Deputy Director of Operations

The RIDE is the MBTA’s paratransit service, which provides door-to-door shared ride service to anyone who cannot use the bus or train due to a disability.

The Deputy Director of Paratransit Operations reports to the Director of Paratransit Operations and will supervise a growing team that is responsible for overseeing daily operations and monitoring contractual compliance.

This position will be responsible for the overall operational performance of the RIDE’s paratransit service through direct oversight of multiple contracts and the associated vendors.

The Deputy Director will be the point person for coordinating a RIDE response to emergencies, special events, severe weather, and other situations.

Responsibilities :

• Manage a team that oversees, monitors, and coordinates all aspects of the authority’s daily efforts to provide paratransit service through multiple vendors that include contracted staff, consultants, and union affiliated personnel.
• Manage vendors by developing and monitoring service levels, safety metrics, KPIs and enforcing contract terms.
• Manage core relationship with IT as subject matter expert. Research industry best practices and recommend new features and upgrades to existing integrations, systems, vehicles, technologies, contracts, and partnerships.
• Coordinate the collection, description, analysis, and prioritization of requests for new product functionality.
• Participate in the design, procurement, implementation, management, and ongoing enhancement of paratransit service and contracts including Service Providers, Operations Center (TRAC), the Mobility Center, and Vehicle Procurement.
• Develop short and long-term plans for operations, including capital initiatives, asset management, headcount requirements, training programs, and technology needs.
• Implement and monitor day to day operational systems and processes to provide visibility into the goals, progress, and challenges for key initiatives.
• Direct regular and random audits, field observations and provide ongoing feedback on performance to ensure adherence to contract requirements.
• Direct analyses of performance data collected through audits of day-to-day operations and incidents and make recommendations for corrective actions.
• Collaborate with cross-functional leadership teams to ensure alignment.
• Drive and influence employee and provider engagement to foster an environment where team members thrive and are held accountable for delivering exceptional service.
• Perform all other duties and projects that may be assigned.

Supervision :

Supervision of a two to four (2 4) member team.

Minimum Requirements :

• Five (5) years of full-time, or equivalent part-time, professional experience in engineering, transportation planning, or a related field.
• Two (2) years leadership experience managing people and / or large-scale projects.
• 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.
• Ability to supervise and work effectively with a diverse workforce.
• Have excellent customer service skills and conflict resolution skills.
• Ability to travel to locations throughout the MBTA's service area.
• Commitment to MBTA's diversity and inclusion goals.
• Ability to comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc.
• Ability to provide internal and external customers with courteous and professional experiences.
• 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.
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• 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 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 year of experience.

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