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, and sustainability and 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 POSTING UPDATED UNTIL 10/1/2024.

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 multiples 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.

* 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 provides ongoing feedback on performance to ensure adherence to contract requirements.
* Directs analyses of performance data collected through audits of day-to-day operations and incidents and makes 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

* 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 supervise or work effectively with diverse workforce.
* 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 an additional three (3) years of directly related experience substitutes for the bachelor's degree requirement.
* A master's degree in a related subject substitute 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.

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English
• Ability to provide internal and external customers with courteous and professional experiences
• Ability to work effectively independently and as part of a 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 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 medical Clinic screening, potentially including a 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

Disclaimers and Definitions:

1. General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
2. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
3. Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
4. Work Eligibility: Although the MBTA is an Equal Opportunity Employer, all employees must be legally authorized to work in the United States for any employer and on an unrestricted basis (the MBTA does not sponsor non-US citizens). However, if you have an unrestricted work authorization, or sponsored by a separate entity, you are welcome to apply for open positions. International students taking part in CPT / STEM / OPT programs through a university are eligible for internships and co-ops with the MBTA. In compliance with federal law, all persons hired will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
5. Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
6. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
7. On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
8. Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
9. ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or hradaaa@mbta.com.
10. Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer. For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions.