Director of Administration & Business Processes - Light Rail Transportation

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 Director of Administration and Business Process position will develop and manage all support services required for Light Rail Transportation to effectively provide safe and reliable service on the Green and Mattapan lines. The Director is responsible for designing, developing, implementing, and leading business process improvement projects for Light Rail Transportation, including budgeting, staffing, hiring, workforce development, safety, service, customer complaints, and training.

This role will report to the Senior Director of Light Rail Transportation and assist in developing department-level goals and improvement plans, including the creation and maintenance of department-level KPIs and metrics. This includes assisting Light Rail management and leadership in developing and refining business processes to facilitate continuous improvement.

Duties & Responsibilities

• Focus on Light Rail Operations’ process development, data analytics, and strategic planning to improve decision-making.
• Work with Sr. Director of Light Rail to modernize the Light Rail data analytics and management review processes to improve service and system safety.
• Lead in developing a strategy to define key performance indicators (KPIs) for Light Rail with clear definitions, milestones, and metrics.
• Lead the process for Light Rail Transportation leadership to develop, track, and make resource allocation decisions for the annual budget.
• Review existing processes (safety, business, etc.) to determine efficacy and propose changes where appropriate and propose and lead changes where appropriate.
• Develop audits of safety processes as well as other business processes to be implemented by Light Rail management staff and monitor audits to ensure compliance.
• Work with Directors, Superintendents, Supervisors, Senior Director, and Executive Director to manage continuous improvement projects enabling the department to reach its strategic goals.
• Develop, implement, and continuously improve workforce plan for Light Rail, coordinating with Workforce Planning department, Human Resources, and other Operations Leadership.
• Coordinate with Training School to deliver track training for Light Rail employees, ensuring safety-critical training is scheduled and provided in a timely manner.
• Coordinate with Workforce Planning Department to ensure employee hiring processes, onboarding, and performance management are executed accordingly.
• Support the management and delivery of effective, on-time completion of departmental and functional key initiatives, programs, and policies.
• Prepare project-related correspondence, reports, charts, and presentations utilizing Microsoft Word, Excel, Tableau, and PowerPoint.
• Coordinate with other operating and administrative departments as needed.
• Perform all other duties and projects that may be assigned.

Supervision

• Will oversee a manager, a project coordinator, and an administrative analyst.

Minimum Requirements & Qualifications

• A Bachelor's degree from an accredited institution.
• Seven (7) years full-time (or equivalent part-time) experience leading, managing, designing, and implementing business processes, continuous improvement, data analytics, and project management across organizations
• Five (5) years of supervisory experience leading cross-functional teams, overseeing program administration, and/or managing large-scale projects.
• Demonstrated proficiency in business intelligence tools such as Tableau, Power BI, etc.
• Excellent organizational, analytical, confidentiality, multi-tasking, time management, interpersonal, and relationship-building skills.
• Ability to pass background screenings and the MBTA's drug and alcohol screening.
• Handle sensitive and confidential information in an appropriate manner.
• Ability to travel to locations throughout the MBTA's service area.
• Proficiency with Microsoft Office suite.
• Proven track record of collaboration, transparency, and problem-solving skills.

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 degree from an accredited institution with 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

• Two (2) years of full-time (or equivalent part-time) experience in the transit industry

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.