Director, Transit Ambassador Program - Safety & Experience

Regional Transportation Authority Chicago; Chicago (IL); Hybrid; USD 100,000 - 123,000; Full time

Benefits offered by this job

Pension plan/401(k) match

Hybrid work environment

Transit benefits

12 paid holidays

Personal leave

Parental leave

Medical/Dental/Vision/Life/AD&D

Flexible Spending Account

Tuition reimbursement

Gym membership discount

Public Service Loan Forgiveness

Employee Assistance Program

Job summary

The Northern Illinois Transit Authority (NITA) seeks a Division Manager or Manager, Transit Ambassador Program in Safety & Experience to lead the regional Transit Ambassador program across CTA, Metra, Pace networks. The role focuses on safety, customer service, and welcoming environment for riders.

Responsibilities include recruiting, training, policy development, incident review, and collaboration with law enforcement and social services to improve operations and rider experience; strong

Qualifications

• Bachelor’s degree in a relevant field required.
• Experience in public safety, social work, or transit engagement highly valued.
• Experience with diverse and underserved communities required.
• Supervisory/management experience required (4–6 years for Managers).

Responsibilities

• Oversee Transit Ambassadors and ensure safety and customer service across the regional network.
• Develop, implement, and evaluate policies, procedures, and training programs.
• Coordinate recruiting, hiring, and training of Transit Ambassadors; ensure diversity and skill alignment.
• Review incident reports and data to identify trends and opportunities for improvement.
• Collaborate with law enforcement, social services, and Service Boards to align policies and operations.

Skills

Strategic leadership

Policy development

Equity-centered service

Change management

Interpersonal

Communication

Education

Bachelor’s Degree in Public Administration, Sociology, Social Work, Psychology, or related field

Job description

The Northern Illinois Transit Authority (NITA) seeks a Division Manager or Manager, Transit Ambassador Program in Safety & Experience to lead the regional Transit Ambassador program across CTA, Metra, Pace networks. The role focuses on safety, customer service, and welcoming environment for riders.

Responsibilities include recruiting, training, policy development, incident review, and collaboration with law enforcement and social services to improve operations and rider experience; strong