Control Center Information Manager (4009)

Southeastern Pennsylvania Transportation Authority; Philadelphia, Northern (Philadelphia County, KY); Hybrid; USD 66,000 - 82,000; Full time

Benefits offered by this job

Healthcare coverage

Pension plan

Paid time off

Tuition reimbursement

Transportation pass

Job summary

The Southeastern Pennsylvania Transportation Authority (SEPTA) seeks a Control Center Information Manager (CCIM) to monitor operations and publish timely service disruption information to riders via alerts, PA systems, and digital signs.

You will coordinate with Regional Rail Announcers and collaborate with Media Relations and Customer Service to ensure accurate external communication and support accessibility needs.

Qualifications

• Bachelor's Degree in any field; related experience may be accepted in lieu of specific degree.
• Ability to translate technical and operational information into plain language for the general public.
• Ability to remain composed and make sound decisions in a fast-paced control center environment.

Responsibilities

• Uses alerts to publish service disruption information across apps and social channels.
• Directs Regional Rail Announcers to ensure timely and accurate station announcements.
• Coordinates with Customer Service and Media Relations for information dissemination.
• Responds to inquiries by reviewing incident records and published alerts.
• Operates visibility tools to inform passengers about accessibility and elevator status.

Skills

Clear writing

Decision making

Typing 35 wpm

Education

Bachelor's Degree in any field

Job description

City: Philadelphia

Secure Your Future with SEPTA – A Leader in Transportation!

TheSoutheastern Pennsylvania Transportation Authority (SEPTA)is thesixth-largesttransportation system in the U.S., connecting communities across a2,200-square-mile service region. SEPTA isat the forefront of innovationin the transit industry, ensuring reliable and efficient services while driving economic growth inPhiladelphia region.

Only candidates who are authorized to work in the United States without sponsorship, will be accepted at this time.

We are proud to be recognized as:

2023 FORBES Best in State Employer

Philadelphia Employer of Choice for 2024

We are seeking to hire candidates for ourControl Center Information Manager (4009).

Opening Date: 09/16/2026

Closing Date: 09/30/2026

Job Grade: SAM 37

Salary Range:$65,936.00-$82,420.00

OVERALL DESCRIPTION

The Control Center Information Manager (CCIM) will be responsible for communicating timely and accurate service disruption information to riders across all modes through service alerts, public address announcements, and electronic station signs. This role involves monitoring all SEPTA operations and gathering relevant information from Operations staff. The CCIM will also direct the Control Center's Regional Rail Announcers to coordinate the delivery of service information to Regional Rail customers at stations. In addition, the CCIM will work closely with other staff including SEPTA's Media Relations and Customer Service Departments to assist in disseminating external and internal information.

SPECIFIC RESPONSIBILITIES

• Uses the Alert Management Tool to publish service disruption alerts to SEPTA.erg, the SEPTA App and third-party apps, X (formerly Twitter), and Ready Philadelphia.
• Uses the public address system to make passenger announcements at Metro stations and Transit Centers.
• Provides day-to-day direction to the Regional Rail Announcers by relaying train delays, cancellations and other service disruption information so that station announcements are timely, accurate and consistent with published alerts.
• Coordinates and shares relevant information with other internal SEPTA departments, including Customer Service and Media Relations.
• Researches and responds to customer service inquiries assigned to the Control Center by reviewing incident records, chat logs and published alerts, and closing tickets within the established timeframe.
• Operates the Elevator Status VMS (variable message signs), website information on SEPTA.erg, X/Twitter and the Elevator Hotline to inform passengers about out of service elevators and maintain ADA compliance.
• Utilizes a sign content management program to display dynamic customer service information and Marketing initiatives, passenger perks and special events.
• Conducts monthly remote inspections of all camera views to assure clarity.
• Conducts weekly audits of all VMS to assure accuracy of data.
• Complies with all Authority and departmental safety and security policies and procedures as well as all applicable job safety responsibilities. Reports any safety concerns, compromises or hazards affecting operations, the public self and/or other employees. Responsible for personal safety and is encouraged to promote the safety of others.
• Performs other duties as assigned/required.

QUALIFICATIONS AND EXPERIENCE

• Bachelor's Degree in any field, preference for Communications or related, plus one (1) year related experience required.
• An equivalent combination of experience and education (i.e., two (2) years of related experience equating to one (1) year of formal post high school education) may be considered in lieu of the above requirements.
• Demonstrated ability to write clearly and concisely for a general public audience, and to translate technical and operational information into plain language.
• Ability to remain composed and make sound decisions in a fast-paced control center environment during service disruptions and emergencies.
• Strong technical literacy required, including the ability to type a minimum of 35 words per minute and learn new computer equipment/software.
• Must possess good telephone skills with the ability to ascertain pertinent information and properly prioritize importance.
• Subject to be called outside of normal duty hours. Must be able to work all shifts, weekends and holidays.

IDEAL QUALIFICATIONS AND EXPERIENCE

• Knowledge of SEPTA services strongly preferred.
• Use of Social Media, specifically Twitter, preferred.

Why Join Our Team? Enjoy Outstanding Benefits!

Comprehensive Healthcare Coverage – Medical, prescription, dental, and vision plans with little to no employee premiums.

Retirement Security – Participate in a Defined Benefit Pension Plan and a 457B Deferred Compensation Plan to build your financial future.

Work-Life Balance – Enjoy paid parental leave, generous vacation time, and paid holidays to recharge and spend time with loved ones.

Employee Wellness– Access wellness programs and resources to support your physical, mental, and emotional well-being.

Invest in Your Growth – We offer tuition reimbursement to support your education and career advancement.

Student Loan Assistance – Our positions qualify for the Public Service Loan Forgiveness (PSLF) program, helping you manage and reduce student debt.

Free Travel Perks – Receive a FREE SEPTA Transportation Pass, giving you unlimited access to all SEPTA services!

SEPTA is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.