Technology and Innovation Manager

About the role

This position leads technology strategy, cross-platform governance, and operational software innovation for TRAC. The Technology and Innovation Manager (TIM) serves as the primary system owner and functional administrator for TRAC's core operational platforms (Spare, Zendesk, Five9, Slack). The role focuses on optimizing system configurations, managing data workflows, and automating processes to enhance service quality, staff efficiency, and customer experience within MBTA compliance and performance frameworks.

This role operates as an equal peer and collaborative partner to the Project Manager & Performance Improvement Specialist (PPIM). Together, they form TRAC’s core operational optimization team. While each role brings a distinct primary lens—the PPIM specializing in operational workflows and project governance, and the TIM in software platforms and digital toolsets—problem discovery, process analysis, and project execution are shared responsibilities. Either manager may identify operational inefficiencies, collaborate on root-cause analysis, and co-lead solutions.

Responsibilities

• Serve as TRAC’s primary administrator and functional owner for core operational platforms (Spare, Zendesk, Five9, Slack).
• Manage system architecture, user access controls, interface configurations, and cross-platform routing rules.
• Collaborate with MBTA IT, compliance teams, and software vendors to ensure platform security, data privacy, and HIPAA compliance.
• Lead technology roadmap planning, system upgrades, and operational software feature rollouts.
• Partner dynamically with the Project Manager & Performance Improvement Specialist (PPIM) to identify, analyze, and resolve operational bottlenecks.
• Proactively surface operational issues discovered through platform data, call center metrics, or software user feedback, collaborating with the PPIM on root-cause analysis.
• Evaluate available technology options, design software/workflow automations (e.g., automated customer notification triggers, cross-system data reconciliation tools), and lead the technical buildout of solutions.
• Maintain operational flexibility to co-lead, cross-cover, and support joint transformation projects as operational demands dictate.
• Direct cross-functional, ad-hoc project teams (internal SMEs, operations staff, vendor developers) to execute technology rollouts and continuous improvement initiatives.
• Lead the Technology & Innovation Working Group, evaluating emerging tools and prioritizing software enhancement requests across departments.
• Develop and maintain technical system documentation, SOPs, and user guides in alignment with MBTA contract deliverables.
• Maintain direct working relationships with technology vendors (Spare, Zendesk, Five9, Slack) to track support tickets, feature requests, and system updates.
• Partner with the MBTA and vendor teams to continuously refine platform configurations and user interfaces based on operational feedback.
• Ensure vendor platform capabilities remain fully aligned with contract requirements and performance expectations.
• Partner with the Service Planning Department to ensure clean, accurate data flow between dispatching, telephony, and CRM platforms.
• Configure system settings and data pipelines necessary to support KPI dashboards (OTP, productivity, handle times, blended cost).
• Validate cross-platform data integrity to support MBTA quarterly and annual performance reviews.
• Partner with the Training Department to design technical training modules and best-practice guides for operational software (Spare, Zendesk, Five9, Slack).
• Create internal user guides and onboarding modules for new technologies.

Requirements

• High School Diploma or GED required.
• Bachelor’s degree from an accredited university or 2+ years of operations experience preferred.
• 5+ years of experience in systems administration, operational technology, or SaaS platform management within a transit, contact center, or logistics environment.
• Computer literate.
• Excellent communication and listening skills.
• Must be able to work shifts or flexible work schedules as needed.
• Subject to a DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.

Preferred Knowledge, Skills and Abilities

• Proven experience administering enterprise platforms including transit dispatch software (e.g., Spare), cloud contact centers (Five9), and collaboration tools.
• Formal administrative certifications in core tools (e.g., Zendesk Administrator, Slack Certified Admin, or Google Analytics) strongly preferred.
• Lean Six Sigma Green Belt (or ability to achieve certification within 6 months).
• Formal Project Management certification (PMP, CAPM, or equivalent, or actively pursuing/ability to achieve within 6 months).
• Strong understanding of event tracking, data workflows, user interface optimization, and low-code/no-code system integrations.
• Demonstrated ability to lead cross-functional, ad-hoc project teams, collaborate seamlessly with peer managers, and translate operational goals into clear technical requirements.
• Working knowledge of data security, PII protection, and HIPAA standards within a contracted public agency environment.

Benefits

• Competitive compensation package of minimum $128,000 – maximum $134,000.
• Vacation: minimum of two (2) weeks.
• Sick days: 5 days.
• Holidays: 12 days; 8 standard, 4 floating.
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.