Zero Fare Program Operations Manager

Company Description

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What we offer

• Impact - The work you do here matters to millions. 
• Growth - Philadelphia is growing, why not grow with it? 
• Diversity & Inclusion - Find a career in a place where everyone belongs.
• Benefits - We care about your well-being.

Agency Description

The Managing Director’s Office (MDO) works in coordination with individual operating departments to implement the Mayor’s vision and deliver efficient, effective, and responsive public services to every neighborhood in Philadelphia.  MDO plans, coordinates, and implements major strategic initiatives that involve multiple departments. The MDO leadership provides strategic oversight and support for the Philadelphia Police Department (PPD), Philadelphia Fire Department (PFD), Department of Prisons (PDP), Department of Licenses and Inspections (L&I), and the Office of Emergency Management (OEM), as well as administrative support to the independent Citizens Police Oversight Commission (CPOC). MDO supports five operational clusters: Community Services, Criminal Justice and Public Safety (CJPS), General Services, Arts & Events (GSAE), Health and Human Services (HHS), Transportation, Infrastructure and Sustainability (OTIS).

Job Description

The Managing Director’s Office has responsibility for managing high priority initiatives that cut across multiple agencies and affect the lives of tens of thousands of the City’s most vulnerable residents. The Zero Fare Operations Manager will serve as a key team member for the Zero Fare pilot program, a 2-year pilot program that provides free all system SEPTA passes to Philadelphians near or below the poverty level.  

The Zero Fare Operations Manager reports to the Director of the Zero Fare Program with strong collaborators in the Office of Transportation, Infrastructure, and Sustainability (OTIS), the MDO Policy Unit, Office of Community Empowerment, and external partners including SEPTA and community based organizations. The Zero Fare Operations Manager will provide oversight to the day to day operations of the zero fare program, including customer service, enrollment management, outreach, and fulfillment.  The Zero Fare Operations Manager will assist the Director in maintaining relationships with internal and external program partners, and will convene regular meetings to ensure proper communication flow.

Essential Functions

• Overseeing the day to day operations of the Zero Fare Program, including enrollment management, tracking of usage, customer service and fulfillment of cards.
• Managing relationships with operational program partners and stakeholders, including convening, agenda setting, managing meeting follow-up, elevating concerns to the Program Director
• Developing training and refresher courses on customer service, as it relates to the Zero Fare Pilot and the process for daily operation.
• Coordinating a communication and outreach strategy around the Zero Fare Pilot Program, including maintaining communication with City departments, the Mayor’s Office, program partners. This will include coordinating with the Communications lead on the City’s response to media inquiries, including coordination with the OTIS Communications Coordinator.
• Identifying opportunities to improve program design, process and performance and further align the pilot with its programmatic goals and connections to other anti-poverty programs.
• Coordinating with the Data and Evaluation manager on program participant database and program evaluation, including the development of reports.
• Coordinating beta testing process within the City and across partners.
• Other duties as assigned.

Competencies, Knowledge, Skills and Abilities

• Rigorous: Driven by thoughtful, quality, and detail-oriented processes, project output, and client/team interactions.
• Organized: Demonstrate