Shift Manager - Passenger Information Center

Company: Keolis Commuter Services
Location: Boston
Posted on: May 2, 2025

Job Description:

Job Category: Customer ServiceRequisition Number: SHIFT004760Apply now

• Posted : April 28, 2025
• Full-Time
• HybridLocationsShowing 1 locationAt Keolis Commuter Services (KCS), we give every team member-and their ideas-a seat for the journey. We are a diverse team made up of different backgrounds, stories, and perspectives, which is our strength. If you're looking for a career with a company that invests in your future, KCS is the place for you. We Imagine. We Care. We Commit!Since 2014, Keolis Commuter Services has been entrusted with operating and maintaining the Commuter Rail network on behalf of the Massachusetts Bay Transportation Authority (MBTA). During this time, we have worked to deliver a safe and reliable service, thanks to the knowledge and dedication of our team, and our experience operating transit networks around the world. Today, we're proud of the progress we have made together to deliver a best-in-class service for the Greater Boston community.We believe our people are what make us great. That is why we demonstrate a commitment to a safe, healthy, and inclusive culture that welcomes ideas, encourages innovation, and values belonging. Your future starts here.At Keolis Commuter Services, LLC we provide a competitive compensation package that is designed to be flexible and comprehensive to meet the needs of our hard-working employees and their families.Benefits Package Highlights:
  • Generous Medical & Rx plan
  • Railroad Retirement Benefits - a federal program that administersretirement, survivor, unemployment, and sicknessbenefits to U.S.railroadworkers 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 insuranceThe Passenger Information Center (PIC) Shift Manager is responsible for leading the delivery of accurate, timely, and accessible service information to the public and internal stakeholders during all phases of Commuter Rail operations. This role ensures proactive and reactive communication across multiple channels, coordinates disruption management efforts, and drives the performance of on-duty teams within the Passenger Information Center, Customer Service Center, and Social Media unit. The PIC Shift Manager plays a pivotal role in safeguarding customer experience, supporting operational decision-making, and continuously improving the processes that inform passengers and staff.Knowledge and Experience:
      • Minimum of three years of experience in customer service, public communications, or transportation operations (required).
      • Experience managing or supervising teams in a time-sensitive environment.
      • Familiarity with Commuter Rail operations, service planning, and communication protocols.
      • Experience with customer messaging tools such as T-Alerts, and social media management platforms.
      • Prior experience supporting or leading crisis communication or incident response teams is a strong asset.
      • Multilingual proficiency is desirable, particularly in languages spoken widely across the Boston region.Skills:
        • Strong verbal and written communication skills across all organizational levels.
        • Confident, decisive leadership under pressure.
        • Advanced ability to synthesize complex, fast-changing operational data into clear customer messaging.
        • Proficiency with Microsoft Office Suite and internal service communication platforms.
        • Strong interpersonal skills, with an emphasis on team coordination and interdepartmental collaboration.
        • Demonstrated ability to lead teams, manage performance, and drive accountability.
        • Skilled in operational thinking, with the ability to anticipate risks and adapt communication accordingly.
        • Comfortable navigating real-time situations with urgency, clarity, and accuracy.Key Accountabilities:
          Passenger-Facing Communication Leadership
          • Lead the real-time delivery of service messages across all public channels, including T-Alerts, digital signage, and social media platforms.
          • Ensure clear, accurate, and accessible messaging during service disruptions or planned changes.
          • Provide direct communication to customers when automation is insufficient, leveraging human discretion.
          • Support service branding and public tone, reinforcing a consistent and professional passenger experience.
          • Maintain and follow service messaging guidelines, updating them as conditions and tools evolve.Operational Coordination and Disruption Management
            • Serve as a key communications decision-maker during active service impacts, coordinating with dispatchers, field personnel, and MBTA partners.
            • Interpret live train tracking, operations data, and field reports to guide messaging and staff actions.
            • Deploy Passenger Information Center resources in alignment with our incident response protocol.
            • Preposition or reallocate messaging resources to ensure coverage during evolving disruptions.
            • Implement escalation procedures for significant or sensitive service impacts.Team Leadership and Supervision
              • Directly supervise on-duty Passenger Information Center, Customer Service Center, and Social Media agents while providing coaching, guidance, and performance feedback.
              • Foster a collaborative environment and maintain accountability among cross-functional teams.
              • Ensure each shift team understands their responsibilities and is fully engaged in coordinated efforts.
              • Lead shift huddles or handovers to ensure continuity of information and priorities.
              • Monitor employee workload, performance, and task assignment, adjusting in real time as needed and mitigating based on past performance if indicated.Process Improvement and Policy Management
                • Identify gaps in current protocols and lead efforts to revise or introduce new policies and workflows.
                • Oversee documentation and training materials for Passenger Information Center operations.
                • Contribute to the development of data-driven messaging strategies and tools.
                • Participate in root cause analysis and incident reviews to improve future communications.
                • Support implementation of a process-driven communication culture.Stakeholder Communication and Collaboration
                  • Serve as a liaison between operations, dispatch, field staff, and external stakeholders for accurate service information flow.
                  • Maintain strong working relationships with MBTA, Keolis departments, and contracted partners.
                  • Coordinate with the Customer Experience leadership team on messaging for high-profile or politically sensitive events.
                  • Facilitate feedback loops with frontline teams to capture on-the-ground realities and customer sentiments.Cross-Functional Flexibility
                    • Cross-train and perform duties of other communication roles including Customer Service Center and Social Media.
                    • Support real-time staffing needs by delegation of duties when other roles are overwhelmed during high-volume or low-coverage periods.
                    • Provide mentorship to less experienced shift leads and other staff as needed.
                    • Actively participate in interdepartmental initiatives that require Passenger Information Center input or support.Project Support and Strategic Initiatives
                      • Assist with rollout of new tools, workflows, or technology that support passenger communications.
                      • Provide feedback and support for improvement projects led by the Director of Customer Experience or other senior leaders.
                      • Represent the Passenger Information Center team in cross-departmental improvement efforts, providing frontline perspective and operational insight.
                      • Monitor trends in complaint categories and contribute insights to the Customer Experience Dashboard for trend analysis.Additional Statements:
                        • Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. Must pass a physical examination.
                        • Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world.
                        • Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which we operate.
                        • EEO Statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
                        • Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all accountabilities, duties, and skills required of employees assigned to this job, and Keolis retains the right to change or assign other duties to this position. Employees must be able to perform the essential job duties of this position satisfactorily. If requested, reasonable accommodation will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.#INDHPQualificationsSkillsBehaviors:Motivations:EducationExperienceRequiredTeam Supervision or People Management3 years:3 years:Customer ServiceLicenses & CertificationsEqual Opportunity Employer
                          This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.
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Keywords: Keolis Commuter Services, Lynn , Shift Manager - Passenger Information Center, Executive , Boston, Massachusetts