Manager – Paratransit Operations (Mobility Services) - BRTA

Keolis America•Pittsfield, MA

16h•Hybrid

About The Position

The Manager of Paratransit Operations is responsible for leading the daily operations and long-term planning of ADA paratransit, eligibility services, and microtransit programs. This role ensures safe, reliable, and cost-effective service delivery in alignment with agency goals and regulatory requirements. The position involves monitoring service performance metrics, overseeing ADA eligibility processes, managing microtransit services, enhancing customer experience, managing budgets, and leading a team of operations personnel. The role also requires collaboration with internal departments, regional partners, and community organizations, and acting as a liaison to various stakeholders.

Requirements

Minimum 3 years’ management experience in a paratransit system environment required.
Experience with profit/ loss responsibility and accountability for safety and performance.
Must have evidence of experience and accountability for emergency planning, incidence response and safety management in a fixed route environment.
Union and contract negotiation experience.
Strong knowledge of ADA compliance practices.
Well versed on Microsoft Office 365 applications.
Positive labor relation skills and knowledge; including administration of employee discipline and labor grievances.
Must have a valid MA driver license.
Work well as part of a team.
Possess excellent communication and interpersonal skills.
Fluent in English with excellent written and verbal communication skills.
Customer-focused with the ability to inspire your team with commitment and enthusiasm.
Exercise good judgment and creativity in decision-making.
Interact professionally with all levels of KTA employees, client representatives, and community members.
Will have the ability to identify and solve problems in a structured and analytical way.
Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position.

Nice To Haves

Bachelor’s Degree or equivalent experience preferred.
Experience with paratransit scheduling software and run-cutting are desirable.

Responsibilities

Lead the daily operations and long-term planning of ADA paratransit, eligibility services, and microtransit programs.
Ensure safe, reliable, and cost-effective service delivery aligned with agency goals and regulatory requirements.
Monitor service performance metrics (on-time performance, productivity, cost per trip, customer satisfaction) and implement continuous improvement initiatives.
Oversee ADA eligibility certification processes, including application review, functional assessments, appeals, and recertifications.
Develop and update policies and procedures for eligibility determination to ensure fairness, consistency, and regulatory alignment.
Act as a subject matter expert on ADA paratransit requirements.
Monitor and lead daily performance of Microtransit/ Community Shuttle services.
Evaluate emerging mobility technologies and service models to enhance service coverage and efficiency.
Monitor pilot programs and recommend expansion, modification, or sunset strategies based on performance data.
Oversee the Agency Customer Service/ Platform Ambassador program to ensure high quality customer service, community outreach and travel training.
Promote a customer-centric service approach focused on accessibility, equity, and high-quality service delivery.
Oversee handling of customer feedback, complaints, and service recovery strategies.
Ensure communications and services are accessible to riders with disabilities and diverse needs.
Develop and manage budgets for paratransit, eligibility, and microtransit programs.
Identify cost containment strategies while maintaining or improving service quality.
Support grant applications, reporting, and compliance for federal and state funding programs.
Analyze service trends and forecast demand to support strategic planning.
Supervise and mentor staff, including the ADA Coordinator and operations personnel.
Foster a collaborative, inclusive, and high-performance team environment.
Establish clear performance goals and provide regular feedback and professional development opportunities.
Lead the Union relationship by understanding and monitoring compliance to the ratified CBA.
Manage union relationships to be productive and enable win-win outcomes.
Collaborate with internal departments, regional partners, and community organizations.
Serve as a liaison to disability advocates, advisory committees, and the public.
Represent the agency in meetings, public forums, and regulatory discussions.
Other duties as assigned.