Program Manager Contract Transportation

Overview

The Contracted Transportation Services Program Manager is responsible for administering and coordinating the delivery of public transit services by the assigned contractors within policy, contractual, and budget parameters for the best results in terms of customer service.

Position is responsible for monitoring invoices, service quality and contract compliance and provides guidance to contractor management teams.

Ensures solid communications during all aspects of projects and systems Community Transit implements.

The contracted commuter operation utilizes a fleet of 127 buses operating seven days a week. In 2023 this operation provided more than 2.

2 million passenger trips. This operation includes a substantial service contract with Sound Transit.

The contracted paratransit operation utilizes a fleet of 52 buses operating seven days a week to provide complementary paratransit under the Americans with Disabilities Act.

In 2023 this operation provided almost 121,000 passenger trips. Additional responsibilities include contracts for eligibility screening and transit travel training.

The ZIP Micro transit program adds 7 vehicles to the paratransit operation along with over 52,000 passenger trips.

Essential Duties

Provides day-to-day oversight. Coordinates delivery of public transit services provided by contractors by continuously managing, monitoring, and evaluating the quality of assigned contracts for compliance with contractual objectives, service quality standards, plans, schedules, and budget.

Identifies performance variances from contract. Researches, collects data, reporting and documentation methods and tracks contractor performance.

Performs complex technical problem-solving to improve operational performance. Acts as primary point of contact for all contract performance issues with contractor and internal / external stakeholders.

Develop measurable remediation plans with assigned contractors for any contractual deficiencies and ensure that all deficiencies are corrected.

Evaluates program needs and develops, recommends, and implements solutions in conjunction with the Manager of Contracted Services.

Reviews and investigates all customer complaints and determines the quality and adequacy of responses offered by contractors.

Ensures timely and appropriate response and documentation through the agency customer comment system. Works directly with customers to resolve issues for best possible results in customer service, public relations, and political outcome by coordinating between contractor and Community Transit as well as outside agencies.

Researches and applies knowledge of federal, state, local and corporate regulations and policies, as well as contractual performance standards to all aspects of contract management, customer service and service delivery and provides direction to contractors to resolve issues.

Develop, apply, and maintain applicable tools and resources, such as scorecards and risk assessments, to develop, track, and manage key performance metrics (KPIs), service level agreements (SLAs), and applicable deliverables for assigned contracts in coordination with cross-functional units.

Prepare reports, dashboards, and scorecard data to analyze the performance of a contract. Use data to support routine audits, reporting, and compliance reviews.

Critical examination of information, conducting research, and utilizing knowledge to recommend and implement solutions. Participate in regular business review cadences utilizing quantitative and qualitative performance metrics and other data to drive continuous improvement of the contract and the services provided by the business partner.

Prepare program-related correspondence, reports, charts, and presentations utilizing Microsoft Word, Excel, PowerPoint and other Microsoft Office products or equivalent.

Produces and presents professional-level reports and presentations. Report on overall contractor service levels and support to internal and external stakeholders.

• Drives agency efforts to improve mobility and accessibility for people with disabilities through assigned contracts, including participation in regional and local transportation coordination for people with disabilities, design, and delivery of the Transit Instruction Program, and partnering with other providers / agencies to implement programs and grants.
• Reviews and analyzes contractor invoices, reports, and other documents. Monitors the accuracy of monthly project invoices, project budget, and provides analysis and solutions.
• Ensures effective budget monitoring by updating and maintaining various budget tracker systems. Assures timely receipt of financial and reporting contract deliverables;

provides data to agency departments and external stakeholders as required.

• Represents Community Transit's interests in assigned public meetings and regional forums and provides regional coordination between the contractor and other service providers.
• Collaborates with Contracted Services Manager in developing contracts, amendments, and inter-local agreements and participates in negotiations as assigned.

Provides input into performance metrics and service criteria for contracts and procurement solicitations to improve safety, efficiency, or effectiveness of service operations.

Drive program goals and objectives in alignment with agency strategic priorities, provide program management support to contractors, internal, and external stakeholders.

This includes defining project plans, managing implementation activities, and developing protocols, and documentation. Be the subject matter expert exemplifying a thorough understanding of the requirements of assigned contracts.

• Acts on behalf of the Manager of Contracted Services during his / her absence including directing contractor response and communications in the event of emergencies and special conditions.
• On-call for Transportation Operations one week every 8 weeks - 24 / 7 availability to respond.
• Performs other duties of a similar nature or level.

Requirements

Minimum Qualifications

• A minimum of two years' experience in transit related planning, operations and / or customer service or other passenger transportation.
• Five years' experience with contract management or management oversight.
• A degree in business administration, project management or similar field may substitute for one year of experience.
• Possess intermediate computer skills (Word, Excel, Email) sufficient to perform a variety of duties.
• Excellent verbal and written communication skills and at least 1 year of experience interacting positively with the general public as a work activity.
• Ability to obtain a valid Washington state driver's license by time of hire (necessary to operate a variety of fleet staff vehicles).
• A combination of education and experience sufficient to successfully perform the essential functions of the job may be considered

An equivalent combination of education and experience to successfully perform the job duties is also accepted.

Knowledge Requirements

• Principles of contract administration.
• Problem analysis and decision-making.
• Conflict resolution, mediation or facilitation.
• Process improvement tools and techniques, including collecting, analyzing, reporting, and developing action plans for Key Performance Indicators, metrics, and contract compliance

Skill Requirements

Fostering an inclusive workplace by valuing and leveraging diversity, equity, and inclusion to uphold Community Transit's Core Values and achieve the organization's vision and mission.

Inspiring and fostering team commitment, pride, and trust. Facilitating cooperation and motivating team members to accomplish group goals while treating others with courtesy, sensitivity, and respect.

• Developing and maintaining internal and external relationships. Interacting positively with a wide variety of people and positions.
• Read and understand all new and existing contract language in the Contracted Services contract portfolio to assure understanding and execution of business requirements.

Committed to continuous improvement. Demonstrates a commitment to serve the public.

• Persuasiveness and collaboration.
• Play an active role with cross-departmental teams, participating in strategic initiatives and proposing innovative solutions to problems of medium to high complexity.

Effectively working both independently and as a team member.

• Critical examination of information, conducting research, utilizing knowledge to achieve and implement solutions.
• Consistently exhibit good judgment, creative and strategic thinking, and ability to work well under pressure. Maintain composure and effectively lead during stressful situations.
• Excellent written and verbal communication skills, and ability to communicate effectively with different communication styles.

Intermediate use of Microsoft Suite of Office programs.

• Managing details within the larger picture.
• Hold self and others accountable for measurable high-quality, timely and cost-effective results. Accepts responsibility for mistakes.

Seeking out answers - having intellectual curiosity.

Preferred Skills and Knowledge

• Transit operations, service planning and scheduling.
• Federal, state, and local regulations, including the Americans with Disabilities Act as it relates to transportation, as well as contractual performance standards.
• Community Transit regulations and policies.
• Federal procurement rules and contracting guidelines.

Working Conditions

Hybrid telework is available, typically 3-4 days on site, 1-2 days remote (if requested). Work is performed in an office environment and requires the use of office equipment and technology.

Work also requires the ability to ride and operate a variety of fleet staff vehicles, and the ability to utilize the public transit system.

You may also be required to lift and carry materials up to 20 pounds occasionally, and up to 10 pounds frequently.

Also required is performing work in the field where you may be exposed to automotive fumes, odors, and dust, and may need to complete tasks in noisy environments and varying weather conditions.

Application and Selection Process

• Only on-line applications accepted.
• Applicants for this job may be considered for other openings up to six months after the date this position is filled.
• Applicants who meet the minimum requirements may be scheduled for an interview as well as a variety of tests to demonstrate knowledge, and skills for the position.

The evaluation process may include interviews, background check, reference checks and various performance tests.

Application and Selection Process

• Only on-line applications accepted.
• Applicants for this job may be considered for other openings up to six months after the date this position is filled.
• Applicants who meet the minimum requirements may be scheduled for an interview as well as a variety of tests to demonstrate knowledge, and skills for the position.

The evaluation process may include interviews, background check, reference checks and various performance tests.

Employee Benefits :

Employees (and their families) are covered by medical, dental, vision, basic life and disability insurance.

Employees participate in the Public Employees Retirement System (PERS) and have the option to enroll in the agency's deferred compensation plan.

In addition to WA Paid Sick Leave, employees in this position, accrue twenty-four (24) days of Paid Time Off (192 hours) in their first year and receive ten (10) paid holidays throughout the calendar year.

Full list of all benefits and details can be found here.

If you have a family member, or share the same living quarters of a current Community Transit employee, please let your Human Resources Recruiter know as your eligibility for this position may be affected.

Community Transit provides a tobacco-free & drug-free work environment.

If you are related to, or share the same living quarters of a current Community Transit employee, please let your Human Resources Recruiter know as your eligibility for this position may be affected.

Community Transit provides a tobacco-free and drug-free work environment. As a recipient of federal funds, Community Transit is an Equal Opportunity Employer and does not unlawfully discriminate on a basis prohibited by Federal, State or Local law.

We value and encourage diversity in our workforce. EOE AA M / F / Vet / Disability. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.