Director of Maintenance Operations

The Director of Maintenance Operations position will lead teams within the Engineering and Maintenance Division responsible for two primary functions: planning and resourcing of maintenance and capital work taking place on the MBTA’s property and right-of-way; and maintaining records of defects and maintenance activities within the MBTA’s enterprise asset management system. In addition, the Director of Maintenance Operations will assist the Chief and Deputy Chief of E&M in developing department-level goals and improvement plans. This includes maintaining department-level KPIs and metrics and assisting department directors in developing new business processes to drive continuous improvement.

Additional responsibilities may include a focus on one or more departments or locations. See the applicable addendum for department- or location-specific functions.

• Provide support of maintenance operations to the four functional areas of E&M: Maintenance of Way (MOW), Signals & Communications Maintenance (SCM), Power Systems Maintenance (PSM), and Stations (STATN).
• Work with the E&M Leadership team to develop annual strategy and goals for E&M and facilitate the achievement of those goals through leading continuous improvement projects and creating KPI/Metric dashboards.
• Work with E&M leadership to promote data-driven decision-making through process development, data analytics, and strategic planning.
• Work with Directors, Deputy Directors, and Project Coordinators in E&M Departments to manage continuous improvement projects enabling the department to reach its strategic goals.
• Manage daily Maintenance Control Center (MCC) operations, including service requests and work order monitoring, emergency response, and customer-facing issue resolution. Lead a team of a Supervisor and MCC Clerks.
• Transform MCC into the primary customer service interface and internal communication hub for E&M by developing skillsets and tools to enable MCC to accurately record/assign/update work orders, give status updates, and follow up on ongoing issues.
• Work with the Asset Management team to implement and optimize the new Asset Management system by facilitating data collection, reviewing business processes, and acting as a liaison between the Asset Management Team and E&M Leadership.
• Manage the Planning and Scheduling team to properly plan and coordinate to ensure operations support of track access. Lead a team consisting of a Supervisor and Planning and Scheduling Coordinators.
• Optimize the ROW Access planning and scheduling process with the goal of increasing track access for preventative maintenance, corrective maintenance, and capital work, and effectively allocate personnel resources required to support those efforts.
• Assist in coordination efforts between E&M, Engineering, and Capital Division, and Construction Logistics to ensure E&M support of diversions and ongoing capital project work, including attending all coordination meetings and assisting in prioritizing work and allocating resources.
• Enforce the Authority's safety standards to ensure the safety of workers and customers.
• Remain current with the MBTA's Safety Plan as well as the position's outline of responsibilities.
• Drive a company or personal vehicle to visit work sites and to assist at emergencies and/or events as needed.
• Respond to each inquiry, whether from a customer, vendor, or co-worker, in a courteous and professional manner
• Work any and all shifts and/or locations as assigned or directed.
• Respond, either directly or through others, to emergencies twenty-four (24) hours per day, seven (7) days per week.
• 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, Discrimination, Anti-Harassment, and Anti-Retaliation policies.
• Perform related duties and projects as assigned.

Supervision

• This position will directly supervise the following staff:
  • A Supervisor and four (4) Planning and Scheduling Coordinators
  • A Supervisor and nine (9) Maintenance Control Center Clerks
  • Project Coordinators and other administrative staff

• A Bachelor's degree from an accredited institution.
• Seven (7) years of experience leading, managing, designing, and/or implementing business processes and administrative functions across organizations.
• Five (5) years of experience in people management and/or project leadership.
• Demonstrate the ability to effectively manage and motivate staff.
• Demonstrate the ability to supervise and work effectively with a diverse workforce.
• Handle sensitive and confidential information in an appropriate manner.
• Ability to travel to locations throughout the MBTA's service area.
• Valid driver’s license.

• 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.

Preferred Experience and Skills

• Experience in the following industries: Transportation, Signals and Communications, Power, Track, Construction Management
• Experience with Asset Management Systems such as Trapeze, Maximo, or similar.
• Experience leading continuous improvement initiatives and change management

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