MBTA Operations Manager

Job description

Leadership & Team Oversight: - Directly oversee and mentor a team of Operations Supervisors, providing coaching, performance feedback, and day-to-day guidance to ensure operational excellence. - Provide leadership and strategic direction to Transit Ambassadors, fostering a culture of professionalism, accountability, and community service. - Conduct regular field visits across MBTA stations and transit corridors to observe operations, support staff, and assess program effectiveness. - Lead by example, this role requires consistent field presence alongside your team, demonstrating the standards and conduct expected of all program staff. - Manage staff scheduling, deployment plans, and coverage to ensure consistent and effective ambassador presence across assigned MBTA locations. Community Impact & Rider Experience: - Champion the mission of improving the rider experience across the MBTA system, ensuring Transit Ambassadors are a visible, positive, and helpful presence for all riders. - Monitor and evaluate rider feedback, program data, and field observations to continuously improve service delivery. - Serve as an escalation point for complex rider interactions, community concerns, an...