Director of System Performance & Analysis

About the role

The Director of System Performance & Analysis in the Office for Transportation Access (OTA) will own the full lifecycle of all contracts for The RIDE (the MBTA’s paratransit service), from initial scoping and specification, through procurement, into contract administration and performance management. This position will also oversee analytical and process improvement work, as well as fiscal management and budget oversight responsibilities.

Responsibilities

• Manage a team responsible for contract administration and procurement, budget management, performance monitoring, data analysis, and continuous improvement across The RIDE.
• Drive OTA’s continuous improvement projects to optimize operations and service through organizational performance indicators, scorecards, and dashboards related to service quality and performance.
• Work with MBTA Procurement and Legal teams, lead the development, procurement, and management of paratransit contracts, ensuring compliance with contract obligations and adherence to state and federal requirements.
• Develop and implement a strong program monitoring and evaluation plan consistent with existing contractual frameworks, ensuring adherence to procurement integrity, agency standards, and internal procedures in all aspects of paratransit service delivery.
• Guide the team’s use of a range of data analysis techniques to evaluate the effectiveness of service and identify potential areas for improvement. Shape data analytics strategy and leverage data to understand problems, solicit ideas, and drive process improvement.
• Ensure all processes are adequately documented and maintained, and implement a system to manage documentation.
• Formulate strategies for the resolution of contractual performance issues, including improvement plans, risk assessment, and mitigation strategies.
• Direct the team’s oversight of vendor spending and adherence to budget and contractual requirements, and participate in developing financial projections and departmental budgets.
• Collaborate with cross-departmental teams to identify methods to collect and analyze indicators.
• Perform all other duties and projects that may be assigned.

Requirements

• Bachelor's degree from an accredited institution.
• Seven (7) years of professional experience.
• Five (5) years of supervisory and/or management/lead experience.
• Advanced proficiency in the Microsoft Office suite, with emphasis on Excel and PowerPoint.
• Demonstrated organizational, analytical, time management, interpersonal, and multi-tasking skills.
• Excellent communication (oral and written) and presentation skills with the ability to influence people at all levels of the organization, both vertically and horizontally.
• The ability to supervise and work effectively with a diverse workforce.
• Strong customer service skills and conflict resolution skills.
• Proven ability to coordinate cross-functional efforts to develop and implement process improvement with multiple key internal and external stakeholders.
• Commitment to MBTA's diversity and inclusion goals.
• 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.
• 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.

Qualifications

• Experience with public procurement, budget administration, and/or contract/vendor management.
• Experience managing and/or measuring contract or project performance.
• Experience with process improvement, business process reengineering, change management, or related roles, with a track record of success.
• Experience in public transportation.
• Certification(s) in project management or process improvement methodologies, such as Agile or Six Sigma.

Skills

• Experience with public procurement, budget administration, and/or contract/vendor management.
• Experience managing and/or measuring contract or project performance.
• Experience with process improvement, business process reengineering, change management, or related roles, with a track record of success.
• Experience in public transportation.
• Certification(s) in project management or process improvement methodologies, such as Agile or Six Sigma.