Customer Experience & Management Center Lead

Metropolitan Transportation Authority; New York (NY); Hybrid; USD 120,000 - 135,000; Full time

Benefits offered by this job

Telework 1 day/week

Job summary

The Metropolitan Transportation Authority seeks a Senior Manager, Customer Management Center in New York to lead performance, SLA compliance, and talent management within the HR Center of Excellence.

You will direct CCMC activities, manage workloads and budgets, develop client relationships, and ensure timely, high-quality customer service across the network. Telework up to one day per week is available.

Qualifications

• H.S. Diploma or GED required; 10+ years in customer service or related field.
• At least 4 years in a managerial or leadership role overseeing customer service teams or operations.
• Experience with call center operations, operational reporting, and compliance testing.

Responsibilities

• Direct and manage Customer Management Center workload, resources, and schedules to deliver timely, high-quality customer service.
• Develop and manage SLAs, KPIs, and budget for the CCMC.
• Maintain and transfer knowledge through training and process documentation.
• Build and maintain client relationships and drive continuous improvement initiatives.

Skills

Contact center management

People management

Operational analysis

Customer service strategy

Education

H.S. Diploma or GED

Bachelor’s degree preferred

Job description

The Metropolitan Transportation Authority seeks a Senior Manager, Customer Management Center in New York to lead performance, SLA compliance, and talent management within the HR Center of Excellence.

You will direct CCMC activities, manage workloads and budgets, develop client relationships, and ensure timely, high-quality customer service across the network. Telework up to one day per week is available.