Director, Customer Communications - OCC

Job Information

Title:

Director, Customer Communications - OCC
Authority: TA
Department:
Subways
Division/Unit:
Service Delivery/OCC

Reports to:

General Superintendent

Work Location:

354 West 54 th St, NY, NY 10019, OCC
Hours of Work:
Various/As needed

Salary Range Grade C: $103,721 - $146,827

This role provides strategic leadership and oversight of the Customer Communications Program, ensuring clear, timely, and accurate service information is delivered to customers across stations, onboard trains, and digital platforms. The position develops and implements standardized communication frameworks, protocols, and training programs that align Operations Control Centers, field operations, and executive leadership. Responsibilities include leading the Incident Communication Lead and Dedicated Announcer Program teams, supporting PA/CIS system projects, and coordinating customer-facing announcements.

Success in this role requires strong cross-functional collaboration across Service Delivery and the broader MTA organization.

• Lead the Customer Communications Program and ensure consistent, high-quality customer information delivery via public address systems, countdown clocks, and onboard announcements.
• Develop and implement standardized communication frameworks, SOPs, and operational protocols across Service Delivery.
• Provide strategic leadership to the Incident Communication Lead (ICL) and Dedicated Announcer Program (DAP) teams.
• Direct communication efforts during service disruptions, emergencies, and Incident Command Center activations.
• Oversee customer communication training programs for train crews and Service Delivery staff.
• Lead and support PA/CIS Phase II system upgrades and integrations in collaboration with Construction & Development teams.
• Coordinate customer-facing messaging, automated announcements, and internal communication alignment.
• Serve as a primary liaison across NYCT and MTA stakeholders to support operational efficiency and customer transparency.
• Manage reports, correspondence, customer complaints, FOIL responses, and investigative inquiries as needed.

• A baccalaureate degree from an accredited college in Business Administration, Communications, Transportation Management, Public Relations, or a related field and a minimum of ten (10) years of experience, of which five (5) years must have been in a managerial or supervisory capacity
  -or-
• A satisfactory equivalent of education and experience may be considered in lieu of a degree.

• Strong project management, engineering design, and analytical problem-solving skills.
• In-depth knowledge of NYCT and subway policies and procedures.
• Proven ability to craft and interpret clear and concise messaging for public address announcements and for all senior leadership communications.
• Experienced in training others in these skills.
• Exceptional oral and written communication abilities.

Based on evaluation of education, skills, experience, and interview.

All appointments, with the exception of the Department of Subways employees on MABSTOA payroll, will be made on the NYCT payroll.

Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policy making position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).

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.