Manager – Paratransit Operations (Mobility Services) - BRTA

About the role

The Job Details Description Manager – Paratransit Operations (Manager Mobility Services) at BRTA oversees the daily operations and long-term planning of ADA paratransit, eligibility services, and microtransit programs. This role ensures safe, reliable, and cost-effective service delivery aligned with agency goals and regulatory requirements.

Responsibilities

• Lead the daily operations and long-term planning of ADA paratransit, eligibility services, and microtransit programs.
• Ensure safe, reliable, and cost-effective service delivery aligned with agency goals and regulatory requirements.
• Maintain and improve service quality while identifying cost containment strategies.
• Develop and manage budgets for paratransit, eligibility, and microtransit programs.
• Support grant applications, reporting, and compliance for federal and state funding programs.
• Monitor service performance metrics and implement continuous improvement initiatives.
• Oversee ADA eligibility certification processes, including application review, functional assessments, appeals, and recertifications.
• Represent the agency in meetings, public forums, and regulatory discussions.
• Collaborate with internal departments, regional partners, and community organizations.
• Manage union relationships to be productive and enable win-win outcomes.
• Oversee the Agency Customer Service/ Platform Ambassador program to ensure high quality customer service, community outreach, and travel training.
• Handle customer feedback, complaints, and service recovery strategies.
• Identify and solve problems in a structured and analytical way.
• Monitor and lead daily performance of Microtransit/ Community Shuttle services.
• Evaluate emerging mobility technologies and service models to enhance service coverage and efficiency.
• Recommend expansion, modification, or sunset strategies based on performance data.
• Supervise and mentor staff, including the ADA Coordinator and operations personnel.
• Foster a collaborative, inclusive, and high-performance team environment.
• Establish clear performance goals and provide regular feedback and professional development opportunities.
• Exercise good judgment and creativity in decision-making.
• Interact professionally with all levels of KTA employees, client representatives, and community members.
• Work well as part of a team.
• Possess excellent communication and interpersonal skills.
• Fluent in English with excellent written and verbal communication skills.
• Customer-focused with the ability to inspire the team with commitment and enthusiasm.
• Exercise good judgment and creativity in decision-making.
• Interact professionally with all levels of KTA employees, client representatives, and community members.
• Must have a valid MA driver license.
• Experience with paratransit scheduling software and run-cutting are desirable.

Requirements

• Minimum 3 years’ management experience in a paratransit system environment required.
• Bachelor’s Degree or equivalent experience preferred.
• Strong knowledge of ADA compliance practices.
• Well versed on Microsoft Office 365 applications.
• Positive labor relation skills and knowledge; including administration of employee discipline and labor grievances.
• Union and contract negotiation experience.
• Valid MA driver license.

Qualifications

• Must have evidence of experience and accountability for emergency planning, incidence response and safety management in a fixed route environment.
• Experience with profit/ loss responsibility and accountability for safety and performance.
• Strong knowledge of ADA compliance practices.
• Well versed on Microsoft Office 365 applications.
• Positive labor relation skills and knowledge; including administration of employee discipline and labor grievances.
• Union and contract negotiation experience.
• Valid MA driver license.
• Experience with paratransit scheduling software and run-cutting are desirable.

Skills

• Work well as part of a team.
• Possess excellent communication and interpersonal skills.
• Fluent in English with excellent written and verbal communication skills.
• Customer-focused with the ability to inspire the team with commitment and enthusiasm.
• Exercise good judgment and creativity in decision-making.
• Interact professionally with all levels of KTA employees, client representatives, and community members.
• Must have a valid MA driver license.
• Experience with paratransit scheduling software and run-cutting are desirable.

Benefits

Salary Range: $73k - $80k (commensurate with experience)

Pay

$73k - $80k (commensurate with experience)

Schedule

N/A