MBTA Operations Manager

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, and operational challenges.

Operations & Administration

• Utilize Microsoft Teams for daily team communication, scheduling coordination, and operational updates, ensuring seamless information flow across supervisors and ambassadors.
• Leverage Microsoft Outlook to manage correspondence with employees, internal stakeholders, and program partners, maintaining timely and professional communications.
• Develop and maintain operational reports, performance dashboards, scheduling spreadsheets, and data tracking tools using Microsoft Excel.
• Create professional documentation including operational procedures, training materials, incident reports, and stakeholder presentations using Microsoft Word.
• Track key performance indicators (KPIs) and prepare regular written and data-driven reports for Block By Block leadership and MBTA program contacts.
• Ensure compliance with all contractual obligations, safety protocols, and MBTA operational guidelines.

What's in it for you?

• Impact: What we do directly impacts YOUR community. You'll be at the forefront of creating a welcoming and vibrant downtown experience.
• Growth: Opportunities for professional development and career advancement.
• Team Culture: Join a positive, skilled, and dependable team where you'll create a work family, not just a schedule.
• Innovation: Lead a team of innovators to continually improve the quality of our program and visitor experience.

Key Responsibilities:

• Hiring and training a positive, skilled, and dependable team.
• Adjusting the deployment of resources to match changing needs.
• Identifying and solving problems to improve program quality.
• Procuring and managing inventory of supplies and equipment.
• Reporting outcomes through various channels (spreadsheets, Kronos Timekeeping, Budgets).
• Hands-on working management in the field to provide coaching, mentoring, and continuous training.

Ideal Candidate Traits:

• Has a solid work history with at least 5-7 years of experience.
• Has supervised a team of people.
• Outgoing, positive, and personable.
• Thrives in dynamic environments and enjoys varied tasks.
• Enjoys working outside in varying weather conditions.
• Loves interacting with people and making their day.
• Is a problem solver and innovator.
• Strong communication and narration abilities.
• Understands Quality Assurance and exceeds client and team expectations.
• Has a "do what is right" mindset with strong integrity.
• Decisive and able to make quick, effective decisions.
• Flexible and willing to work outside of a typical M-F, 9-5 schedule when necessary.

Benefits:

• Insurance: Medical with available FSA and/or HSA, Dental, Vision, Short-Term and Long-Term Disability, Life, and Accidental Death and Dismemberment, Critical Illness, and Accident.
• Other: 401K Retirement Savings Plan, Holidays -- 8 paid, Vacation -- Two weeks after one year of employment, Birthday Pay -- After one year of service.

Mission Statement: "At Block by Block we employ friendly Ambassadors to make public spaces better, which includes making them friendlier, safer and cleaner. With nearly 3,000 employees nationwide Block by Block large enough to provide lots of opportunities, but small enough to have your work noticed. Our Mission Statement is as follows