Manager of Dispatch Applications

At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s Core Values are built around safety, service, equity, sustainability, and culture. Each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

Job Summary

The Manager of Dispatch Applications oversees the operation, configuration, integration, and support of technologies that front-line staff use to manage transit service delivery in real-time. They will ensure that MBTA operations staff are able to effectively use bus dispatching, alerts management, real-time tracking, and other tools in their work.

This position serves as a technical manager and implementer across several Technology Innovation Department (TID) teams, including Bus Technology (Skate dispatch applications, bus CAD/AVL), Rail Technology (Glides light rail service management app, Orbit app for heavy rail), and others. This position will also work closely with colleagues in the Operations Control Center, Bus/Rail Transportation, Plans & Schedules, Information Technology, and other departments, including managers in those departments as well as front-line staff at locations across the MBTA’s system.

Duties & Responsibilities

• Partners with Operations Control Center (OCC), Bus/Rail Transportation, and various teams across the MBTA to ensure dispatchers, inspectors, and other front-line service management staff have access to high-quality dispatching and service management tools.
• Establish and implement onboarding processes to support new dispatchers, inspectors, Operations Information Officers, and other staff involved in service management.
• Diagnose and assess the root cause of technical issues and oversee the response to feedback and support requests from front-line staff, assigning activities to the relevant product teams, support teams, or vendors based on the technical nature of the problem.
• Collaborate closely with Deputy Director of Bus Technology and relevant Product, Program or Project Managers. Works with relevant Deputy Directors, Product Managers, and other colleagues to establish and monitor ongoing success metrics for dispatching applications.
• Manage (or assist in managing) vendors involved in dispatching technologies (e.g., bus CAD/AVL, on-vehicle technology vendors), including facilitating regular calls and technical site visits.
• Provide input into overall strategy for dispatching and other service management technologies (e.g., buy/build decisions, input on roadmap for internal product development teams), and help identify and surface potential additional factors that should inform long-term strategy based on proximity to vendors and familiarity with recurring technical issues.
• Become proficient in technical challenges that arise both within and outside Technology Innovation and Information Technology departments, and regularly conduct in-person visits at the Operations Control Center, carhouses, stations, and other service management locations to solicit in-person feedback from users, monitor deployments, and gather information on challenging technology problems. Participate in technical conversations with TID teams and other stakeholders such as Vehicle Maintenance and Vehicle Engineering to understand system interfaces, operational processes, and concerns.
• Establish processes with the management of the IT Helpdesk and IT Application Support team to ensure that dispatching apps have appropriate documented runbooks and other support procedures.
• Determine system dependencies and how changes in one component may affect other systems or operational workflows, then guide product teams in the planning and rollout of major new features and support product teams in user research and collaborative software design.
• Manage small hardware or software investment projects or assist in the management/execution of larger projects.
• Build strong relationships with peers and staff in MBTA Operations and other partner departments to ensure that the Authority’s technology investments are aligned with the needs of front-line staff and other operations users.
• Coordinate team responses to competing requests, priorities, and strategic initiatives.
• Is available on-call to respond to emergencies outside of normal business hours (as part of a rotating on-call schedule).
• Respond to each inquiry, whether from a customer, vendor, or co-workers in a professional and courteous manner.
• Uphold the right and interest of the Authority while building an effective relationship with employees.
• Assists 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, Anti-Discrimination and Anti-Harassment and Anti-Retaliation policies.
• Perform all other duties and projects that may be assigned.

Supervision

• Directly supervises one (1) analyst.

Minimum Requirements & Qualifications

• A Bachelor’s degree or equivalent from an accredited institution in Transportation Planning, Computer Science, Engineering, Economics, Urban Planning, Data Science, Public Administration, or a related field.??
• Five (5) years of full-time professional experience in Technology, Transportation Operations, and/or Transportation Scheduling and Planning that includes implementing, administering, or supporting technology systems through software configuration, data analysis, coding, system integration, or execution of highly technical/complex user responsibilities.
• One (1) year of supervisory, managerial, and/or leadership experience.
• Effective organizational, analytical, time management, interpersonal and multi-tasking skills.
• Excellent customer service skills, with a proven ability to build trusted relationships with clients, internal business customers, or external customers (e.g., riders).
• Excellent communication and presentation skills with ability to influence people at all levels of the organization, both vertically and horizontally, as well as outside the organization.

Substitutions Include

• 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 (1) year of experience.

Preferred Experience and Required Skills

• Extensive experience with complex transit technology systems such as Hastus or other operations platforms.??
• Experience with product or project management practices in a technology company or civic technology context.
• Experience managing vendors or outside consultants.
• Demonstrated ability to develop and launch a public or private program, initiative, or venture.
• Experience in the mobility/transportation space or with transit data.
• Consulting or management experience.
• Public procurement experience.

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
• Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
• Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required).
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.
• Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
• Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program.

Disclaimers and Definitions:

• General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.

• Application Completion: It is each applicant’s responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history.

• Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.

• Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.

• Work Eligibility: All employees must be legally authorized to work in the United States and on an unrestricted basis. The MBTA does not have an employer work sponsorship program. However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply. Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.

• Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.

• Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.

• On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.

• Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.

• ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or [email protected].

• Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer. For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions.

• Intern / Co-Op Benefits: Employees taking part in an internship or co-op at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on the city from which the intern / co-op commutes to work, at no cost. However, no additional benefits are currently offered for interns or co-ops.