Pass Program Manager Job ID: 10430 Business Unit: MTA Headquarters Location: Various, United States Regular/Temporary: Regular Department: HQ Office of Security Date Posted: Feb 3, 2025 Description JOB TITLE: Pass Program Manager SALARY RANGE: $88,000-$98,000 DEPT/DIV: Office of Security, MTA HQ HAY POINTS: 479 SUPERVISOR: Director, Pass Program LOCATION: Various locations across MTA service region SUMMARY: Manage the day-to-day operation of MTA Pass Program locations. Supervise teams of Specialists responsible for the issuance, replacement, and return of various MTA credentials to 100,000+ MTA passholders. Collaborate and coordinate with MTA Security Operations Centers (SOC) on electronic access issues. Provide general support to other Pass Program Managers, ensuring a visible and active presence at Pass Office sites by traveling to sites and maintaining consistent contact. Determine the methods and procedures necessary to provide essential services, meet established objectives, and ensure the quality, quantity, accuracy, and timeliness of services. Review weekly, monthly, and quarterly reports and statistics to evaluate efficiency and measure success in meeting the Office of Security’s mission, vision, and objectives. Responsible for effectively managing workloads and resources, and budgeting dollars and hours to ensure that the field office is fully staffed and functional. The Pass Program Manager is directly responsible for development and maintenance of a high-quality service, for correctly and fairly administering the Pass program, implementing new technology, and providing employee development. The incumbent is also expected to provide coverage for other locations dependent upon operational needs. RESPONSIBILITIES: · Manages the day-to-day operations of an MTA Pass Program Office by supervising, planning, organizing, directing, and managing the timely processing of pass requests, issuance, replacements and returns of 150,000+ MTA credentials annually, and leading Pass Program personnel. · Review and monitor the key performance indicator (KPIs) data and projections based on the office's prior workloads and current staffing levels. Make projections for scheduling staff throughout the year. Develop office goals and plans and implement strategies to meet these goals using monitoring systems. These reports are typically provided to departmental executive staff and the MTA agencies for review. On occasion, these reports may be provided to external agencies. · Selects, develops, and motivates personnel within the department. Provides career development for subordinates. Provides prompt and effective coaching and counseling of staff within the span of control of the role. Responsible for discipline/termination of employees when necessary. Reviews performance of staff. Creates a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential. · 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. · Provide information for the management and monitoring of interdepartmental coordination of efforts to rapidly identify, communicate and investigate suspected acts of unauthorized use/misuse of MTA passes and facility access devices, report on deviations to the Office of Security Policy and Procedures. · Meet and interact with internal stakeholders, employees, and external personnel on issues related to access control pass related issues. Address and resolve those concerns and follow-up on suggestions. · Liaises with other Pass Program Managers and MTA agencies and affiliates to ensure that Pass Office resources (personnel, equipment, and budget) are being deployed effectively to serve end users while maintaining MTA safety and security. · Monitors budget-year work and spending plans utilizing production statistics reports, office roster, and budget reports, and provides information to the Pass Program Director. · Advises and directs agency business managers and staff on the implementation of new systems, including enhancements to current systems. Facilitates and optimizes effective service delivery through the change process in their day-to-day operations. · Assist in the gathering of information required for use with on-going investigations by the Office of Security. Assist in the preparation of photographic arrays for use in on-going employee investigations as directed by the Office of Security. Utilize applications such as Lenel, Power BI, Microsoft applications and various other electronic systems, applications and databases for the development and creation of various spreadsheets and reports to produce and display analytical results. · Develops cooperative relationship with the MTA operating agencies and external partners having specific work-related involvement with the MTA. · The incumbent is accountable for overseeing and evaluating contractor performance which includes the following: • Observing the work performed by the contractors. • Reviewing invoices and approving them if the work has contractual standards. • Addressing performance issues with the contractor when possible; and • Escalating issues to other parties as needed. · Other duties as assigned. KNOWLEDGE, SKILLS, & ABILITIES: · Must have knowledge of Lenel or C-Cure security systems or comparable applications. · Must have knowledge of magnetic stripe and/or smart card encoding systems or comparable applications. · Must have knowledge of reporting applications such as Crystal Reporting, Power BI, Microsoft Access, etc. or comparable applications. · 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 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. EDUCATION & EXPERIENCE: · Bachelor’s degree in Criminal Justice, Security Operations, Homeland Security, Public Administration, 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 related experience. · Demonstrated supervisory and/or leadership abilities. · Valid New York State Driver’s License PREFERRED: · 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) · Significant travel required. · 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.