Manager, Customer Communications

Move forward with us! At NJ TRANSIT, you'll join us in transforming the third-largest transportation agency in North America. We are committed to delivering safe, reliable service that gets our customers to their destinations on time and we’re looking to hire talented folks with a love of learning to make it all possible. S ummary: Oversees the gathering of service information by the communications Supervisor, Train Operations (STO) and the Manager, Train Operations (MTO) at the ROC in Kearny to share with the EOC Communications staff for timely dissemination to customers.

Roles and Responsibilities

• Manages the dissemination of rail, bus and light rail messages regarding the status of service and the impacts of service disruptions that are ultimately delivered to customers through various communication channels, including travel alerts, NJ TRANSIT Website, station public address announcements, terminals and park & rides, onboard announcements, etc.
• Manages content updates on NJ TRANSIT’S Twitter accounts as needed, coordinating message development with Public Information staff and performing quality assurance reviews on messaging accuracy, timeliness and overall quality.
• Manages the monitoring of social media chatter to maintain situational awareness and ensures staff is engaging with customers when necessary to share information with the EOC and Operations as it comes in.
• During major service disruptions, and EOC activations at Level 2 or higher, maintains constant oversight of the communications staff at the EOC, and the Supervisor and Manager at the ROC, to ensure there is a constant and accurate flow of information for dissemination to customers.
• Manages the oversight of all communication channels, including but not limited to PA announcements, social media, website, mobile app, station monitors, DepartureVision, My Transit alerts and onboard personnel to ensure that each one is reflecting the current service information accurately.
• Oversees the update of service changes in appropriate applications when adjustments are made to ensure customer information sources like DepartureVision reflect accurate service information
• Manages the communications regarding cross-honoring decisions and ensures that customers receive appropriate messages when cross-honoring has ended and regular service resumes. Manager is responsible for coordinating with our external transportation partners (PATH, PATCO, etc.) and internal contacts in NJ TRANSIT Bus and Light Rail and Private Carrier Affairs (for Private Carrier Bus and ferry cross-honoring) to ensure cross-honoring is confirmed and established.

Education, Experience and Qualifications:

• Bachelor’s Degree in Communications, Journalism, Business Administration, or related area
• Five (5) years of applied experience in customer communications, public relations, or related field.
• One year of closely related experience can be substituted for each year of education
• 1-2 years of supervisory experience preferred.

Knowledge and Skills

• MS Office skills, including web-based systems
• Excellent interpersonal, written, verbal and communication skills
• Familiarity with social media platforms such as Twitter and knowledge of Passenger Information Systems is desired.

Working Environment

• Must be able to work all shifts, including weekends, nights, holidays and special events. This position is classified as a critical operations and customer support function and will be required to work during adverse weather or commuting conditions.

Physical Demands

• Light Office Work

At NJ Transit you will enjoy a competitive salary and excellent benefit package:

• Comprehensive Family Health Insurance – Medical, Prescription, Dental, Vision
• Flexible Spending Account
• Life Insurance
• Paid Leave
• Tuition Assistance
• Pre-Tax Commuter Benefits Plan
• Retirement Plans
  • 401(a) - Retirement plan with a 6% employer contribution
  • 401(k) - Retirement saving plan with up to an 3% company match
  • 457(b) - Deferred Savings Plan

NJ TRANSIT is an Equal Opportunity Employer

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