Station Manager

Leads the safe and efficient operation of all stations within the group, ensuring excellent customer service and team management.

• Oversee staff performance, training, and development
• Ensure enforcement of ticketing policies
• Support the Senior Station Manager in building and maintaining the station risk register
• Lead the safe and efficient operation of all stations on the Commuter Rail network
• Support the Senior Station Manager in monitoring and improving customer satisfaction metrics, handle complaints, and drive service excellence
• Manage and motivate a team of frontline staff, and customer service representatives
• Support the delivery of station improvement projects and operational enhancements, such as big boards and gate lines
• Support the Senior Station Manager in relationships with trade unions, handling relations issues proactively
• Drive sustainability initiatives, such as energy efficiency and waste reduction at stations
• Manage security risks, working with law enforcement and emergency responders as required
• Use data analytics to identify trends and optimize station performance
• Ensure adherence to operational procedures
• Lead/support investigations into operational incidents, near misses, and customer safety concerns
• Deliver the Signature Service initiatives and embed Signature Service within the Station team
• 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
• Support the Senior Station Manager in representing the organization with the MBTA and other stakeholders as it pertains to Station operations and Event management.
• Support the Senior Station Manager to oversee asset management, station cleanliness, and facilities management, to ensure a high standard of presentation
• Ensure compliance with health and safety regulations, including emergency preparedness and incident management
• Engage with transport authorities, emergency services, and local authorities on operational and strategic matters
• Provide structure and guide frontline staff activities
• Maintain compliance with regulatory requirements and company policies
• Ensure workforce engagement and adherence to Keolis policies
• 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
• Deliver the operational standards for all station staff including managing staff competence
• Liaise with internal teams to ensure seamless station operations
• Support the building of and act as lead in delivery of event/change plans
• Support the implementation of new technologies and digital solutions to improve efficiency
• Deliver within the station budgets

• Customer experience and engagement
• Problem solving and decision making
• Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. Must pass a physical examination.

Salary Range: $80,000.00 to $95,000.00

At Keolis, a leader in public transportation and proudly headquartered in Boston, our mission — We Imagine, We Care, We Commit — is more than words. It’s how we support our communities and how we support each other. As part of our team, you'll have access to a comprehensive benefits package designed with your wellbeing in mind. We offer a competitive benefits package that supports your health, wellbeing, and peace of mind. This includes medical, dental, and vision coverage, along with life and disability insurance. You’ll also have access to a variety of voluntary benefits such as hospital indemnity, accident, and critical illness coverage, as well as home, auto, and pet insurance. To help secure your financial future, we also provide a 401(k)-retirement plan with a company match. At Keolis, you're not just building a career — your part of something bigger.

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. 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.

• Employee Assistance Program
• Transit and Parking Reimbursement Benefits
• Company Sponsored Life & Accidental Death and Dismemberment Benefits
• Dental & Vision Plan
• Fidelity 401K Program
• Supplemental health plans for accidents, critical illness, hospital stays
• Education Assistance
• Short- & Long-term Disability Benefits
• Voluntary Benefits Plan options includingSupplemental health plans for accidents, critical illness, hospital staysPet, Home, Auto insurance
• Flexible Spending Accounts
• Railroad Retirement Benefits - a federal program that administers retirement, survivor, unemployment, and sickness benefits to U.S. railroad workers and their families.
• Pet, Home, Auto insurance
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
• Generous Medical & Rx plan