Division Manager or Manager, Transit Ambassador Program

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

Location: Chicago

Post Date: 8/26/2026

Close Date: 10/23/2026

Employment Type: EMPLOYEE

Description

The Northern Illinois Transit Authority (NITA), formerly the Regional Transportation Authority, was created by the Illinois General Assembly and Governor JB Pritzker to make transit across northeastern Illinois work for riders as one regional transit system. NITA is seeking to fill a critical role with the newly formed Division Manager or Manager, Transit Ambassador Program position for the Safety & Experience department. The incumbent will lead and oversee the regional Transit Ambassador program to ensure a visible, positive, and effective presence across the transit system, promoting safety, customer service, and a welcoming environment for all riders.

NITA sets regional fares, service standards, and schedules across the Chicago Transit Authority (CTA), Metra, and Pace; plans and funds regional capital investment; and oversees the performance and finances of the three Service Boards serving riders across Cook, DuPage, Kane, Lake, McHenry, and Will counties.

As of September 1, 2026, NITA has expanded authority under Public Act 104-0457. People who join NITA now will help build the systems, policies, and partnerships that shape regional transit for years to come.

Accountabilities include but are not limited to:

Oversee accountabilities of Transit Ambassadors defined by NITA Act

• Navigational and other passenger assistance.
• Liaising with law enforcement, social services, and community resources to address unsafe conditions and to connect people with relevant social, medical, and other services.
• Monitoring passenger activity and compliance with laws and rules.
• Develop, implement, and continuously improve policies, procedures, and training programs for Transit Ambassadors, with a focus on de-escalation, public safety, cultural sensitivity, disability awareness, and customer service best practices.
• Ensure Transit Ambassador program complies with all relevant state/federal laws, regulations, and NITA act.
• Oversee program for recruiting, hiring, training, and evaluating Transit Ambassadors, ensuring a diverse and skilled team that reflects the community served.

Program Leadership & Oversight

• Develop, implement, and continuously improve policies, procedures, and training programs for Transit Ambassadors, with a focus on de-escalation, public safety, cultural sensitivity, disability awareness, and customer service best practices.
• Ensure Transit Ambassador program complies with all relevant state/federal laws, regulations, and NITA act.
• Oversee program for recruiting, hiring, training, and evaluating Transit Ambassadors, ensuring a diverse and skilled team that reflects the community served.

Safety, Security, and Incident Response

• Oversee the collection, review, and analysis of incident reports, daily logs, and data from Transit Ambassadors to identify trends, risks, and opportunities for improvement with Service Board staff.
• Ensure Transit Ambassadors are trained and equipped to provide first aid, CPR, and administer Narcan (naloxone) as needed, and to connect individuals in crisis with appropriate resources.

Customer Experience & Community Engagement

• Champion a customer-focused culture by ensuring Transit Ambassadors provide accurate information, wayfinding, and support to riders.
• Promote and support the use of tools to empower riders to discreetly report safety concerns or request assistance.
• Foster positive relationships with community organizations and advocacy groups to enhance the program’s effectiveness and reputation.
• Lead outreach and education efforts to encourage courteous behavior and adherence to transit system rules.

Reporting, Evaluation, and Continuous Improvement

• Prepare and present regular reports on program performance, safety incidents, customer feedback, and key metrics to senior leaders and boards of directors at NITA as well as Service Boards (i.e., CTA/Metra/Pace), as well as other key stakeholders.
• Stay informed of industry’s best practices and legislative changes affecting transit ambassador programs and adapt the program accordingly.

Collaboration & Strategic Planning

• Monitor and evaluate safety, cleanliness, and maintenance conditions across the transit system; collaborate with Service Board departments (e.g., safety, maintenance, customer service) and external partners (e.g., law enforcement, social services) to identify areas for improvement and recommend policy or operational changes.
• Participate in strategic planning and budgeting for the Transit Ambassador program, aligning resources with organizational goals and community needs.
• Foster a work culture that’s focused on achieving measurable objectives by coaching staff, strengthening interagency relationships, and supporting your team. Supports the Agency’s Equal Employment Opportunity policies, goals and objectives.
• Perform other related duties as required or assigned.

The ideal candidate must have the following:

• The knowledge, skills, and abilities equivalent to the completion of a Bachelor’s Degree in Public Administration, Sociology, Social Work, Psychology, or a related field required.
• Transportation safety, first aid certifications, and de-escalation certifications are a plus.
• Division Manager must have seven to ten (7 – 10) years’ experience and Managers must have four to six (4 – 6) years’ experience in public safety, social work, community engagement, and/or transit experience.
• Division Managers must have a minimum of three (3) years’ of demonstrated supervisory/management experience and Managers must have a minimum of one (1) year of demonstrated supervisory/management experience.
• Experience working directly with people with disabilities, unhoused communities, incarcerated individuals, or other underserved communities/populations required.
• Demonstrated ability to collaborate across law enforcement, social services, or public transit entities required.
• Experience in transit operations is preferred.
• Prior experience managing union staff is a plus.

Skills

• Strategic leadership: Capable of setting clear vision and direction, motivating teams, and guiding complex initiatives to achieve organizational goals.
• Policy development and regulatory alignment: Experienced in crafting, implementing, and evaluating policies to ensure compliance with local, state, and federal safety regulations.
• Equity-centered service philosophy: Committed to ensuring that safety programs and services are accessible, fair, and inclusive for all community members, particularly underserved populations.
• Change management: Skilled in guiding teams through transitions, aligning stakeholders, and effectively communicating change.
• Interpersonal: Ability to build trust, navigate differing perspectives, and develop productive working relationships across diverse internal, governmental, and community stakeholders.
• Communication: Ability to communicate complex information clearly and effectively, both verbally and in writing, to diverse internal and external audiences.

NITA offers a highly competitive benefits package

• Pension plan or 401(k) salary match provided by NITA at no cost to you
• 401(k) and/or 457 plan options
• Hybrid work environment and flexible work schedules
• Transit benefits to support your commute
• Twelve paid holidays and one floating holiday
• Competitive personal leave package
• Parental leave
• Medical/Dental/Vision/Life/AD&D Insurance/Pet Insurance
• Flexible Spending Account
• Tuition reimbursement
• Gym membership discount
• Public Service Loan Forgiveness (PSLF)
• Employee Assistance Program

Division Manager role typically offers salaries near $123,000 and shall consider a Manager tier for candidates who fit the manager role typically at salaries near $99,825. NITA offers competitive salaries with the possibility of a higher offer for highly qualified candidates. (The final scale of the classification for this position will be based upon the selected candidates demonstrated experience and qualifications.)

For more information about NITA, visit our website at https://www.rtachicago.org/.

An Equal Employment Opportunity/Affirmative Action Employer

Certain provisions of the revolving door restrictions contained in 5 ILCS 430/5-45 apply to this position. As a result, the employee should be aware that if offered non-NITA employment while employed at NITA, or within one year immediately after ending NITA employment, the employee may be required to notify the Office of the Executive Inspector General for the Agencies of the Illinois Governor (“OEIG”) or may be subject to a fine.