Manager, AFC Reporting & Analytics

At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s Core Values are built around safety, service, equity, sustainability, and culture. Each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

Job Summary

The Manager, AFC Reporting and Analytics, is responsible for overseeing a portfolio of reporting and analytics projects within the Automated Fare Collection (AFC) program. The role will develop, lead, and manage comprehensive project plans, including scope, goals, timeline, deliverables, and stakeholder management. The Manager ensures reporting systems are accurate and reliable while holding vendors and internal teams accountable for deliverables and resolving issues. In addition to maintaining established reporting frameworks, the Manager will identify opportunities for improvements, lead new initiatives, and monitor outcomes for continuous improvement ensuring reliable outputs. The position requires managing multiple interdependent projects, coordinating with cross-functional teams, and ensuring that reporting and analytics remain reliable and accurate.

Duties & Responsibilities

• Manage and oversee a portfolio of Automated Fare Collection (AFC) fare collection systems reporting and analytics projects from initiation to completion, including detail and summary project plans and dashboards, and updating them daily/weekly/monthly based on project tasks and status.
• Lead project initiatives by analyzing existing workflows, identifying areas for process improvement, designing and implementing solutions, monitoring outcomes, and driving continuous improvement.
• Design and implement efficient, scalable processes for project intake, prioritization, execution, and quality assurance.
• Develop and enforce project governance frameworks and standard operating procedures (SOPs).
• Oversee and drive task completion by holding responsible parties accountable for deadlines, deliverables, and progress reporting.
• Select and analyze key project data, translate findings into actionable insights, and produce correspondence, reports, charts, and presentations utilizing Microsoft Word, Excel, Database, and PowerPoint to effectively communicate project status, risks, and recommendations to leadership and stakeholders.
• Define and track key performance indicators (KPIs) for AFC reporting and analytics, providing assessments of progress toward goals.
• Provide regular updates to MBTA departments, leadership, key stakeholders, on project status, timelines, and key metrics, and document process milestones.
• Prepare and maintain various program documentation, including data flow diagrams, and trained users on application systems.
• Work closely with technical teams and vendors to understand technical requirements and challenges to identify risks, translate them into actional steps, communicate effectively with stakeholders, and monitor accountability for timely resolution.
• Proactively identify and escalate issues when necessary to ensure project continuity and momentum.
• Lead the development of various project initiatives as needed, collaborating with the finance team and internal stakeholders to ensure all requirements are met.
• Work with cross-functional teams to institutionalize best practices and promote a culture of continuous improvement.
• Conduct meetings with both internal and external partners.
• Monitor daily credit/debit reconciliation reporting to validate all transactions and amounts between the bank, vendor, and the MBTA system.
• Report issues to vendors as needed including:
  • Missing shift file issues.
  • Offline/not in-network devices.
  • Settled by the bank but conflicting system report status transactions.
  • Other fare collection device status related issues.
• Perform ad hoc transaction analysis as needed.
• Oversee that all test transactions are reported properly before machines are placed into revenue service.
• Monitor daily reconciliation between payment processors and fare systems to ensure all transactions and amounts align among all systems.
• Monitor the weekly/daily authorization summary report to show approved vs. declined transaction analysis to validate deficiencies.
• Oversee the distribution of a daily and weekly matrix of the status of all AFC devices and previous day’s AFC maintenance support tickets.
• Perform all other duties and projects that may be assigned.

Minimum Requirements & Qualifications

• A bachelor's degree from an accredited institution.
• Five (5) years of related experience in project management leading initiatives including vendor or technical team oversight, process flow design, or delivery of complex projects.
• One (1) year managerial, supervisory and/or leadership experience.
• Experience with successful use of data visualization tools.
• Demonstrated experience with data analysis, including ability to organize data and leverage effective problem-solving skills.
• Demonstrated ability to compile information and data into written and graphic presentations.
• Demonstrated ability to manage complex projects with numerous internal and external stakeholders, strict deadlines and complex logistic considerations.
• Detail-oriented and organized with the ability to plan, multi-task, and manage time effectively.
• Ability to effectively collaborate on a cross-functional team.
• Demonstrated ability to communicate and present effectively to a diverse group of stakeholders.

Substitutions Include

• A high school diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor’s degree requirement.
• An associate’s degree from an accredited institution and an additional three (3) years of directly related experience substitutes for the bachelor’s degree requirement.
• A master’s degree in a related subject substitutes for two (2) years of general experience.
• A nationally recognized certification, or statewide/professional certification in a related field substitutes for one (1) year of experience.

Preferred Experience and Skills

• Five (5) years of experience managing fare collection initiatives at a public transportation agency.
• Experience and knowledge of the MBTA fare collection systems.
• Successful history of working collaboratively in large organizations.

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
• Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
• Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required).
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.
• Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
• Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program.

Disclaimers and Definitions: