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Station Manager

Salary Range: $80,000-$90,000

Minimum Knowledge and Experience:

• Transport and station operations
• Health, safety, and security regulations
• Customer experience and engagement
• Leadership and people management
• Problem solving and decision making
• Stakeholder management

Key Accountabilities:

Operational Management:

• Lead the safe and efficient operation of all stations on the commuter rail network
• Deliver the operational standards for all station staff including managing staff competence
• Undertake the role of duty manager, lead the management of the day-to-day station activities, including revenue protection activities, crowd control, and lead the station’s team responses to service disruption
• Ensure adherence to operational procedures
• Support the Senior Station Manager to oversee asset management, station cleanliness, and facilities management, to ensure a high standard of presentation
• Support the building of and act as lead in delivery of event/change plans

Customer Experience and Accessibility:

• Act as duty manager managing the station’s team to deliver a high standard of customer service, ensuring stations on the commuter rail network are welcoming and inclusive
• Deliver the Signature Service initiatives and embed Signature Service within the Station team
• Support the Senior Station Manager in monitoring and improving customer satisfaction metrics, handle complaints, and drive service excellence

Leadership and People Management:

• Manage and motivate a team of frontline staff, and customer service representatives
• Oversee staff performance, training, and development
• Provide structure and guide frontline staff activities
• Ensure workforce engagement and adherence to Keolis policies
• Support the Senior Station Manager in relationships with trade unions, handling relations issues proactively

Safety, Security, and Compliance:

• Ensure compliance with health and safety regulations, including emergency preparedness and incident management
• Support the Senior Station Manager in building and maintaining the station risk register
• Lead/support investigations into operational incidents, near misses, and customer safety concerns
• Manage security risks, working with law enforcement and emergency responders as required
• Maintain compliance with regulatory requirements and company policies

Financial and Commercial Management:

• Deliver within the station budgets
• Ensure enforcement of ticketing policies

Stakeholder and Community Engagement:

• Liaise with internal teams to ensure seamless station operations
• Engage with transport authorities, emergency services, and local authorities on operational and strategic matters
• Support the Senior Station Manager in representing the organization with the MBTA and other stakeholders as it pertains to Station operations and Event management.

Continuous Improvement and Change Management:

• Support the delivery of station improvement projects and operational enhancements, such as big boards and gate lines
• Support the implementation of new technologies and digital solutions to improve efficiency
• Drive sustainability initiatives, such as energy efficiency and waste reduction at stations
• Use data analytics to identify trends and optimize station performance

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 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