Massachusetts Jobs

Job Summary The RIDE is the MBTA\'s paratransit service, which provides door-to-door shared ride service to anyone who cannot use the bus or train due to a disability. As a key member of The Office for Transportation Access (OTA), which oversees The RIDE service, the Deputy Director of Innovation and Research will be responsible for developing and executing a strategy to harness innovative services, technologies, and partnerships to improve the customer experience, operational efficiency, and bottom line of The RIDE. The Deputy Director of Innovation and Research will work with the broader RIDE team and its contractors to improve service, implement new initiatives, and execute on current or planned initiatives. Duties & Responsibilities ? Develops and executes on a comprehensive innovation strategy for the Paratransit division. ? Manages a team to drive change within paratransit. ? Develops, runs, and evaluates pilots to test whether new service providers or service initiatives can improve the customer experience or reduce operating costs. ? Leads user research to understand RIDE customer experience and uses findings to create journey maps, identify broken processes, and design or re-design processes and programs. ? Supervises the development of analytical models and in-depth analyses/reports/presentations to set Paratransit\'s overall strategy and respond to senior leadership and board-level requests. ? Oversees the development, analysis, and implementation of policy changes to improve service. ? Works with external stakeholders (e.g., Contractors, customers, advocates) to analyze impact of policy changes and make any necessary adjustments through the implementation phase. ? Manages the integration of successful pilots into The RIDE\'s existing operations. ? Lays out clear strategies, budgets, and metrics to drive and track partnerships. ? Oversees the research of best practices in providing ADA and non-ADA transportation services. ? Develops and maintains strong working relationships with public, private, academic, and other companies/institutions within the rapidly evolving transportation space as well as advocates within the disability community, consumer advocacy groups, related agencies, and the Rider\'s Transportation Access Group (R-TAG) ? Collaborates with other departments to improve access efforts within the MBTA. ? Perform all other duties and projects that may be assigned. Supervision ? Supervise one to two (1-2) innovation team staff. Minimum Requirements & Qualifications ? Bachelor\'s degree from an accredited institution ? Five (5) years of full-time, or equivalent part-time, professional experience. ? Two (2) years of experience supervising and managing personnel. ? Demonstrated ability to develop and launch a public or private program, initiative, or venture. ? Advanced proficiency in the Microsoft Office suite, emphasis on Excel and PowerPoint, with ability to pass a pre-qualification exam in Excel and PowerPoint ? Effective organizational, analytical, time management, interpersonal and multi-tasking skills ? Excellent communication and presentation skills with ability to influence people at all levels of the organization, both vertically and horizontally ? Able to follow a hybrid work policy: on-site work three days per week and remote work up to two days per week. ? Ability to provide internal and external customers with a courteous and professional experience. ? Ability to travel to locations throughout the MBTA\'s service area at any time of day.