Sr Mgr-Ticket Selling Operations

Customer Service Jamaica, NY

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Description

Position at Long Island Rail Road

 
Job Title: Senior Manager, Ticket Selling Operations  
Department: Station 
MTA Agency: LIRR 
Primary Location(s): Various   
Salary Range: $108,265-$162,398
Position Classification: Safety Sensitive 
Union Affiliation: N/A
Closing Date: 11/13/2025 
  
About your agency: 
Chartered in 1834, the Long Island Rail Road (LIRR) is the largest, busiest, and oldest continuously operating commuter railroad in the United States. In 2024, this 24/7/365 operation served 75.5 million riders on a system that stretches nearly 120 miles – from Penn Station and Grand Central Madison in Manhattan to Montauk on the eastern tip of Long Island. 
  
JOB SUMMARY:
 
This position is responsible for the operations of all ticket-selling devices, Ticket Vending Machines (TVMs) and Ticket Office Machines (TOMs), in production, and all new ticket-selling devices that LIRR uses. This includes all maintenance and revenue service functions. The major objective of the position is to ensure the reliability of customer-operated machines at a level that is acceptable to our customers and consistent with corporate goals and strategies. Develops and administers policies related to ticket stock control and revenue servicing. Ensures that corporate ticket-selling operations and strategy coincide with and support MTA's goals. This position will assist with maintaining and developing all ticket-selling devices, Ticket Services, and Mobile ticketing systems.
. 
DUTIES AND RESPONSIBILITIES:
 
  • Directs the day-to-day efficient operation of over 225 Ticket Vending Machines (TVMs), including maintenance, revenue servicing, and ticket stock servicing handling in excess of 13,000,000 transactions per year with an annual value of over $138,000,000.
  • Oversees the operations of four Ticket Selling Machine (TSM) headquarters (Bethpage, Hillside, GCM, and Penn Station).
  • Develop, implement, and manage programs for TVM preventive maintenance and prioritize resource (labor) use.
  • Manage, administer, and monitor multiple 3rd party contracts that support the operation and maintenance of the machines
  • Supports the day-to-day efficient operation of ticket offices, including maintenance of Ticket Office Machines (TOMs), which generate over $41,000,000 annually.
  • Manage, develop, and maintain department policies and procedures and internal controls related to ticket stock control and revenue servicing at each TSM headquarters.
  • Support the Ticket Selling Systems unit as required, which includes overseeing any software updates impacting ticket sales utilizing TVMs, TOMs, and mobile ticketing systems. Also assist with testing and development of New Fare Payment Systems.
  •  Direct the day-to-day operations of the following functions: TVM Claims, Chargebacks for all ticket sales, Ticket Sellers' over/short accounts, Ticket Services Operations, and police passes
  • Meet and interact with customers, commuter groups, community groups, and local government officials. Acts as the direct management contact to investigate and respond to customer complaints, to understand concerns and issues, resolve problems, and provide feedback.
  • Prepare, operate, and control the operating budget for the Ticket Selling and Technology group
  • . Manage, administer, and monitor multiple 3rd party contracts that support the operation and maintenance of the machines
  • Set performance standards and measurements, minimize overtime, increase employee availability, and administer contracts.
  • Respond to service disruptions and/or emergencies or planned events on a 24/7 basis as required and implement contingency plans when warranted.
  • Select, develop, and motivate personnel within the department. Provide career development for subordinates. Provide prompt and effective coaching and counseling.
  • Responsible for discipline/termination of employees when necessary.
  • Review the performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
  • Ensure a safe working environment and adherence to the guidelines of the company's safety policies and procedures. Lead by example.
  • Perform other assignments as requested by Sr. Management
 
  
REQUIRED EDUCATION AND EXPERIENCE:
 
-Bachelor's degree in Business, Computer, or related field. Demonstrated, directly related,   progressively responsible equivalent management/supervisory
-Experience (minimum of eleven years) and education may be considered in lieu of the degree.
- Progressively responsible management experience, including experience managing a staff (minimum of seven years).
- Must possess at least five years of prior supervisory experience working in a union environment
- Knowledge of operating budgets, contract policies and procedures, and collective bargaining agreements.
- Must have technical knowledge/experience with ticket selling systems (i.e., TVMs or ATMS); experience with systems such as Ticket Services pre-ordering
monthly tickets with Pre-Tax programs, fare collection (or similar type of system(s)), and commuter rail station operations are preferable.
- Knowledge of Ticket Selling Machines (or related system), and preventative maintenance programs.
- Strong customer service background and experience.
- Experience developing policies and procedures and technical requirements.
- Extensive knowledge of personal computer applications to include Word, Excel, Access, and PowerPoint.
- Must have a proven record of effectively assessing complex problems, developing strategic solutions, and effectively and efficiently implementing corrective action
plans.
- A self-starter who can meet deadlines and handle demanding changes. Ability to work with limited direction and support.
- Must possess analytical, leadership, and problem-solving skills with the ability to manage project teams.
- Must be able to demonstrate strong, effective, managerial, human relations, interpersonal, and communication skills.
 
  
PREFERRED QUALIFICATIONS: 
  
 An MBA in a related field is desirable
-Knowledge of the Transportation Communication Union collective bargaining agreements
-Knowledge of LIRR's Revenue Central Support Systems (CSS).
-Knowledge of NYC Transit Metro Card operation and/or OMNY Operations
-Knowledge of commuter rail stations' operations
 
BENEFITS: 
  •  Commuting Assistance – based on operating MTA agency (complimentary transportation pass within the MTA’s jurisdiction and tax-advantaged accounts) 
  •  Low Premium – High Quality Health Insurance Plans (lifetime coverage for eligible retirees and their dependents) 
  •  Pension plans and retirement savings accounts for eligible employees 
  •  Generous Paid Time Off and Holidays provided. 
  •  Tuition Reimbursement for eligible employees 
  •  Employee Assistance Programs 
  •  MTA Exclusive Employee Discount Programs 
  •  Work Life Services team and Office of the Chaplains unit 
  •  Employee Resource Groups 
  •  #TapYourCareer 
  •  #MTACareers 
  •  Layout 1 (mta.info)  
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”).   Actual salary offers may vary based on individual work experience. The annual salary range is subject to change and may be modified at the company’s discretion. Employees driving company vehicles must complete defensive driver training once every three years for current MTA drivers; or within 180 days of hire or transfer for an employee entering an authorized driving position.  Current employees should be in their current position 12 months prior to starting a new role and must possess a satisfactory work history. including attendance and discipline record.  Candidates selected for this position may be placed in a competitive or non-competitive class position based on their qualifications. Qualified candidates who are placed in a competitive class position are eligible for the 55-a Program.  Please indicate in your cover letter and in the upper right corner of your resume that you would like to be considered for the position under the 55-a Program.  For detailed information regarding the 55-a Program, please visit the following link: https://www1.nyc.gov/site/dcas/employment/55-a-program.page    LIRR: In addition to meeting the minimum requirements of the position, the selection process may include, but is not limited to, a pre-screening assessment (i.e., physical, written, and/ or practical evaluation) and interview. Candidates forfeit further consideration in the process if they fail to participate in any step of the process when scheduled. Make-up dates/times will not be given. In addition, LIRR employee applicants must be in their current position for the 12 months immediately preceding the close date of this posting and must possess a satisfactory work history, including attendance and discipline record. A record of more than ten sick days without medical documentation in two of the last three years is considered unsatisfactory attendance.  Not all qualified applicants are guaranteed an interview due to the competitive selection process. A medical examination and safety-sensitive drug/alcohol test may also be required.    

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EQUAL EMPLOYMENT OPPORTUNITY/ADA DISCLAIMER: 
MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including those concerning veteran status and individuals with disabilities.  
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.  
If you require reasonable accommodation for a medical condition or disability to participate in the job application or interview process, please notify your MTA representative once you have been contacted regarding the role.  
 

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