General Superintendent Customer Service & Operations Support
Description
Job Information
Title: General Superintendent -Customer Service and Operations | Department: Operations Planning |
Authority: OA/TA | Division/Unit: Operations Planning/ Customer Service & Operations Support |
Work Location: Various | Hours: Managerial |
Compensation: | $100,700 - $159, 171 |
Deadline (If Applicable): | April 24th 2026 |
Reporting Manager (If Applicable): | Deputy Chief, Customer Service & Operations Support |
Responsibilities
The General Superintendent has a lead role in the continued cross departmental effort to aid customers during their travel, both planned and unplanned service events by leading communications teams and response to such events in real time. This position is also responsible for ensuring that accurate, up-to-date customer communication materials are posted and maintained at all 16,000 bus stops across the five boroughs of New York City. This includes implementing a systematic process for regular inspections, timely updates, and prompt replacement of outdated information, while maintaining signage in good condition—free from graffiti, damage, and obstructions—to provide riders with clear, reliable service information and enhance the overall customer experience throughout the year. In addition, the General Superintendent is responsible for the operation of the unit’s fleet of non-revenue vehicles and must ensure the unit’s non-revenue vehicles are available to support the unit’s operation by maintained and inspected as mandated. The GS directs the training of all newly hired part-time traffic checker personnel in Customer Services and Operations Support’s mandatory “100 Hours Comprehensive Field and Office Training Program.”
Education and Experience
A Baccalaureate degree in Business Administration, Economics, Computer Science, Engineering or a closely related field, and eight (12) years of full-time professional work experience in a large rapid transit operation, three (6) years of which must have been in a managerial/ supervisory capacity, or
A satisfactory equivalent of education and experience.
Desired Skills
- The ability to make sense of complex, high quantity, and sometimes contradictory information to effectively problem solve
- Be willing to learn, accept, and grow with change
- Bear the responsibility of holding self and others accountable to meet commitments
- Ability to make good, effective, and timely decisions that keep the organization moving forward
- Working Familiarity of NYCT Subway and Bus networks
- Driver’s License valid in New York State
Selection Method
Based on evaluation of education, skills, experience, and interview.
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.
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.