Program Manager, Demand Response Contracts

Do you want to help the community and use your program management skills?

WHO WE'RE LOOKING FOR

The Program Manager, Demand Response Contracts reports directly to the Director, Demand Response Contract Oversight and Compliance. The Program Manager is responsible for contractor oversight of performance, compliance, reporting and payment of all demand response services provided by third party contractors with a focus on contract management and quality assurance/quality control. These responsibilities include MetroAccess pickup, overflow service providers, and other demand response and innovative mobility programs that are operated within the division.

WHAT YOU'LL BE DOING

Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.

• Develop and administer contract compliance monitoring plans and prepare monthly contract monitoring reports.
• Monitor and evaluate service provider performance in accordance with contractual requirements and operational directives.
• Supervise staff to ensure proper contract oversight activities are assigned, completed, and adjusted, as needed.
• Ensure service providers develop actionable corrective action plans for areas of deficiency; monitor and report progress to ensure all deficiencies are resolved.
• Perform audits of service provider records, as needed, to ensure contract compliance.
• Review invoices from service providers for accuracy and authorize for payment compliant with the contract, including assessment of applicable penalties, incentives, or damages.
• Monitor and evaluate internal operations as needed with a focus on customer service and overall operational coordination between all functional areas.
• Review contracts for opportunities for improvement and develop ways to improve the efficiency of the service; identify service needs and work with CapMetro and service providers to evaluate and adjust service for maximum efficiency and cost effectiveness.
• Assist with the development of service provider budgets.
• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.
• Develop and/or update emergency processes and procedures.
• Perform other duties as required and/or assigned.

WHAT YOU BRING

• Bachelor’s degree in management or related field. Related experience may be substituted on a year-to-year basis up to four (4) years.
• Five (5) years of progressively responsible management experience; transit or transportation industry preferred.
• Two (2) years of contract management experience preferred.

Knowledge, Skills and Abilities:

• Excellent communication skills including ability to listen and provide feedback, to communicate goals and objectives within a team environment, and to build relationships for trust and respect.
• Excellent management skills including ability to hold others and self-accountable, to make difficult decisions, when necessary, to focus on results, to analyze data, and to plan, develop, and implement formal work plans.
• Knowledge of basic management strategies and project coordination.
• Must have excellent oral and written communication skills with the ability to effectively communicate with students, staff, and contractors; and the ability to handle daily challenges and adjust to adversity.
• Must have excellent problem-solving abilities, organization, coaching, and facilitation presentation skills.
• Must possess excellent interpersonal skills and be customer oriented.

Cross Functional Service Impacts Team Member

This position is identified as a member of the Cross Functional Service Impacts Team . As a member of this team, the person in this position may be responsible for attending quarterly meetings where Tier 3 and 4 Service Impacts, all CapMetro Service Changes, and all other large, customer facing projects at CapMetro, will be discussed. This team will be responsible for ensuring that all facets of our business, both internal and external, are considered and managed effectively, to provide the greatest service possible to our customers. In rare instances, this will require working outside of normal business hours.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature. Incumbent must be able to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use and horizontally. Must be able to use a telephone or headset equipment. Incumbents must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions. Reasonable accommodation may be made to enable individuals with disability to perform the essential functions as previously described.

Mobility Status:

As a Stationed position, the incumbent is expected to be assigned an individual workspace. Expected to work in the office 4 days a week. This role is based in Austin, Texas and requires relocation to the Austin, Texas area prior to start date.

WHAT’S IN IT FOR YOU

• Share in meaningful work with diverse, collaborative and innovative teams whose focus is to modernize public transportation and improve how we serve our customers and team members.

• Utilize our free and reduced fare transit service to get to the office and then plan to hit the gym and work with our onsite trainers (for free), before heading back home.

• Improve your productivity and enhance your work/life balance by taking advantage of one of our flexible work options.

…and much more!

WHAT YOU SHOULD KNOW

CapMetro is deeply committed to building a workplace where inclusion is not only valued but prioritized. We are proud to be an equal opportunity employer and committed to creating a welcoming and diverse environment. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. We encourage people with disabilities and from other diverse backgrounds to apply for Capital Metro vacancies. CapMetro makes hiring decisions based solely on qualifications, merit, and organizational needs at the time.