Manager of Accessibility Signage and Passenger Services

Manager of Accessibility Signage and Passenger Services

Salary Range: $110,000-$125,000

• Knowledge and understanding of the Americans with Disabilities Act (ADA).
• Knowledge and understanding of applicable health, safety, and security regulations.
• Experience working in customer experience and engagement roles.

• Leadership and people management
• Problem solving and decision making
• Stakeholder management
• Strong written and verbal communication
• Ability to multitask and manage multiple projects simultaneously

• Lead the safe and efficient operation of the Passenger Assistants (PA) team
• Review and set operational standards for staff - including management of staff competence and training standards
• Manage day-to-day PA team activities, including customer engagement, crowd control, and planned and unplanned service disruption responses
• Ensure adherence to operational procedures
• Support the development of and delivery of event/change plans

• Build, maintain, and deliver the Access for All strategy/program
• Develop initiatives in collaboration with the MBTA to improve accessibility and universal design principles for all passengers
• Build maintain and deliver the customer signage and information strategy/program including but not limited to, digital customer information, schedule production, static signage and temporary information
• Build maintain and deliver the temporary information activities
• Deliver the Signature Service initiatives and embed Signature Service within the PA team
• Monitor and improve customer satisfaction metrics, investigate complaints, and drive service excellence

• Manage and motivate a team of managers, supervisors, and customer service representatives (PAs)
• Oversee staff performance, training, development, and succession planning
• Provide structure and guide management activities
• Ensure workforce engagement and adherence to HR policies
• Manage relationships with trade unions, handling relations issues proactively

• Ensure compliance with health and safety regulations, including emergency preparedness and incident management
• Own and maintain the Accessibility and PA teams risk registers
• Lead/support investigations into operational incidents, near misses, and customer safety concerns
• Manage security risks, working with law enforcement and emergency responders as required
• Maintain compliance with regulatory requirements and company policies

• Manage PA team budgets, cost controls, and financial performance
• Ensure the PA team represents value for money to the MBTA and identify opportunities for further development of PA team

• Lead the relationship with the MBTAs System Wide Accessibility (SWA) team
• Liaise with internal teams to ensure seamless station operations and accessibility standards are met
• Engage with transport authorities, emergency services, and local authorities on operational and strategic matters
• Represent the organization with the MBTA and other stakeholders as it pertains to signage information, accessibility or other customer experience concerns

• Lead information improvement projects and operational enhancements, such upgrading of signage at stations
• Liaise with wider Keolis group and champion KCS best practice or introduce accessibility initiatives from group to KCS
• Implement new technologies and digital solutions to improve efficiency
• Drive sustainability initiatives, such as energy efficiency and waste reduction/environmental materials in the production of printed materials
• Use data analytics to identify trends and optimize performance

At Keolis Commuter Services (KCS), we give every team member—and their ideas—a seat for the journey. We are a diverse team made up of different backgrounds, stories, and perspectives, which is our strength. If you’re looking for a career with a company that invests in your future, KCS is the place for you. We Imagine. We Care. We Commit!

Since 2014, Keolis Commuter Services has been entrusted with operating and maintaining the Commuter Rail network on behalf of the Massachusetts Bay Transportation Authority (MBTA). During this time, we have worked to deliver a safe and reliable service, thanks to the knowledge and dedication of our team, and our experience operating transit networks around the world. Today, we're proud of the progress we have made together to deliver a best-in-class service for the Greater Boston community.

We believe our people are what make us great. That is why we demonstrate a commitment to a safe, healthy, and inclusive culture that welcomes ideas, encourages innovation, and values belonging. Your future starts here.

• Generous Medical & Rx plan
• Dental & Vision Plan
• Railroad Retirement Benefits – a federal program that administers retirement, survivor,…