Department of Subways veteran John Gaul has been tapped to become NYCT’s first VP, 21st Century Service Delivery. Reporting directly to NYC Transit President Carmen Bianco, Gaul will head a team responsible for redefining customer service and communication, accelerating the development of technology within the system and developing innovative ways of expanding capacity.
The Metropolitan Transportation Authority’s (MTA) New York City Transit (NYCT) has reorganized its senior leadership to meet the challenges posed by steadily increasing ridership on the 110-year-old subway system, for the first time putting a single VP in charge of integrating new technology, operating more efficiently and improving the customer experience.
Department of Subways veteran John Gaul has been tapped to become NYCT’s first VP, 21st Century Service Delivery. Reporting directly to NYC Transit President Carmen Bianco, Gaul will head a team responsible for redefining customer service and communication, accelerating the development of technology within the system and developing innovative ways of expanding capacity.
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Gaul, who has 39 years in the mass transit industry, most recently served as VP and chief officer, service delivery, Department of Subways, for NYCT and as the former head of Staten Island Railway.
Within the Department of Subways, two veteran managers with a combined 62 years of service have also been named to positions responsible for the day-to-day operation of the largest rapid transit system in North America.
Wynton Habersham has been named to succeed Gaul as VP and chief officer, Service Delivery Division. With more than 32 years with Transit, Habersham has a diverse background with experience in transportation operations, signals and capital Programs.
Meanwhile, Frank Jezycki, a 30-year NYC Transit veteran, has been named to succeed Habersham as VP and chief officer, Maintenance of Way Division. For the past 25 years Jezycki has held positions of varying and increasing responsibility, including line GM, chief infrastructure officer, and VP and chief officer of the Staten Island Railway.
The region’s fixed-route system finished out the year with a total of 373.5 million rides. Adding 12.3 million rides over 2024 represents an increase that is equal to the annual transit ridership of Kansas City.
The service is a flexible, reservation-based transit service designed to close the first- and last-mile gaps and connect riders to employment for just $5 per day.
The upgraded system, which went live earlier this month, supports METRO’s METRONow vision to enhance the customer experience, improve service reliability, and strengthen long-term regional mobility.
The agreement provides competitive wages and reflects strong labor-management collaboration, positive working relationships, and a shared commitment to building a world-class transit system for the community, said RTA CEO Lona Edwards Hankins.
The priorities are outlined in the 2026 Board and CEO Initiatives and Action Plan, which serves as a roadmap to guide the agency’s work throughout the year and ensure continued progress and accountability on voter-approved transportation investments and essential mobility services.
