ADA Assessment Operations Manager

MTM Transit•Baltimore, MD

55d

About The Position

Make a Difference At MTM Transit, you’re not just part of a team—you’re at the heart of a movement to remove community barriers nationwide. We’re all about breaking the mold with bold ideas, open conversations, and a relentless focus on what matters most: you. Here, collaboration sparks breakthroughs, learning fuels growth, and every voice shapes our future. Together, we thrive, push our limits, and work as team to help you reach your full potential. What will your job look like? The Manager, Operations is responsible for overseeing the daily operations of a high volume Assessment Center providing expertise and administrative support to the ADA Assessments Center staff. The Manager, Operations will ensure that production, quality and contract standards are met through monitoring service levels, consumer satisfaction, client satisfaction, and compliance of protocols and procedures. This position is contingent upon award of RFP. Location: MTA Assessments- Baltimore, MD

Requirements

Associate’s degree in social services, rehabilitation, healthcare, or similar field
At least 3 years of experience in ADA Certification Program Management (or equivalent)
Experience in coaching, mentoring and fostering a positive work environment
Experience planning, managing, and implementing ADA training programs
Experience communicating in a digital setting with all levels of employees
Experience with recruiting, hiring and discipline management
Experience providing customer service to individuals with disabilities
Strong leadership, mentoring and coaching skills
Familiarity with ADA regulations and disability sensitivity issues
Knowledge of data and administrative management best practices
Tech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systems
Maintain a strong knowledge of products and services
Efficiently executes tasks to achieve desired results
Strong analytical and strategic planning skills
Strong presentation skills; can speak across various forums and communicate to all levels of employees
Strong organizational skills
Ability to motivate and supervise people toward high productivity
Ability to identify and implement strategic administrative support systems
Ability to acquire and maintain knowledge of MTM protocols and personnel policies
High degree of accuracy, confidentiality, and the ability to work in a fast paced environment
Ability to identify customer needs and circumstances
Ability to maintain high level of confidentiality
Excellent communication skills, including navigating video technology
Proficient computer skills including Microsoft Outlook, Word, Excel, and other databases
Ability to handle multiple tasks and situations in a fast pace environment

Responsibilities

Provide day to day guidance for direct reports
Provide location Leadership with correspondence, assistance and feedback for departmental strategic planning sessions and for the development of new/revised procedures
Assist location leadership with compiling department metrics
Oversee the completion of contract and location required daily, monthly, and quarterly reports
In collaboration with internal and external partners, ensure effective processes are in place and in line with Corporate processes and goals
Oversee the completion of various tasks assigned to Assessment Center
Host regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamwork
Meet the Assessment Center’s financial objectives by estimating requirements, preparing an annual budget and analyzing variances
Manage data by identifying and ensuring compliance with process for changing key data
Ensure all program contractual requirements are being performed accurately and consistently to ensure ongoing compliance
Ensure all required reports and assignments are submitted timely and accurately
Monitor upcoming workload and recommend course of action necessary to meet demands
Assist departments in making sure all team members follow MTM’s documented policies
Drive accountability on process improvements that are needed to reduce complaints and maximize operational efficiencies
Oversee team staffing levels and partner with People & Culture to help support recruitment efforts, as needed
Provide support on special projects, as needed