Manager of Paratransit Ops

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 of Paratransit Operations will be responsible for the daily operational performance of paratransit contracts and oversight of associated vendors. The Manager of Paratransit Operations will report to The RIDE's Deputy Director of Paratransit Operations and will work closely with the Contract Performance team to monitor operations and compliance. The Manager of Paratransit Operations will also have regular contact with the RIDE's Innovation and Analysis, Technology, and Strategy teams as they collaborate on enhancing current service and implementing and integrating new initiatives and services. Ability to work a hybrid schedule that currently requires an in-office presence of 3-days a week. Applicants must have the ability to travel to locations throughout the MBTA’s service area at any time of day. Modes of transportation are discretionary and the responsibility of the applicant i.e. Ride Share, Public Transportation, Arranged Drop-off Services etc.

Duties & Responsibilities

• Manages daily vendor oversight activities, including monitoring service levels and KPIs; conducting regular field visits and audits of vendor operations, enforcing MBTA and RIDE policy, and utilizing paratransit-specific software to assist with investigations of service issues and incidents.
• Performs monthly reconciliation of statements of operations and costs from contractors and prepare authorization for payment for services.
• Researches, makes recommendations, and implements changes to internal and external processes and overall Paratransit service in response to consumer requests, changes in travel patterns, increased service demands, or other regulatory, economic, or operational factors, while still maintaining compliance with state and federal regulations.
• Supports preparation for all federal and state reviews, including but not limited to FTA Triennial Reviews
• Participates in the design, procurement, implementation, and ongoing enhancement of paratransit service contracts. Monitors compliance with all terms and conditions of Paratransit service contracts as well as the Authority's compliance with the MBTA's ADA Complementary Paratransit Plan
• Develops strategic partnerships and strong relationships with vendors and internal MBTA resources to drive overall operational performance.
• Participates in committees or task forces concerning issues related to Paratransit.
• Provides detailed technical assistance to vendors in the areas of paratransit reservations, scheduling, dispatching, and software operations.
• Coordinates and supports activities related to special events, weather events, and other potential disruptions or adjustments to service.
• Perform all other duties and projects that may be assigned.

Supervision

• None

Minimum Requirements & Qualifications

• Bachelor's degree from an accredited college or university
• Five (5) years of full-time, or equivalent part-time, professional experience
• One (1) year of supervisory/lead experience.
• Advanced proficiency in the Microsoft Office suite, with emphasis on Excel and PowerPoint
• Effective organizational, analytical, time management, interpersonal and multi-tasking skills
• Excellent communication (oral and written) and presentation skills with ability to influence people at all levels of the organization, both vertically and horizontally
• Have excellent customer service skills and conflict resolution skills
• Ability to pass: background screenings and the MBTA's medical requirements, including a physical examination and drug and alcohol screening
• Ability to travel to locations throughout the MBTA's service area that may not be accessible by fixed route service.
• Commitment to MBTA's diversity and inclusion goals

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 degree from an accredited institution with 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 year of experience.

Preferred Experience and Skills

• Experience with managing a call center, contract call center, and/or contract transit services.
• Paratransit-specific operations / contract management experience

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: