Director of Operations - MBTA Transit

Block by Block•Boston, MA

11d

About The Position

Responsible for all facets of customer service program, including but not limited to: training, metrics and reporting, quality assurance, problem solving, budget management, scheduling/staffing/personnel actions and customer relations. Essential Functions: Continual Problem Solving and Program Evolution Spends a significant portion of the shift collaborating with the with the Deputy Director for Customer Experience and Deputy Director for In Station Services to develop and implement program-wide initiatives aimed at improving customer service, operational efficiency, and overall outcomes of the Transit Ambassador Program. Serves as the primary point of contact for the MBTA Customer regarding the base contract schedule and adjustments, reporting of Station Checks, Elevator Checks, Station Access Passes, Diversion/Operations staffing requests, CORI checks, Fit for Duty evaluations, CCTV reviews, and other operational matters. Responsible for overall operational and financial performance of the Transit Ambassador Program. Acts as the primary point of contact for staffing subcontractors on matters such as staffing levels, invoice approvals, service standards. Acts as the primary point of contact for all Teamster related issues to include: job bids, grievances, terminations etc. Serves as the primary point of contact for monthly billing information, including the preparation and submission of supporting documentation. Oversees and directs uniform ordering and inventory management. Oversees and directs the work of the scheduler and administrative assistant. Applies Block by Block standard concepts, processes, practices and policies to daily operations to address local needs and concerns. Acts as a key representative of the program’s visibility while functioning as a working director, actively participating in and observing daily operational tasks within stations. Collaborates with the Deputy Directors to direct team responses during unusual situations, incidents, or emergencies within serviced stations, ensuring alignment with MBTA’s processes and policies, and prioritizing the safety of Transit Ambassadors and the public. Identifies opportunities for program improvement and evolution. Communication and Reporting: Monitors daily hours and key service-level statistics, preparing written reports as required. Maintains effective communication with a variety of stakeholders, including subordinates, Block by Block leadership assigned to the MBTA, staff members at all levels within the MBTA organization, and riders of the MBTA. Must also ensure compliance with all documentation requirements associated with the position.

Requirements

Educational Requirements: High School Diploma or GED accepted, commensurate with experience. Associates/Bachelor Degree is preferred.
Experience: At least 5 years of experience in customer/client/employee relations. Collective bargaining (CBA) experience strongly preferred.
Engaging and Positive Presence: The mission for the Block by Block MBTA Ambassador program is to be friendly and engaging. Must lead by example with friendliness and with a positive attitude.
Judgement and Decision Making- Must be competent to make decisions based on information available.
Communication Must have excellent interpersonal communication skills and the ability to communicate effectively with people on all levels.
Flexible Schedule: Must have the ability to work weekends and multiple shifts as needed.
Technological Skills: Must have excellent understanding and proficiency in MS Word, MS Excel and MS Outlook as well as MBTA Radios, SMART Phones, iPads and other platforms that are proprietary to Block by Block and MBTA.

Nice To Haves

Associates/Bachelor Degree is preferred.
Collective bargaining (CBA) experience strongly preferred.

Responsibilities

Training
Metrics and reporting
Quality assurance
Problem solving
Budget management
Scheduling/staffing/personnel actions
Customer relations
Develop and implement program-wide initiatives aimed at improving customer service, operational efficiency, and overall outcomes of the Transit Ambassador Program
Serves as the primary point of contact for the MBTA Customer regarding the base contract schedule and adjustments, reporting of Station Checks, Elevator Checks, Station Access Passes, Diversion/Operations staffing requests, CORI checks, Fit for Duty evaluations, CCTV reviews, and other operational matters
Responsible for overall operational and financial performance of the Transit Ambassador Program
Acts as the primary point of contact for staffing subcontractors on matters such as staffing levels, invoice approvals, service standards
Acts as the primary point of contact for all Teamster related issues to include: job bids, grievances, terminations etc
Serves as the primary point of contact for monthly billing information, including the preparation and submission of supporting documentation
Oversees and directs uniform ordering and inventory management
Oversees and directs the work of the scheduler and administrative assistant
Applies Block by Block standard concepts, processes, practices and policies to daily operations to address local needs and concerns
Acts as a key representative of the program’s visibility while functioning as a working director, actively participating in and observing daily operational tasks within stations
Collaborates with the Deputy Directors to direct team responses during unusual situations, incidents, or emergencies within serviced stations, ensuring alignment with MBTA’s processes and policies, and prioritizing the safety of Transit Ambassadors and the public
Identifies opportunities for program improvement and evolution
Monitors daily hours and key service-level statistics, preparing written reports as required
Maintains effective communication with a variety of stakeholders, including subordinates, Block by Block leadership assigned to the MBTA, staff members at all levels within the MBTA organization, and riders of the MBTA
Ensure compliance with all documentation requirements associated with the position