Communications Manager, Unified Communications & Command Center

Location: Metro Building at Eisenhower

WMATA Reference: 231099

The Washington Metropolitan Area Transit Authority (Metro) is looking for Communications Managers (COMMS1) who are strong decision makers and excellent editors to lead customer communications within the new Metro Integrated Command and Control Center (MICC) in 3 shifts for 24/7 coverage. This leader is energetic, observant, and able to anticipate the needs of customers during service disruptions, providing alternate wayfinding and advocating for better service.

If you thrive within ever-changing, operational environments and can make quick, informed decisions, choosing the best communications channels to reach customers, this role was made for you.

SUMMARY
The Communications Manager (COMMS 1) leads the Unified Communication Control Center (UCCC) staff in the Metro Integrated Command & Communication (MICC) center. The incumbent works in a 24/7 operation, ensuring that Metrobus and Metrorail service and system related information is communicated to customers and internal Metro staff in a timely, concise, and transparent manner. The incumbent is an active participant in MICC Incident Coordination Team and the principal point of contact for the dissemination of information for the Senior Executive Team. This role is the key point of contact for Metro External Relations and Media Relations. The incumbent collaborates closely with the MICC leadership to ensure that Metro’s customers are prioritized, delays are minimized to the extent possible and that alternate modes of transportation are provided when necessary. The incumbent leads by example, cultivating an environment of shared purpose and effective collaboration across all functions of the UCCC.

ESSENTIAL FUNCTIONS

• Formulates customer communication strategy during incidents. Ensures continuous updates and high priority alerts are issued for Metrorail and Metrobus. Informs executive team regarding customer communication strategy and keeps them apprised with incident management activities of various Metro departments in real time. Provides visibility to SET on MICC Incident Coordination Team decision making.
• During bus and rail incidents, serves as an active participant in MICC Incident Coordination Team. Coordinates with all MICC operational leads. Collects real time information and advocates for the customer, directs messaging to be disseminated and specifies the frequency of updates. Ensures that UCCC messaging aligns with Metro’s policies and procedures.
• Directs Assistant Communications Manager formulating key wording and characterization of the incident in messaging to Metro customers. Provides clear direction to COMMS 2 regarding Incident Coordination Team decisions and other messages through Metro channels, and social media platforms to stakeholders.
• Monitors planned work operations, examines communications in the field or adjusts messaging on digital signs to ensure that customers are correctly informed of real-time conditions and re-routes if necessary. Monitors social media and call center feedback to adjust messaging or inform stations’ staff accordingly.
• Supports, promotes and models a culture of safety, accountability, and trust. Mentors, coaches and teaches subordinate staff; recommends classroom and on the job training; conducts performance management assessments; and other supervisory-related administrative activities.
• Establishes Key Performance Indicators (KPIs), collects and analyzes communications data, makes recommendations for improvement, and implements action plans to ensure continuous progress and provides visibility to senior management regarding changes to the processes and practices.
• Participates in After-Action review briefings of UCCC’s response to incidents, recommends changes in procedure and protocol and commends UCCC staff for admirable actions.
• Collaborates with others to receive and maintain awareness of upcoming public initiatives, weather systems and other events requiring communication response to provide UCCC with planned and pending event information to proactively prepare appropriate messaging.
• Assists in developing, implementing and modifying UCCC policies, procedures and guidelines to ensure message content and delivery is in alignment with Agency branding.
• Responsible for the development and updating UCCC Standard Operating Procedures (SOPs) that govern how the UCCC staff implements their daily responsibilities for approval by Safety and other authorized approvers.
• Directs and approves messaging from the Public Communications Coordinators (PCCs) on multiple platforms. Conducts performance reviews of the PCC’s.
• Serves as a key resource for PCC’s regarding hostile or threatening messaging on social media or other channels, providing clear guidance and support to line managers and line staff regarding hostile, inflammatory or inaccurate public responses.

The functions listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

MINIMUM QUALIFICATIONS

Education
Bachelor’s degree in Business Management, Public Relations, Communications, Public Administration, Public Affairs

In lieu of n Bachelor’s Degree, a High School Diploma/GED and four (4) years of work experience in an operations control center or similar environment, in addition to the experience below, will be considered

Experience
A minimum of six (6) years of progressive management experience including the supervision of staff in a customer service and/or operations control center environment

Certification/Licensure
Roadway Worker Protection (RWP) Certification, level 2, within six (6) months of hire and maintained for the duration of time in the job

Preferred

• Master’s Degree
• Control center experience
• Multi-lingual
• Operations Radio communications experience

Medical Group:
Satisfactorily complete the medical examination for this position, if required. The incumbent must be able to perform the essential functions of this position either with or without reasonable accommodations.

Evaluation Criteria:
Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:

• Skills and/or behavioral assessment
• Personal interview
• Verification of education and experience (including certifications and licenses)
• Criminal background check (a criminal conviction is not an automatic bar to employment)
• Medical examination including a drug and alcohol screening (for safety-sensitive positions)
• Review of a current motor vehicle report

Closing:
WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.

This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.

Please apply before 12/5/2023

To apply for this position, visit WMATA's Career Center