITIES · Ensure operating budget meets the operational requirements of the department by perform periodic review and validation of comprehensive forecasts that incorporate current year expenditure trends, updates to various operating plans, assessments of departmental projects and management impacts on operating expenses, and other adjustments developed through on-going cost review and analysis. · Produce, review, and submit reports and statistics to evaluate efficiency and measure success in meeting the mission, vision, and objectives of the MTA Pass Office; coordinate and integrate the work activities of diverse teams including KPIs and reports to senior management; develop and implement innovative methods and approaches in accordance with continuous improvement concepts. · Design, formulate, establish, and implement methods, standards, and data collection techniques to evaluate program outcomes and success; identify areas of potential improvement and take appropriate steps as indicated; target deficiencies and work with Pass Office management to develop remedial action plans based on analysis of current and historical data; participate in strategic planning and goal-setting activities. · Responsible for the management, monitoring and tracking of program procurements and contracts for equipment, supplies and other resources required for operations. · Functions as the Pass Program primary point of contact for external stakeholder inquiries, operations-level customer service escalations, complaint research and resolution, and security system requests. This duty requires varying degrees of independent research, program-level judgment and decision making, and the ability to present complex analysis and recommendations to the program leadership. · Acts as a liaison with HQ’s Real Estate department and agency facilities departments by coordinating the delivery, installation and movement of office furniture, equipment, supplies, and other resources. Monitors and maintains maintenance repair contracts and direct the development of multi-year equipment maintenance and replacement plans. Acts as a liaison with other MTA departments such as IT that support site administration and facilities; coordinates telephone and data changes due to employee moves or building modifications. Maintains and updates agency phone records and coordinate the installation, relocation, and troubleshooting of telephone services with ITS and other vendors. · Responsible for the review, production, and release of pass program / security system reports. · Maintains effective working relationships with internal and external customers, including MTA affiliates (i.e., NYPD, District Attorney’s offices, Homeless Services, etc.). · Audits program documents, applications, and other paperwork to ensure compliance with program, department, agency internal controls, policies, procedures, and other requirements. · May serve as a back up to Pass Office Manager(s). · Responsible for assisting in the development, implementation and enforcement of the corporate policy, procedure, protocols and internal controls with respect to Pass Office operations. Monitor, review and recommend revisions as necessary. Responsible for researching and preparing responses to formal audits/investigations of operations; implementation of accepted recommendations; reporting on compliance. · Meet and interact with internal/external employees and non-employees; address and resolve concerns dealing with access control pass related issues; follow-up on suggestions. · The incumbent is accountable for overseeing and evaluating contractor performance which includes the following: o Observing the work performed by the contractors. o Reviewing invoices and approving them if the work has contractual standards. o Addressing performance issues with the contractor when possible; and o Escalating issues to other parties as needed. · Other duties as assigned. KNOWLEDGE, SKILLS, & ABILITIES · Must have knowledge of Lenel and/or C-Cure security application or comparable applications. · Must have knowledge of reporting applications such as Crystal Reporting, Power BI, Microsoft Access, etc. or comparable applications. · Must have experience in performing field investigations · Strong attention to detail. · Excellent communication and interpersonal skills. · Excellent organizational and presentation skills. · Demonstrated ability to work with all internal levels within a given organization. · Demonstrated ability to communicate and interact well with external agencies. External agencies may include the Governor’s Office for New York State, New York City government, elected and other public officials, as well as any staff located at other federal or state agencies or authorities. · Demonstrated ability to work in a high-profile, high-pressure environment effectively. · Demonstrated ability to communicate effectively with key internal and/or external stakeholders. · Demonstrated ability to complete short- and long-term projects effectively and as efficiently as possible. · Demonstrated analytical capabilities and quantitative skills · Demonstrated proficiency in Microsoft Office Suite or comparable applications, i.e., Word, Excel, PowerPoint, and Outlook. · Requires the ability to work rotating and non-traditional hours (evenings, overnight, weekends, holidays, etc.) outside of regularly scheduled work hours. EDUCATION & EXPERIENCE · Bachelor’s Degree from an accredited college in Security Operations, Criminal Justice or a related field or an equivalent combination of education and related experience may be considered in lieu of a degree; and · Minimum of five (5) years of experience in security, specifically, identification/credential creation, background verifications, or security operations. · Valid New York State Driver’s License. · The incumbent must pass an MTA security background investigation. · Demonstrated supervisory and/or leadership abilities. PREFERRED: · Minimum of two (2) years of strong managerial skills to effectively direct a staff of professional and technical employees in implementing the short- and long-term goals and direction for the area of responsibility. · Prior experience working in a large, multi-faceted, fast-paced organization or governmental body. · Familiarity with the MTA’s policies and procedures. · Familiarity with the MTA’s collective bargaining procedures. GENERAL: • May need to work outside of normal work hours (i.e., evenings and weekends) • Travel may be required to other MTA locations or other external sites. • This position requires the ability to work rotating and non-traditional hours (evenings, overnight, weekends, holidays, etc.) outside of regularly scheduled work hours. 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”). Equal Employment Opportunity MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.