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, and sustainability and 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.

The Contract Performance and Program Manager will be responsible for the overall performance of paratransit contracts and oversight of associated vendors, including a centralized call and control center provider (The RIDE Access Center or TRAC), multiple paratransit service providers, and an eligibility determination provider. The Contract Performance and Program Manager will work with the Process Improvement, Contract Performance, and Operations teams to monitor contractor performance and compliance and to develop and implement improvements. The Contract Performance and Program Manager will also have regular contact with the RIDE's Innovation, Communications, and other team members as they collaborate on the enhancement of current service and the implementation and integration of new initiatives and services.

*    Drives continuous improvement in customer satisfaction, cost control, and risk mitigation through a process of performing root cause analysis, developing performance improvement solutions, implementing corrective action plans, and monitoring results.
*    Serves as a project manager for cross functional projects that impact the vendors; developing project plans, communication materials, and deliverables in support of projects.
*    Develops strategic partnerships and strong relationships with vendors and internal M BTA resources to drive overall contract performance.
*    Manages contractor performance by monitoring service levels and KPls, leading regular performance evaluations and discussions with contractors, ensuring excellent business processes, and working collaboratively with contractors to identify and execute on opportunities for growth and improvement.
*    Leads vendor governance activities, including, but not limited to monthly leadership meetings, quarterly business reviews, and yearly business planning and cost forecasting meetings.
*    Acts as a change agent by influencing vendors to take actions to improve performance.
*    Develops deep insights and presentation-quality reporting from data analysis to better understand the RIDE's vendor relationships and overall operational performance.
*    Perform all other duties and projects that may be assigned.

Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.

Physical Demands and Working Conditions
*    The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
*    Available to work all shifts and locations as assigned or directed.
*    Available to work as per assignment by the MBTA twenty-four (24) hours per day, seven (7) days per week as directed by supervisory staff for severe weather conditions, emergencies or any other circumstances that may potentially impact service or the safety of service.
*    Have the ability to work any and all shifts and/or locations assigned or directed.

Supervision
*    None

*    BS/BA degree in Business, Management, Economics from an accredited institution or related field 
*    Five (5) years of full-time, or equivalent part-time, professional experience in project management program management, contract management, and/or related field
*    One (1) year supervisory/ lead experience.
*    Advanced proficiency in the Microsoft Office suite, emphasis on Excel and PowerPoint, with ability to pass a pre-qualification exam in Excel and PowerPoint
*    Strong project management background with extensive experience with one or more of the following software packages: Trello, Asana, Wrike, Airtable, Height, or similar
*    Contract and vendor management experience.
*    Knowledge of strategic planning, fiscal management, and budgeting practices and standards
*    Effective organizational, analytical, time management, interpersonal and multitasking skills
*    Ability to make sound decisions under pressure; handle sensitive and confidential information in an appropriate manner.
*    Excellent customer service, communication, and conflict resolution skills
*    Ability to provide internal and external customers with a courteous and professional experience.
*    Applicants must have the ability to travel to locations throughout the MBTA's service area at any time of day. Modes of transportation are discretionary and the responsibility of the applicant i.e. Ride Share, Public Transportation, Arranged Drop-off Services etc.
*    Ability to work a hybrid schedule that currently requires an in-office presence of 3-days a week.

*    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 an additional three (3) years of directly related experience substitutes for the bachelor's degree requirement.
*    A master's degree in a related subject substitute 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
*    Master of Business Administration or Master of Public Administration
*    Experience with Paratransit, Public Transit, and/or Transportation.
*    Experience with Lean, Six Sigma, or other process improvement techniques.
*    Experience with managing a call center, contract call center, and/or contract transit services.

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English
• Ability to provide internal and external customers with courteous and professional experiences
• Ability to work effectively independently and as part of a 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 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 medical Clinic screening, potentially including a 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

Disclaimers and Definitions:

1. 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.
2. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
3. 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.
4. Work Eligibility: Although the MBTA is an Equal Opportunity Employer, all employees must be legally authorized to work in the United States for any employer and on an unrestricted basis (the MBTA does not sponsor non-US citizens). However, if you have an unrestricted work authorization, or sponsored by a separate entity, you are welcome to apply for open positions. International students taking part in CPT / STEM / OPT programs through a university are eligible for internships and co-ops with the MBTA. In compliance with federal law, all persons hired will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
5. 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.
6. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
7. 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.
8. 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.
9. 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 hradaaa@mbta.com.
10. 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.