• Job Description

  Req#: 4188934
  Purpose and Scope
  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 the enhancement of current service and the implementation and integration of new initiatives and services.
  • 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.
  
  Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.
  
  
  Physical Demands and Working Conditions
  
  • The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Available to work all shifts and locations as assigned or directed.
  • Available to work as per assignment by the MBTA twenty-four (24) hours per day, seven (7) days per week as directed by supervisory staff for severe weather conditions, emergencies or any other circumstances that may potentially impact service or the safety of service.
  • Have the ability to work any and all shifts and/or locations assigned or directed.
  Supervision
  
  • N/A
  Minimum Education
  
  • Bachelor's degree from an accredited college or university
  Minimum Experience and Required Skills
  
  • Five (5) years of professional experience in an operations and/or compliance capacity
  • 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
  
  Preferred Experience and Skills
  
  • Experience with managing a call center, contract call center, and/or contract transit services.
  • Paratransit-specific operations / contract management experience
  • A High School Diploma or GED and an additional four (4) years of work experience may be substituted for a Bachelor’s degree from an accredited institution.

• About the company

  The Massachusetts Bay Transportation Authority is the public agency responsible for operating most public transportation services in Greater Boston, Massachusetts.

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