Manager, Dispatch Applications

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.

The Manager of Dispatch Applications oversees the operation and support of technologies that front-line staff use to manage transit service delivery in real-time. They will ensure that MBTA operations staff are able to effectively use bus dispatching, alerts management, real-time tracking, and other tools in their work. 
 
This position spans several Customer Technology Department (CTD) teams, including Bus Technology (Skate dispatch applications, bus CAD/AVL), Glides (light rail service management app), and others. This position will also work closely with colleagues in the Operations Control Center, Bus/Rail Transportation, Plans & Schedules, Information Technology, and other departments, including managers in those departments as well as front-line staff at locations across the MBTA’s system.  

• Partners with Operations Control Center (OCC), Bus/Rail Transportation, and various teams across the MBTA to ensure dispatchers, inspectors, and other front-line service management staff have access to high-quality dispatching and service management tools. 
• Establishes and implements onboarding processes to support new dispatchers, inspectors, Operations Information Officers, and other staff involved in service management.
• Oversees the response to feedback and support requests from front-line staff, assigning activities to the relevant product teams, support teams, or vendors as appropriate. 
• Works with relevant Product Managers and other colleagues to establish and monitor ongoing success metrics for dispatching applications. 
• Manages (or assists in managing) vendors involved in dispatching technologies (e.g., bus CAD/AVL, on-vehicle technology vendors), including facilitating regular calls and technical site visits. 
• Provides input into overall strategy for dispatching and other service management technologies (e.g., buy/build decisions, input on roadmap for internal product development teams).
• Regularly conducts in-person visits at the Operations Control Center, cathouses, stations, and other service management locations to solicit in-person feedback from users, monitor deployments, or gather information on challenging technology problems.  
• Establishes processes with the management of the IT Helpdesk and IT Application Support team to ensure that dispatching apps have appropriate documented runbooks and other support procedures.
• Guides product teams in the planning and rollout of major new features and supports product teams in user research and collaborative software design.
• Manages small hardware or software investment projects or assists in the management/execution of larger projects. 
• Builds strong relationships with peers and staff in MBTA Operations and other partner departments to ensure that the Authority’s technology investments are aligned with the needs of front-line staff and other operations users. 
• Coordinates team responses to competing request, priorities, and strategic initiatives. 
• Is available on-call to respond to emergencies outside of normal business hours (as part of a rotating on-call schedule). 
• Responds to each inquiry, whether from a customer, vendor, or co-workers in a professional and courteous manner.  
• Upholds the right and interest of the Authority while building an effective relationship with employees.  
• Assists in the management of a workforce by ensuring the fair and consistent application and strict adherence to the rules, regulations, collective bargaining agreements (if applicable) and policies of the Authority including the EEO, Anti-Discrimination and Anti-Harassment and Anti-Retaliation policies.  
• Perform all other duties and projects that may be assigned.

Additional responsibilities may include focus on one or more departments or locations.   See applicable addendum for department or location specific functions.  
 
Physical Demands and Working Conditions

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Available to work all shifts and locations as 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.
• Have the ability to work any and all shifts and/or locations assigned or directed. 

Job Conditions

• 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.
• Ability to pass a Criminal Offender Record Information (CORI) check, background screening, and the MBTA’s medical requirements, including a physical examination and drug and alcohol screening. 
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting, 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). 

The above statements are intended to describe the general nature and complexity of the work being performed by staff assigned to this job, and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.

Supervision  

• May supervise a team of up to four (4) staff.

• A Bachelor’s degree or equivalent from an accredited institution in Transportation Planning, Computer Science, Engineering, Economics, Urban Planning, Data Science, Public Administration, or a related field.
• Five (5) years of full-time, or equivalent part-time, professional experience in Technology, Transportation Operations, and/or Transportation Scheduling and Planning.
• One (1) year of supervisory, managerial, and/or leadership experience.
• Effective organizational, analytical, time management, interpersonal and multi-tasking skills.
• Excellent customer service skills, with a proven ability to build trusted relationships with clients, internal business customers, or external customers (e.g., riders). 
• Excellent communication and presentation skills with ability to influence people at all levels of the organization, both vertically and horizontally, as well as outside the organization.

Substitutions Include:

• 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’s 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 Transportation Planning, Computer Science, Engineering, Economics, Urban Planning, Data Science, Public Administration, or a related field substitutes 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 

Preferences Include:

• Master’s degree from an accredited institution in Transportation Planning, Computer Science, Engineering, Economics, Urban Planning, Data Science, Public Administration, or a related field.
• Experience with product or project management practices in a technology company or civic technology context.
• Experience managing vendors or outside consultants.
• Demonstrated ability to develop and launch a public or private program, initiative, or venture.
• Experience in the mobility/transportation space or with transit data.
• Consulting or management experience.
• Public procurement experience.

Salary : $107,280 - $130,000