Technology and Innovation Manager

Technology and Innovation Manager

This position leads technology strategy, cross-platform governance, and operational software innovation for TRAC

The Technology and Innovation Manager (TIM) serves as the primary system owner and functional administrator for TRAC's core operational platforms (Spare, Zendesk, Five9, Slack). This role focuses on optimizing system configurations, managing data workflows, and automating processes to enhance service quality, staff efficiency, and customer experience within MBTA compliance and performance frameworks.

Note on Organizational Structure: This role operates as an equal peer and collaborative partner to the Project Manager & Performance Improvement Specialist (PPIM). Together, they form TRAC’s core operational optimization team. While each role brings a distinct primary lens—the PPIM specializing in operational workflows and project governance, and the TIM in software platforms and digital toolsets—problem discovery, process analysis, and project execution are shared responsibilities.

Either manager may identify operational inefficiencies, collaborate on root-cause analysis, and co-lead solutions. This flexible, team-based approach leverages their combined expertise to continuously elevate service quality and meet MBTA benchmarks.

Transdev is proud to offer:

Competitive compensation package of minimum $128,000 - maximum $134,000

Benefits include:

Vacation: minimum of two (2) weeks

Sick days: 5 days

Holidays: 12 days; 8 standard, 4 floating

Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

Key Responsibilities:

• Serve as TRAC’s primary administrator and functional owner for core operational platforms (Spare, Zendesk, Five9, Slack).
• Manage system architecture, user access controls, interface configurations, and cross-platform routing rules.
• Collaborate with MBTA IT, compliance teams, and software vendors to ensure platform security, data privacy, and HIPAA compliance.
• Lead technology roadmap planning, system upgrades, and operational software feature rollouts.
• Partner dynamically with the Project Manager & Performance Improvement Specialist (PPIM) to identify, analyze, and resolve operational bottlenecks.
• Proactively surface operational issues discovered through platform data, call center metrics, or software user feedback, collaborating with the PPIM on root-cause analysis.
• Evaluate available technology options, design software/workflow automations (e.g., automated customer notification triggers, cross-system data reconciliation tools), and lead the technical buildout of solutions.
• Maintain operational flexibility to co-lead, cross-cover, and support joint transformation projects as operational demands dictate.
• Direct cross-functional, ad-hoc project teams (internal SMEs, operations staff, vendor developers) to execute technology rollouts and continuous improvement initiatives.
• Lead the Technology & Innovation Working Group, evaluating emerging tools and prioritizing software enhancement requests across departments.
• Develop and maintain technical system documentation, SOPs, and user guides in alignment with MBTA contract deliverables.
• Maintain direct working relationships with technology vendors (Spare, Zendesk, Five9, Slack) to track support tickets, feature requests, and system updates.
• Partner with the MBTA and vendor teams to continuously refine platform configurations and user interfaces based on operational feedback.
• Ensure vendor platform capabilities remain fully aligned with contract requirements and performance expectations.
• Partner with the Service Planning Department to ensure clean, accurate data flow between dispatching, telephony, and CRM platforms.
• Configure system settings and data pipelines necessary to support KPI dashboards (OTP, productivity, handle times, blended cost).
• Validate cross-platform data integrity to support MBTA quarterly and annual performance reviews.
• Partner with the Training Department to design technical training modules and best-practice guides for…