MBTA Director of Operations
American Public Transit Association, Boston, Massachusetts, us, 02298
Job Summary
Responsible for all facets of customer service program, including but not limited to training, metrics and reporting, quality assurance, problem solving, budget management, scheduling/staffing/personnel actions and customer relations. Essential Functions
Spends a significant portion of the shift collaborating with the Deputy Director for Customer Experience and Deputy Director for In Station Services to develop and implement program-wide initiatives aimed at improving customer service, operational efficiency, and overall outcomes of the Transit Ambassador Program. Serves as the primary point of contact for MBTA Customer regarding the base contract schedule and adjustments, reporting of Station Checks, Elevator Checks, Station Access Passes, Diversion/Operations staffing requests, CORI checks, Fit for Duty evaluations, CCTV reviews, and other operational matters. Responsible for overall operational and financial performance of the Transit Ambassador Program. Acts as the primary point of contact for staffing subcontractors on matters such as staffing levels, invoice approvals, service standards. Acts as the primary point of contact for all Teamster related issues including job bids, grievances, terminations, etc. Oversees the monthly billing information, including the preparation and submission of supporting documentation. Oversees and directs uniform ordering and inventory management. Oversees and directs the work of the scheduler and administrative assistant. Applies Block by Block standard concepts, processes, practices and policies to daily operations to address local needs and concerns. Acts as a key representative of the program’s visibility while functioning as a working director, actively participating in and observing daily operational tasks within stations. Collaborates with the Deputy Directors to direct team responses during unusual situations, incidents, or emergencies within serviced stations, ensuring alignment with MBTA’s processes and policies, and prioritizing the safety of Transit Ambassadors and the public. Identifies opportunities for program improvement and evolution. Communication and Reporting
Monitors daily hours and key service-level statistics, preparing written reports as required. Maintains effective communication with a variety of stakeholders, including subordinates, Block by Block leadership assigned to the MBTA, staff members at all levels within the MBTA organization, and riders of the MBTA. Must also ensure compliance with all documentation requirements associated with the position. Block by Block is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Requirements
Educational Requirements:
High School Diploma or GED accepted, commensurate with experience. Associates/Bachelor Degree is preferred. Experience:
At least 5 years of experience in customer/client/employee relations. Collective bargaining (CBA) experience strongly preferred. Engaging and Positive Presence:
The mission for the Block by Block MBTA Ambassador program is to be friendly and engaging. Must lead by example with friendliness and with a positive attitude. Judgement and Decision Making:
Must be competent to make decisions based on information available. Communication
Must have excellent interpersonal communication skills and the ability to communicate effectively with people on all levels. Flexible Schedule:
Must have the ability to work weekends and multiple shifts as needed. Technological Skills:
Must have excellent understanding and proficiency in MS Word, MS Excel and MS Outlook as well as MBTA Radios, SMART Phones, iPads and other platforms that are proprietary to Block by Block and MBTA. Reasonable accommodations may be made to allow individuals with disabilities to perform the essential functions of the job. Physical Requirements:
May involve sitting, walking or standing for long periods of time (more than four hours a day). Occasional stretching, twisting or bending. Moderate physical activity. Requires handling of average-weight objects up to 25 pounds. Vision requirements to have ability to observe near and far. Work may involve moderate exposure to the elements, such as extreme temperatures, dirt, dust, fumes, smoke, unpleasant odors, and/or loud noises.
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Responsible for all facets of customer service program, including but not limited to training, metrics and reporting, quality assurance, problem solving, budget management, scheduling/staffing/personnel actions and customer relations. Essential Functions
Spends a significant portion of the shift collaborating with the Deputy Director for Customer Experience and Deputy Director for In Station Services to develop and implement program-wide initiatives aimed at improving customer service, operational efficiency, and overall outcomes of the Transit Ambassador Program. Serves as the primary point of contact for MBTA Customer regarding the base contract schedule and adjustments, reporting of Station Checks, Elevator Checks, Station Access Passes, Diversion/Operations staffing requests, CORI checks, Fit for Duty evaluations, CCTV reviews, and other operational matters. Responsible for overall operational and financial performance of the Transit Ambassador Program. Acts as the primary point of contact for staffing subcontractors on matters such as staffing levels, invoice approvals, service standards. Acts as the primary point of contact for all Teamster related issues including job bids, grievances, terminations, etc. Oversees the monthly billing information, including the preparation and submission of supporting documentation. Oversees and directs uniform ordering and inventory management. Oversees and directs the work of the scheduler and administrative assistant. Applies Block by Block standard concepts, processes, practices and policies to daily operations to address local needs and concerns. Acts as a key representative of the program’s visibility while functioning as a working director, actively participating in and observing daily operational tasks within stations. Collaborates with the Deputy Directors to direct team responses during unusual situations, incidents, or emergencies within serviced stations, ensuring alignment with MBTA’s processes and policies, and prioritizing the safety of Transit Ambassadors and the public. Identifies opportunities for program improvement and evolution. Communication and Reporting
Monitors daily hours and key service-level statistics, preparing written reports as required. Maintains effective communication with a variety of stakeholders, including subordinates, Block by Block leadership assigned to the MBTA, staff members at all levels within the MBTA organization, and riders of the MBTA. Must also ensure compliance with all documentation requirements associated with the position. Block by Block is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Requirements
Educational Requirements:
High School Diploma or GED accepted, commensurate with experience. Associates/Bachelor Degree is preferred. Experience:
At least 5 years of experience in customer/client/employee relations. Collective bargaining (CBA) experience strongly preferred. Engaging and Positive Presence:
The mission for the Block by Block MBTA Ambassador program is to be friendly and engaging. Must lead by example with friendliness and with a positive attitude. Judgement and Decision Making:
Must be competent to make decisions based on information available. Communication
Must have excellent interpersonal communication skills and the ability to communicate effectively with people on all levels. Flexible Schedule:
Must have the ability to work weekends and multiple shifts as needed. Technological Skills:
Must have excellent understanding and proficiency in MS Word, MS Excel and MS Outlook as well as MBTA Radios, SMART Phones, iPads and other platforms that are proprietary to Block by Block and MBTA. Reasonable accommodations may be made to allow individuals with disabilities to perform the essential functions of the job. Physical Requirements:
May involve sitting, walking or standing for long periods of time (more than four hours a day). Occasional stretching, twisting or bending. Moderate physical activity. Requires handling of average-weight objects up to 25 pounds. Vision requirements to have ability to observe near and far. Work may involve moderate exposure to the elements, such as extreme temperatures, dirt, dust, fumes, smoke, unpleasant odors, and/or loud noises.
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