Station Master – Lead Station Operations Team

About the role

The Station Master is responsible for leading a diverse team of Station Agents, Customer Service Agents, Passenger Ambassadors and parking staff to ensure a safe, reliable and customer‑focused environment at a metro station in Dubai. This permanent position requires strong operational oversight, effective communication and the ability to manage emergencies.

Key responsibilities

• Lead, motivate and supervise station and customer service staff, ensuring compliance with safety and service standards.
• Maintain station facilities, oversee equipment checks, and ensure all staff are briefed before each shift.
• Deliver public announcements, manage fare‑gate flow and control overcrowding on platforms.
• Handle ticket sales, passenger enquiries, lost‑property, and provide assistance to customers with special needs.
• Manage cash collection, reconciliation and reporting of financial transactions.
• Coordinate emergency evacuations, report faults to the Fault Controller and Train Controller, and prepare incident reports.

Required profile

• Minimum 2‑3 years of supervisory experience in a metro or similar public transport environment.
• Degree or higher diploma in a related discipline is preferred.
• Excellent knowledge of station operations, safety procedures and relevant work instructions.
• Strong organisational, numeracy and literacy skills.

Required skills

• Proficient IT skills for operating station systems and reporting tools.
• Effective communication and public‑address abilities.
• Problem‑solving and decision‑making under pressure.