Director of System Performance & Analysis

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, sustainability, culture, and accessibility, 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 Director of System Performance & Analysis in the Office for Transportation Access (OTA) will own the full lifecycle of all contracts for The RIDE (the MBTA’s paratransit service), from initial scoping and specification, through procurement, into contract administration and performance management. Responsibilities will also include overseeing analytical and process improvement work, as well as fiscal management and budget oversight responsibilities.

This position will work closely with other senior members of The RIDE’s leadership team to evaluate and identify risks and opportunities to support and define strategic decision-making and policy.

• Manage a team responsible for contract administration and procurement, budget management, performance monitoring, data analysis, and continuous improvement across The RIDE.
• Drive OTA’s continuous improvement projects to optimize operations and service through organizational performance indicators, scorecards, and dashboards related to service quality and performance.
• Work with MBTA Procurement and Legal teams, lead the development, procurement, and management of paratransit contracts, ensuring compliance with contract obligations and adherence to state and federal requirements.
• Develop and implement a strong program monitoring and evaluation plan consistent with existing contractual frameworks, ensuring adherence to procurement integrity, agency standards, and internal procedures in all aspects of paratransit service delivery.
• Guide the team’s use of a range of data analysis techniques to evaluate the effectiveness of service and identify potential areas for improvement.
• Shape data analytics strategy and leverage data to understand problems, solicit ideas, and drive process improvement.
• Ensure all processes are adequately documented and maintained, and implement a system to manage documentation.
• Formulate strategies for the resolution of contractual performance issues, including improvement plans, risk assessment, and mitigation strategies.
• Direct the team’s oversight of vendor spending and adherence to budget and contractual requirements, and participate in developing financial projections and departmental budgets.
• Collaborate with cross-departmental teams to identify methods to collect and analyze indicators.
• Direct and monitor consultant efforts on studies, efforts, and plans related to the delivery of service.
• Perform all other duties and projects that may be assigned.

Additional responsibilities may include a focus on one or more departments or locations. See applicable addendum for department or location-specific functions.

• This role will supervise a team of four (4) to eight (8) staff members.

• Bachelor's degree from an accredited institution.
• Seven (7) years of professional experience.
• Five (5) years of supervisory and/or management/lead experience.
• Advanced proficiency in the Microsoft Office suite, with emphasis on Excel and PowerPoint.
• Demonstrated organizational, analytical, time management, interpersonal, and multi-tasking skills.
• Excellent communication (oral and written) and presentation skills with the ability to influence people at all levels of the organization, both vertically and horizontally.
• Have the ability to supervise and work effectively with a diverse workforce.
• Strong customer service skills and conflict resolution skills.
• Proven ability to coordinate cross-functional efforts to develop and implement process improvement with multiple key internal and external stakeholders.
• Commitment to MBTA's diversity and inclusion goals.
• Applicants must have the ability to travel to…