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Director Prog. Delivery-Customer Service Ex. Comm.
Director Prog. Delivery-Customer Service Ex. Comm.

Director Prog. Delivery-Customer Service Ex. Comm.

856351New York, NY$175 - 200K
Degree Required: Bachelors
Job Type: Full-Time

MTA Transformation Job Description


Job Title:                                 Director of Program Delivery - Customer Service and External Communications     

Department/Division:             Transformation Management Office (TMO)

Reports to:                              Head of Program Delivery

Location:                                 2 Broadway

Level:                                      3         


Summary of Job:

The Director of Customer Service – External Communications will be responsible for reviewing, developing, and evaluating current external communication methods and procedures. The director will provide in-depth guidance on ways to improve the external and internal communication structure and develop a consistent approach to be applied across all agencies/departments. Responsible for finding alternative and innovative ways to disseminate rapidly changing information to the MTA’s dynamic ridership. A key aspect of this role will be to ensure that pertinent information is distributed in real-time and easily assessible to MTA customers.



  • Establish procedures for conveying rapidly changing information and disseminating to MTA’s ridership.
  • Lead and coordinate response to media inquiries, working with expert staff from across the organization.
  • Conduct a detailed analysis on methods to improve the organization’s external communications.
  • Utilize industry best practices for mass communications. Keeping abreast to emerging technologies that can assist an array of customers and their needs.
  • Work with key internal/external stakeholders to identify deficiencies in customer communications. Develop and present findings and recommendations to senior management for immediate implementation.
  • Collaborate with appropriate internal agency partners to ensure consistent communication activities.
  • Work with the Emergency Management office and key internal stakeholders to refine procedures for disseminating rapidly evolving information during service disruptions, planned outages, and emergencies.
  • Produce customer initiatives to receive in-depth feedback on ways to improve MTA communication’s approach including digital marketing campaigns, town-hall meetings, and surveying.
  • Provide direction and communications guidance on long term projects and initiatives.
  • Other assignments as requested by senior management.


Education and Experience:

  • BA/BS in Communications, Media Relations, Business, Public Administration, Journalism, or related field.
  • A minimum of ten years of experience in media relations, customer relationship marketing, and communications strategy, with experience in these specialties applied in a matrix environment.
  • Strong verbal and written communication skills with ability to tailor messages to the given audience, present information in a clear and concise manner.
  • Strong prioritization and organization skills, with ability to multitask in a fast-paced and challenging environment.
  • Proven capability to build and maintain press relations.
  • Must possess extensive writing experience, including newspaper or magazine articles, legal reports, press releases or internal publications.
  • Must be a quick writer with the ability to synthesize complex information and describe it in a clear, concise manner.
  • Knowledge of and experience with the public policy issues such as those handled by the MTA is preferred.


How to Apply:

Email updated resume in MS Word format reflective of the Job Description to: BillBurgess@TheBurgessGroup,com  or apply online on our Website at:, ASAP. After submission, call if any questions: 212.406.2400. After MTA resume feedback, 3 references will be due.


 MTA is an equal opportunity employer.

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