MBTA Operations Manager

Block by Block•Boston, MA

5d•Onsite

About The Position

The MBTA Operations Manager will directly oversee and mentor a team of Operations Supervisors, providing coaching, performance feedback, and day-to-day guidance to ensure operational excellence. This role provides leadership and strategic direction to Transit Ambassadors, fostering a culture of professionalism, accountability, and community service. The manager will conduct regular field visits across MBTA stations and transit corridors to observe operations, support staff, and assess program effectiveness. Leading by example, this role requires consistent field presence alongside the team, demonstrating the standards and conduct expected of all program staff. The manager will also manage staff scheduling, deployment plans, and coverage to ensure consistent and effective ambassador presence across assigned MBTA locations. A key aspect of this role is championing the mission of improving the rider experience across the MBTA system, ensuring Transit Ambassadors are a visible, positive, and helpful presence for all riders. The manager will monitor and evaluate rider feedback, program data, and field observations to continuously improve service delivery and serve as an escalation point for complex rider interactions, community concerns, and operational challenges. Administrative duties include utilizing Microsoft Teams for daily team communication, scheduling coordination, and operational updates, ensuring seamless information flow across supervisors and ambassadors. Leveraging Microsoft Outlook to manage correspondence with employees, internal stakeholders, and program partners, maintaining timely and professional communications. Developing and maintaining operational reports, performance dashboards, scheduling spreadsheets, and data tracking tools using Microsoft Excel. Creating professional documentation including operational procedures, training materials, incident reports, and stakeholder presentations using Microsoft Word. Tracking key performance indicators (KPIs) and preparing regular written and data-driven reports for Block By Block leadership and MBTA program contacts. Ensuring compliance with all contractual obligations, safety protocols, and MBTA operational guidelines.

Requirements

5 years of progressive operations, field supervision, or program management experience, preferably in transit, public space management, hospitality, security, or municipal services.
Demonstrated experience leading supervisors and frontline teams, with the ability to motivate, develop, and hold staff accountable.
Proficiency in Microsoft Office Suite including Teams, Outlook, Excel, and Word, with the ability to produce professional-quality reports, schedules, and communications.
Ability and willingness to work regularly in the field across MBTA transit locations throughout Greater Boston.
Flexibility to work variable shifts, including evenings, weekends, and holidays, to meet operational needs.
High School Diploma Required
Expert Customer Service Skills -- Our entire mission is to be friendly and engaging. Must lead by example with their friendliness and with a positive attitude.
Expert Judgement -- must be comfortable and competent in order to make decisions based on information available.
Excellent Communication Skills
Has a solid work history with at least 5-7 years of experience.
Has supervised a team of people.
Outgoing, positive, and personable.
Thrives in dynamic environments and enjoys varied tasks.
Enjoys working outside in varying weather conditions.
Loves interacting with people and making their day.
Is a problem solver and innovator.
Strong communication and narration abilities.
Understands Quality Assurance and exceeds client and team expectations.
Has a "do what is right" mindset with strong integrity.
Decisive and able to make quick, effective decisions.
Flexible and willing to work outside of a typical M-F, 9-5 schedule when necessary.

Nice To Haves

College or Extended Education preferred

Responsibilities

Directly oversee and mentor a team of Operations Supervisors, providing coaching, performance feedback, and day-to-day guidance to ensure operational excellence.
Provide leadership and strategic direction to Transit Ambassadors, fostering a culture of professionalism, accountability, and community service.
Conduct regular field visits across MBTA stations and transit corridors to observe operations, support staff, and assess program effectiveness.
Lead by example, this role requires consistent field presence alongside your team, demonstrating the standards and conduct expected of all program staff.
Manage staff scheduling, deployment plans, and coverage to ensure consistent and effective ambassador presence across assigned MBTA locations.
Champion the mission of improving the rider experience across the MBTA system, ensuring Transit Ambassadors are a visible, positive, and helpful presence for all riders.
Monitor and evaluate rider feedback, program data, and field observations to continuously improve service delivery.
Serve as an escalation point for complex rider interactions, community concerns, and operational challenges.
Utilize Microsoft Teams for daily team communication, scheduling coordination, and operational updates, ensuring seamless information flow across supervisors and ambassadors.
Leverage Microsoft Outlook to manage correspondence with employees, internal stakeholders, and program partners, maintaining timely and professional communications.
Develop and maintain operational reports, performance dashboards, scheduling spreadsheets, and data tracking tools using Microsoft Excel.
Create professional documentation including operational procedures, training materials, incident reports, and stakeholder presentations using Microsoft Word.
Track key performance indicators (KPIs) and prepare regular written and data-driven reports for Block By Block leadership and MBTA program contacts.
Ensure compliance with all contractual obligations, safety protocols, and MBTA operational guidelines.
Hiring and training a positive, skilled, and dependable team.
Adjusting the deployment of resources to match changing needs.
Identifying and solving problems to improve program quality.
Procuring and managing inventory of supplies and equipment.
Reporting outcomes through various channels (spreadsheets, Kronos Timekeeping, Budgets).
Hands-on working management in the field to provide coaching, mentoring, and continuous training.

Benefits

Medical with available FSA and/or HSA
Dental
Vision
Short-Term and Long-Term Disability
Life
Accidental Death and Dismemberment
Critical Illness
Accident
401K Retirement Savings Plan
8 paid Holidays
Two weeks Vacation after one year of employment
Birthday Pay -- After one year of service
Opportunities for professional development and career advancement.
Join a positive, skilled, and dependable team where you'll create a work family, not just a schedule.
Lead a team of innovators to continually improve the quality of our program and visitor experience.