Director of Transit Operations - MBTA

Job Title: Director of Transit Operations - MBTA Transit

(Ideal candidates will have operations management experience in the transit/public transportation, or rail industry and managing a workforce of 300+ employees.)

Pay: $140 - 170K, plus annual incentive, and great benefits!

Join us in making a difference in YOUR community! Be the change you want to see in your community -- lead our team in creating a vibrant and welcoming transit experience!

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.

• Spends a significant portion of the shift collaborating with the 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 the 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 to include: job bids, grievances, terminations etc.
• Serves as the primary point of contact for 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.

• 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.
• Insurance:
  Medical with available FSA and/or HSA, Dental, Vision, Short-Term and Long-Term Disability, Life, and Accidental Death and Dismemberment, Critical Illness, and Accident.
• Other: 401K Retirement Savings Plan, 8 Holidays paid, Vacation -- 2 weeks upon hire, Birthday Pay -- After one year of service.

Our rapid growth provides endless opportunities for your long-term career, not just your next job. 68% of our management team started in another job within our company, with a vast majority starting out as an ambassador.

Don't just take it from us, here's what our colleagues think from our Fall 2024 Employee Satisfaction Survey:

• 95.2% are happy that they selected Block by Block to work with
• 91.2% of employees would recommend Block by Block to a friend or family member looking for a job
• 91.9% of employees believe their direct supervisor is approachable and supportive
• 97.6% of employees are proud of the work they do to make their communities better (safer, cleaner, friendlier)

Block by Block is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.