MBTA
The Director of Bus Operations is a strategic and operational leader responsible for overseeing all assigned bus transportation activities, ensuring the delivery of safe, reliable, and customer-focused service. In addition to managing day-to-day operations and field activities, the Director plays a key role in advancing special initiatives that shape the future of transit service. This includes leading safety enhancement initiatives, employee skill development programs, and training program strategies, and supporting the planning and implementation of new capital projects. The Director will also collaborate across departments to evaluate and integrate emerging technologies that improve service delivery, operational efficiency, and the rider experience.
Reporting to the Chief Transportation Officer - Bus, the Director will serve as a key decision-maker during service disruptions and emergencies and will represent the CTO as needed. This role requires a forward-thinking leader with a strong operational foundation, a commitment to continuous improvement, and the ability to drive innovation in a dynamic transit environment.
- Responsible for ongoing enhancement of customer experience through the oversight and direction of all field activities within their jurisdiction.
- Assist in establishing annual service delivery goals for assigned Bus division(s) and work with the various Authority departments to ensure necessary staffing, equipment, and infrastructure are available to meet all established goals.
- Develop and execute strategies to enhance safety, service reliability, and the overall customer experience.
- Coordinate with the Operations Training School to ensure staff receive required training and certifications aligned with emerging trends, operational needs, and performance analysis.
- Partner with the Technology Innovation Department (TIO), Workforce Modernization Planning (WMP), and other teams to evaluate, implement, and operationalize new technological tools.
- Support the implementation of new Bus Operations capital projects.
- Drive employee coaching and professional development programs to empower staff and support growth and performance.
- Supervise and support Superintendents and frontline staff to ensure consistent, high-quality service delivery.
- Review existing processes (safety, business, etc.) to determine efficiency and propose changes where appropriate.
- Serve as acting Chief Transportation Officer - Bus during absences and represent the CTO in meetings and presentations.
- Collaborate with maintenance and Operations Control Center (OCC) to resolve service disruptions.
- Monitor key performance indicators (KPIs) and implement mitigation plans to address service gaps.
- Investigate service delivery failures and oversee the implementation of corrective actions.
- Participate in the development and management of the department's annual budget and ensure fiscal accountability.
- Oversee recruitment, selection, and onboarding of department personnel.
- Ensure compliance with Authority policies, safety standards, and collective bargaining agreements.
- Maintain and protect all equipment, inventory, and facilities under departmental control.
- Foster positive labor relations while upholding management rights and organizational goals.
- Respond professionally to inquiries from customers, vendors, and internal stakeholders.
- Drive to work sites and emergencies as needed and work flexible shifts as required.
- Perform all other duties and projects that may be assigned.
Supervision
- Supervise, through Superintendents and Supervisors, all transportation and associated persons responsible for service provision within their jurisdiction.
Qualifications
- A Bachelor's degree from an accredited institution.
- Seven (7) years of experience in transportation operations.
- Five (5) years of experience supervising in transportation operations.
- Two (2) years of experience in MBTA operations.
- Familiarity with Bus Transportation Operations.
- Experience at the Director, Deputy Director, or Superintendent level.
- Effective interpersonal, analytical, quantitative, writing, multi-tasking, organizational, and time management skills while ensuring confidentiality.
- Demonstrated proficiency in business intelligence tools such as Tableau, Power Bl, etc.
- Proficiency with the Microsoft Office suite.
- The ability to communicate effectively and present to a diverse group of stakeholders, customers, employees, and vendors, by using excellent customer service and conflict resolution skills.
- The ability to provide internal and external customers with a courteous and professional experience.
- Have the capability to work any and all shifts at locations as assigned or directed.
- Be available to work twenty-four (24) hours per day, seven (7) days per week.
- Ability to supervise and work effectively in a diverse workforce.
- A valid driver's license without infractions and in accordance with the M BT A's policy.
Alternate Experience
- 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's degree from an accredited institution, and 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 MBTA Transportation Operations.
- Seven (7) years of experience at the M BTA.
- Five (5) years of supervisory experience at the MBTA.
- Experience in Bus Operations.