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.
Job SummaryResponsible for managing functions within the in-station customer care service provider operation that ensures service quality and performance that meets MBTA standards, including, but not limited to adherence to pertinent MBTA policies and procedures and Operations Rulebook regulations. Manages logistics for new hire station deployments and special events. Conducts field monitoring and research and investigations to resolve customer/stakeholder issues.
Duties & Responsibilities

• Assists Deputy Director, In-Station Customer Services Operations, with day-to-day oversight of the third party in-station customer care service provider operation as point of contact for MBTA Operations and contractor regarding all operational issues, including reporting procedures, medical emergencies, planned and unplanned service disruptions, and implementation of Standard Operating Procedures.
• Must be available to respond to page/text/call during scheduled contractor hours, Monday through Sunday.
• Manage the intake, prioritization, and investigation of contractor-related issues/incidents received via external stakeholders and various media sources including HEAT, Twitter and internal sources. Provide findings to the Issue Resolution Team for follow-up with the customer/stakeholder.
• Request CCTV video footage of incidents with the potential to trigger future legal claims before it is archived (within 30 days of incident).
• Assist with preparation for major program in-station launches – safe lockbox installation and dissemination of MBTA keys, radios and tap passes; maintain an inventory of all MBTA-issued items.
• Assist during special events to ensure adherence to the communication process and operational requirements.
• Perform random field visits to ensure in-station contracted staff are adhering to Operations policies, procedures, and special orders during regular operations, planned and unplanned service disruptions, and states of emergency.
• Assist with preparation for major program in-station launches – safe lockbox installation and dissemination of MBTA keys, radios and tap passes; maintain an inventory of all MBTA-issued items.
• Assist during special events to ensure adherence to the communication process and operational requirements.
• Perform random field visits to ensure in-station contracted staff are adhering to Operations policies, procedures, and special orders during regular operations, planned and unplanned service disruptions, and states of emergency.
• Act as liaison between Customer & Employee Experience and other internal departments.
• Serve as rotating point of contact on Operations weekend duty on-call schedule and Emergency Operations Center activations for severe weather events and emergencies.
• Monitor in-station contracted employees via CCTV to ensure customer and employee safety.
• Assist with making data driven decisions regarding staffing changes and repositioning to improve the in-station customer experience.
• Assist with the review of monthly contractor operating and capital invoices and associated backup for payment processing by Vendor Management.
• Intake and processing of additional staffing support requests to support planned/unplanned diversions/special events and coordination with contractor for hiring.
• Coordinate and communicate with internal departments to exchange information related to incident/legal investigations, contract implementation and contracted personnel in a timely and accurate manner, including but not limited to Legal, Safety, TPD, OCC, SWA, Radio Communications, Vendor Management and Security & Emergency Management.
• Supervise the Field Coordinator team to ensure that on-site field monitoring is taking place and all internal/external customer complaints are investigated and resolved in a timely manner.
• Have the ability to work any and all shifts and/or locations 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.
• Perform all other duties and projects that may be assigned.

Supervision

• Customer and Employee Experience other staff as needed.

Additional responsibilities may include a focus on one or more departments or locations. See applicable addendum for department or location-specific functions. Minimum Requirements & Qualifications

• Bachelor’s degree from an accredited institution.
• Five (5) years of experience in contract management and/or customer service.
• One (1) year supervisory/lead experience.
• Very strong leadership, interpersonal and communication skills.
• Effective organizational, analytical, confidentiality, multi-tasking, time management skills.

Substitutions IncludeSubstitutions

• 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

• Two (2) years supervisory, management, and/or leadership experience.
• Very strong working knowledge of MBTA Operations policies, procedures, and safety requirements.
• Experience working in a large public transit organization.
• Bilingual or multilingual skills.

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:

• 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 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: 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.
• 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 hradaaa@mbta.com .
• 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 .