Manager – Paratransit Operations (Mobility Services) - BRTA

Manager – Paratransit Operations (Manager Mobility Services) - BRTA

Salary Range: $73k - $80k (commensurate with experience)

Knowledge and

Experience:

• Minimum 3 years' management experience in a paratransit system environment required.
• Experience with profit/ loss responsibility and accountability for safety and performance
• Bachelor's Degree or equivalent experience preferred
• Must have evidence of experience and accountability for emergency planning, incidence response and safety management in a fixed route environment.
• Union and contract negotiation experience
• Strong knowledge of ADA compliance practices.
• Well versed on Microsoft Office 365 applications
• Positive labor relation skills and knowledge; including administration of employee discipline and labor grievances.
• Must have a valid MA driver license
• Experience with paratransit scheduling software and run-cutting are desirable.

Skills:

• Work well as part of a team
• Possess excellent communication and interpersonal skills
• Fluent in English with excellent written and verbal communication skills
• Customer-focused with the ability to inspire your team with commitment and enthusiasm
• Exercise good judgment and creativity in decision-making
• Interact professionally with all levels of KTA employees, client representatives, and community members
• Must be customer-focused with the ability to inspire the team with commitment and enthusiasm
• Will have the ability to identify and solve problems in a structured and analytical way

Key Accountabilities:

Program Oversight & Operations

• Lead the daily operations and long-term planning of ADA paratransit, eligibility services, and microtransit programs.
• Ensure safe, reliable, and cost-effective service delivery aligned with agency goals and regulatory requirements.
• Monitor service performance metrics (on-time performance, productivity, cost per trip, customer satisfaction) and implement continuous improvement initiatives.

ADA Compliance & Eligibility

• Ensure full compliance with the Americans with Disabilities Act (ADA) and applicable federal, state, and local regulations.
• Oversee ADA eligibility certification processes, including application review, functional assessments, appeals, and recertifications.
• Develop and update policies and procedures for eligibility determination to ensure fairness, consistency, and regulatory alignment.
• Act as a subject matter expert on ADA paratransit requirements.

Microtransit/ Community Shuttle & Innovative Mobility

• Monitor and lead daily performance of Microtransit/ Community Shuttle services.
• Evaluate emerging mobility technologies and service models to enhance service coverage and efficiency.
• Monitor pilot programs and recommend expansion, modification, or sunset strategies based on performance data.

Customer Experience

• Oversee the Agency Customer Service/ Platform Ambassador program to ensure high quality customer service, community outreach and travel training.
• Promote a customer-centric service approach focused on accessibility, equity, and high-quality service delivery.
• Oversee handling of customer feedback, complaints, and service recovery strategies.
• Ensure communications and services are accessible to riders with disabilities and diverse needs.

Financial Management & Strategy

• Develop and manage budgets for paratransit, eligibility, and microtransit programs.
• Identify cost containment strategies while maintaining or improving service quality.
• Support grant applications, reporting, and compliance for federal and state funding programs.
• Analyze service trends and forecast demand to support strategic planning.

Staff Leadership & Development

• Supervise and mentor staff, including the ADA Coordinator and operations personnel.
• Foster a collaborative, inclusive, and high-performance team environment.
• Establish clear performance goals and provide regular feedback and professional development opportunities.

• Lead the Union relationship by understanding and monitoring compliance to the ratified CBA.
• Manage union relationships to be productive and enable win-win outcomes
• Other duties as assigned

Stakeholder Engagement

• Collaborate with internal departments, regional partners, and community organizations.
• Serve as a liaison to disability…