Executive Director of Paratransit Services

Massachusetts Bay Transportation Authority•Boston, MA

6d•Onsite

About The Position

The Executive Director of Paratransit Services will report to the Chief Operating Officer. The incumbent will be responsible for all functions of the RIDE, the MBTA’s transportation option for individuals who are unable to use fixed-route services, including negotiating and managing service contracts, to ensure that the Authority’s paratransit services continue to meet the MBTA’s current high safety and quality standards. The ED will ensure that services are safe and reliable, that all policies and goals of the Authority are being met, and that services are offered within established budgetary guidelines. The ED will work with community groups, local and state officials, and all state and federal regulatory agencies to ensure service meets customer needs and is regulatory compliant. Additionally, the incumbent will lead the Department, focusing on improving overall productivity and efficiency and developing innovative ways to enhance the RIDE program.

Requirements

Bachelor’s degree from an accredited institution in Public Policy, Public Administration, Communications, Political Science, Engineering, Business Administration, Management, Urban Planning, or a related field.
Twelve (12) years of progressively responsible experience in implementation, management, improvement, and/or service delivery operations within the transit (or similar) industry.
Five (5) years of executive-level management experience in service delivery (director level or above).
Three (3) years of supervisory experience overseeing a major professional engineering and/or maintenance program, including responsibility for budget development, supervision of multiple bargaining units, and policy development and/or enforcement.
Demonstrated knowledge of government regulations and public administration practices related to transit and/or transportation, including DOT, FTA, etc.
High level of written and oral communication skills and experience in packaging financial analysis for board-level presentations
Demonstrated ability to effectively lead, manage, and motivate staff, particularly in a public sector environment
Knowledge of and familiarity with the Americans with Disabilities Act as it relates to transit services
Excellent communication skills and the ability to communicate with large audiences and facilitate meetings
Ability to learn quickly, take direction, and work independently, and to use creative, collaborative, and consultative approaches to resolve issues.
Strong conflict resolution, analytical, and problem-solving skills; ability to understand, interpret, and present data.
Demonstrated proficiency in Microsoft Excel, Word, and PowerPoint.
Have the ability to provide internal and external customers with a courteous and professional experience
Have the ability to handle sensitive and confidential information in an appropriate manner.
Have the ability to travel to locations throughout the MBTA's service area
Demonstrated data-driven decision-making skills and a willingness to make test-and-learn hypotheses
Effective organizational, analytical, confidentiality, quantitative, writing, multi-tasking, and time management skills.
Demonstrated ability to communicate and present effectively to a diverse group of stakeholders and customers.
Experience in packaging and communicating complex projects for executive board-level presentations.
Demonstrated ability to think strategically and work in a team environment.
Demonstrated ability to work effectively with a diverse workforce.
A valid driver’s license in accordance with MBTA policy.
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 with an additional three (3) years of directly related experience substitutes for the bachelor’s degree requirement.
A master’s degree in a related subject substitutes 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.

Nice To Haves

Three (3) years of experience in professional contract management
Management experience with the public sector and/or the transportation industry, with a preference for prior experience in paratransit management.
Experience with process improvement and/or change management

Responsibilities

Responsible for the management and supervision of an operational management staff to ensure that services are delivered in a safe, efficient, and effective manner, as well as the management of private service and eligibility contractors to ensure strong performance, transparency, and adherence to contractual obligations.
Provide overall policy direction and enforcement of safety guidelines for paratransit services.
Establish KPIs, goals, and policies to improve the performance of employees and the delivery of service and reports as needed.
Review federal and state regulations regarding issues of concern to the Authority to ensure regulations are met, including all ADA-related issues.
Explore continuously new service options and services for customers to enhance services and to reduce the Authority's cost per trip.
Implement changes to service delivery and fare policies as needed
Collaborate with various Authority Departments such as Rail & Bus Operations, Service Planning, Systemwide Accessibility, and others to ensure close coordination between fixed route and paratransit services and initiatives.
Oversee all capital investment programs associated with Paratransit Services.
Expand strategic partnerships with customers, businesses, and community-based organizations.
Provide reports and presentations to MBTA Boards and senior managers on service performance, service changes, and enhancements.
Meet with public and private officials when needed to discuss Paratransit issues affecting the Authority.
Correspond and meet with members of the public regarding complaints of service and promote Paratransit Services.
Manage MBTA operation employees in the Paratransit Services group, including hiring, performance management, and development.
Remain up-to-date on and fulfill all roles and responsibilities as related to the MBTA’s Safety Plan and ensure resources are available to all staff, informing them of their roles and responsibilities in the Safety Plan.
Receive and coordinate investigation of all customer complaints, ensuring that a full investigation is conducted and appropriate follow-up is completed in a timely manner.
Inform the Chief Operating Officer and other senior leaders of any service disruptions.
Establish and maintain sound union/management relations while upholding the rights and interests of management and adhering to collective bargaining agreements.
Respond to each inquiry, whether from a customer, vendor, or co-worker, in a courteous and professional manner.
Respond, directly or through others, and/or report to work for emergencies, extreme weather conditions, or any other abnormal conditions that impair service or the safety of service, twenty-four (24) hours per day, seven (7) days per week.
Drive a company or personal vehicle to visit work sites and to assist at emergencies, service disruptions, and/or other events as needed.
Uphold the rights and interests of the Authority while building and maintaining an effective relationship with employees.
Assist in the management of a workforce by ensuring the fair and consistent application and strict adherence to the rules, regulations, collective bargaining agreements (if applicable), and policies of the Authority, including the EEO, Anti-Discrimination, Anti-Harassment, and Anti-Retaliation policies.
Perform all other duties and projects that may be assigned.
Additional responsibilities may include a focus on one or more departments or locations. See applicable addendum for department or location-specific functions.