🚀 Station Manager

Overview

Keolis , a leader in public transportation, is headquartered in Boston. Our mission is We Imagine, We Care, We Commit and we support our communities and each other. We offer a comprehensive benefits package designed for wellbeing, health, and peace of mind, including medical, dental, and vision coverage, life and disability insurance, voluntary benefits such as hospital indemnity, accident, critical illness, as well as home, auto, and pet insurance. A 401(k) retirement plan with a company match is provided. At Keolis, you’re part of something bigger.

Position : Station Manager

Role summary : Leads the safe and efficient operation of all stations within the group, ensuring excellent customer service and effective team management.

Responsibilities

Operational Management

• Lead the safe and efficient operation of all stations on the Commuter Rail network
• Deliver the operational standards for all station staff including managing staff competence
• Undertake the role of duty manager, lead the management of the day-to-day station activities, including revenue protection activities, crowd control, and leading the station’s team responses to service disruption
• Ensure adherence to operational procedures
• Support the Senior Station Manager to oversee asset management, station cleanliness, and facilities management, to ensure a high standard of presentation
• Support the building of and act as lead in delivery of event/change plans

Customer Experience and Accessibility

• Act as duty manager managing the station’s team to deliver a high standard of customer service, ensuring stations on the commuter rail network are welcoming and inclusive
• Deliver the Signature Service initiatives and embed Signature Service within the Station team
• Support the Senior Station Manager in monitoring and improving customer satisfaction metrics, handle complaints, and drive service excellence

Leadership and People Management

• Manage and motivate a team of frontline staff and customer service representatives
• Oversee staff performance, training, and development
• Provide structure and guide frontline staff activities
• Ensure workforce engagement and adherence to Keolis policies
• Support the Senior Station Manager in relationships with trade unions, handling relations issues proactively

Safety, Security, and Compliance

• Ensure compliance with health and safety regulations, including emergency preparedness and incident management
• Support the Senior Station Manager in building and maintaining the station risk register
• Lead/support investigations into operational incidents, near misses, and customer safety concerns
• Manage security risks, working with law enforcement and emergency responders as required
• Maintain compliance with regulatory requirements and company policies

Financial and Commercial Management

• Deliver within the station budgets
• Ensure enforcement of ticketing policies

Stakeholder and Community Engagement

• Liaise with internal teams to ensure seamless station operations
• Engage with transport authorities, emergency services, and local authorities on operational and strategic matters
• Represent the organization with the MBTA and other stakeholders as it pertains to Station operations and Event management

Continuous Improvement and Change Management

• Support the delivery of station improvement projects and operational enhancements, such as big boards and gate lines
• Support the implementation of new technologies and digital solutions to improve efficiency
• Drive sustainability initiatives, such as energy efficiency and waste reduction at stations
• Use data analytics to identify trends and optimize station performance

About Us

At Keolis Commuter Services (KCS) , we give every team member—and their ideas—a seat for the journey. We are a diverse team with different backgrounds, stories, and perspectives. Since 2014, Keolis Commuter Services has operated and maintained the Commuter Rail network on behalf of the Massachusetts Bay Transportation Authority (MBTA). We are committed to delivering a best-in-class service for the Greater Boston community and investing in our people’s future.

We believe our people are our strength and are committed to a safe, healthy, and inclusive culture that welcomes ideas and values belonging. Your future starts here.

Benefits Package Highlights

• Generous Medical & Rx plan
• Dental & Vision Plan
• Railroad Retirement Benefits – a federal program that administers retirement, survivor, unemployment, and sickness benefits to U.S. railroad workers and their families
• Fidelity 401K Program
• Flexible Spending Accounts
• Transit and Parking Reimbursement Benefits
• Employee Assistance Program
• Company Sponsored Life & Accidental Death and Dismemberment Benefits
• Education Assistance
• Short- & Long-term Disability Benefits
• Voluntary Benefits Plan options including
  • Supplemental health plans for accidents, critical illness, hospital stays
  • Pet, Home, Auto insurance

Additional Statements

• Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen and favorable background check; must pass a physical examination.
• Safety commitment: Safety is a way of life at Keolis; safety first for employees, customers, and communities.
• Environmental commitment: Keolis aims to protect the environment by minimizing operational impact.
• EEO statement: Keolis is an Equal Opportunity Employer. We do not discriminate and uphold a drug-free workplace with pre-employment testing.
• Disclaimer: The statements describe the general nature and level of work and Keolis reserves the right to adjust duties. Reasonable accommodations will be provided to enable qualified individuals to perform essential functions.

Equal Opportunity Employer