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Vice President, Rail Station Management

Full Time
Real Estate Field
  • Facilities Management / Engineering
Postal Code
United States

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Position Summary

This dynamic leader ensures that all rail stations are safe, healthy, clean, and properly maintained as well as staffed with knowledgeable, friendly, and customer-focused employees. Putting industry-leading practices in place, he or she plans, directs, and coordinates personnel, programs, and operations in customer service, custodial services, and staff performance relating to all aspects of Rail Station Management. This person will serve as a cultural leader in order to inspire a positive customer experience through friendly and engaged staff.




% time




Serves as cultural leader for the department, responsible for driving positive outcomes for customers and employees.

  • Creates and fosters a customer-centric culture among staff that focuses on positive interactions and experiences between customers and the Authority.
  • Designs and implements initiatives that motivate and inspire staff and reduce turnover.
  • Provides vision, direction, and coaching to staff in order to deliver engaging and memorable customer service experiences.
  • Leads the collection and analysis of customer/employee feedback and implements programs to address concerns.



Provides service with the highest standards of quality and safety for customers.

  • Identifies customer needs, current inefficiencies, and areas that need improvement, and implements solutions.
  • Ensures service standards align with the values and commitments of the Authority to exceed public expectations.
  • Empowers and promotes all employees in the attainment of department goals and objectives.
  • Guides others with hands-on and in-person involvement with program development and onsite interactions.



Liaises with various Authority departments and external parties to coordinate implementation of Rail Station Management programs and procedures.

  • Meets regularly with management personnel throughout the Authority to ensure that programs and plans are effectively coordinated.
  • Attends City of Chicago Task Force meetings with the City of Chicago’s rodent control and sanitation department, City of Chicago Anti-Graffiti Program, Snow Removal Program, Chicago Alternative Policing Strategy (CAPS) and Clean and Green Program.
  • Interfaces with various levels of management from other transit jurisdictions and representatives from various governmental agencies. Develops and fosters relationships that are beneficial to the Station Management Department.
  • Plans and designs the operating budget and work programs relating to the Rail Station Management department.



Responds to personnel, station issues and emergency events as it relates to Rail Station Management.

  • Requires on-call availability 24 hours/day, 7 days/week.
  • Travels to rail stations to conduct inspections and evaluate the performance of staff.
  • Directs and performs snow removal processes as needed to ensure facilities and stations are accessible and safe for all Authority employees, customers, and transportation equipment/vehicles.
  • Assists managers in implementing and planning Snow Response Strategies.



Hires, trains, develops, monitors, and evaluate staff. Reviews and recommends personnel actions for approval.



Performs related duties as assigned.



Reporting to this position are the following jobs:

Job Title

  • General Manager, Rail Station Management



  • Keeping abreast of new developments and advancements within the field of Customer Service and Janitorial Services
  • Designs and implements Station Management programs that meet the Authority’s, as well as the customers’ needs and expectations.
  • Dealing with stress due to “24-hour on call” nature of the job.



  • Bachelor’s degree in Management or a related field, plus ten (10) years of extensive experience relating to this position, of which five (5) years is in a management or supervisory role, or a combination of education and experience relating to this position, including any relevant military experience.
  • Previous management or supervisory experience in customer service or hospitality strongly preferred.
  • Must possess a valid State of Illinois Driver’s License.
  • Must complete Rail Safety Training.



  • Requires sitting for extended periods of time, standing, visual acumen, manual dexterity, and fingering for working with computer keyboards.
  • Required to walk rapid transit right of ways, including elevated and subway structures.
  • Must have the physical and mental endurance to work excessive hours during emergency situations.



  • Ability to instill inspiration in others to drive them to drive them to put forth maximum positive efforts.
  • Working knowledge of the principles of leadership, team building, motivation, and conflict resolution.
  • Detailed knowledge of the principles, policies, and practices of facility maintenance and related programs.
  • Detailed knowledge of operations, services, and activities.
  • Detailed knowledge of pertinent local, state and federal laws, rules, regulations, and collective bargaining agreements.
  • Detailed knowledge of the methods and practices in budget, planning, and administration.
  • Detailed knowledge of the methods and principles of supervision, training, and performance evaluation.
  • Strong organizational and interpersonal skills.
  • Strong written and oral communications skills.
  • Strong organization, financial, presentation and operational skills.
  • Strong leadership skills.
  • Strong executive and administrative skills necessary to plan, direct, evaluate and coordinate the functions of all operations units.
  • Ability to plan, review, assign, and evaluate the work of subordinate personnel.
  • Ability to drive results by identifying and resolving significant problems within scope of responsibility.  Ability to communicate professionally and courteously with the public and colleagues.
  • Ability to prepare clear and concise administrative and financial reports.
  • Ability to analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations in support of the Authority and departmental goals.
  • Ability to establish and maintain effective working relationships with those contacted in the course of work.



  • General office environment.
  • When working in the field environment, it encompasses working in proximity to moving trains, active maintenance shops, energized 600 volt DC electrical power and all prevailing weather conditions.
  • On-call 24/7 with assigned company car to respond to emergencies and travel to all field locations.
  • May be required to work extended shifts in emergency situations as needed or as determined by the Chief Transit Officer.



  • Standard office equipment.
  • Personal computer and related software.
  • Two-way radio, cellphone, company car.


Job Functions

  • Administration
  • Advisory Services/Consulting
  • Operations

Job Sector

Not specified



7+ to 10 years

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