MBTA Operations Manager

$80,000 - $85,000

Leadership & Team Oversight

• Directly oversee and mentor a team of Operations Supervisors, providing coaching, performance feedback, and day-to-day guidance to ensure operational excellence.
• Provide leadership and strategic direction to Transit Ambassadors, fostering a culture of professionalism, accountability, and community service.
• Conduct regular field visits across MBTA stations and transit corridors to observe operations, support staff, and assess program effectiveness.
• Lead by example, this role requires consistent field presence alongside your team, demonstrating the standards and conduct expected of all program staff.
• Manage staff scheduling, deployment plans, and coverage to ensure consistent and effective ambassador presence across assigned MBTA locations.

Community Impact & Rider Experience

• Champion the mission of improving the rider experience across the MBTA system, ensuring Transit Ambassadors are a visible, positive, and helpful presence for all riders.
• Monitor and evaluate rider feedback, program data, and field observations to continuously improve service delivery.
• Serve as an escalation point for complex rider interactions, community concerns, and operational challenges.

Operations & Administration

• Utilize Microsoft Teams for daily team communication, scheduling coordination, and operational updates, ensuring seamless information flow across supervisors and ambassadors.
• Leverage Microsoft Outlook to manage correspondence with employees, internal stakeholders, and program partners, maintaining timely and professional communications.
• Develop and maintain operational reports, performance dashboards, scheduling spreadsheets, and data tracking tools using Microsoft Excel.
• Create professional documentation including operational procedures, training materials, incident reports, and stakeholder presentations using Microsoft Word.
• Track key performance indicators (KPIs) and prepare regular written and data-driven reports for Block By Block leadership and MBTA program contacts.
• Ensure compliance with all contractual obligations, safety protocols, and MBTA operational guidelines.

What's in it for you?

• Impact: What we do directly impacts YOUR community. You'll be at the forefront of creating a welcoming and vibrant downtown experience.
• Growth: Opportunities for professional development and career advancement.
• Team Culture: Join a positive, skilled, and dependable team where you'll create a work family, not just a schedule.
• Innovation: Lead a team of innovators to continually improve the quality of our program and visitor experience.

Key Responsibilities:

• Hiring and training a positive, skilled, and dependable team.
• Adjusting the deployment of resources to match changing needs.
• Identifying and solving problems to improve program quality.
• Procuring and managing inventory of supplies and equipment.
• Reporting outcomes through various channels (spreadsheets, Kronos Timekeeping, Budgets).
• Hands-on working management in the field to provide coaching, mentoring, and continuous training.

Ideal Candidate Traits:

• Has a solid work history with at least 5-7 years of experience.
• Has supervised a team of people.
• Outgoing, positive, and personable.
• Thrives in dynamic environments and enjoys varied tasks.
• Enjoys working outside in varying weather conditions.
• Loves interacting with people and making their day.
• Is a problem solver and innovator.
• Strong communication and narration abilities.
• Understands Quality Assurance and exceeds client and team expectations.
• Has a "do what is right" mindset with strong integrity.
• Decisive and able to make quick, effective decisions.
• Flexible and willing to work outside of a typical M-F, 9-5 schedule when necessary.

Benefits:

• Insurance: Medical with available FSA and/or HSA, Dental, Vision, Short-Term and Long-Term Disability, Life, and Accidental Death and Dismemberment, Critical Illness, and Accident.
• Other: 401K Retirement Savings Plan, Holidays -- 8 paid, Vacation -- Two weeks after one year of employment, Birthday Pay -- After one year of service.

Mission Statement: "At Block by Block we employ friendly Ambassadors to make public spaces better, which includes making them friendlier, safer and cleaner. With nearly 3,000 employees nationwide Block by Block large enough to provide lots of opportunities, but small enough to have your work noticed. Our Mission Statement is as follows: "With pride, we make public spaces friendly and vibrant for the communities we serve.""

Career Growth: Our rapid growth provides endless opportunities for your long-term career, not just your next job. 68% of our management team started in another job within our company, with a vast majority starting out as an ambassador.

Employee Satisfaction: But don't just take it from us, here's what our colleagues think from our Fall 2024 Employee Satisfaction Survey:

• 95.2% are happy that they selected Block by Block to work with
• 91.2% of employees would recommend Block by Block to a friend or family member looking for a job
• 91.9% of employees believe their direct supervisor is approachable and supportive
• 97.6% of employees are proud of the work they do to make their communities better (safer, cleaner, friendlier)"

Block by Block is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• 5 years of progressive operations, field supervision, or program management experience, preferably in transit, public space management, hospitality, security, or municipal services.
• Demonstrated experience leading supervisors and frontline teams, with the ability to motivate, develop, and hold staff accountable.
• Proficiency in Microsoft Office Suite including Teams, Outlook, Excel, and Word, with the ability to produce professional-quality reports, schedules, and communications.
• Ability and willingness to work regularly in the field across MBTA transit locations throughout Greater Boston.
• Flexibility to work variable shifts, including evenings, weekends, and holidays, to meet operational needs.
• High School Diploma Required, College or Extended Education preferred, 
• Expert Customer Service Skills -- Our entire mission is to be friendly and engaging. Must lead by example with their friendliness and with a positive attitude.
• Expert Judgement -- must be comfortable and competent in order to make decisions based on information available.
• Excellent Communication Skills

 Physical Requirements 

• Ability to walk continuously and stand for the full duration of a shift across MBTA stations, platforms, and transit corridors.
• Ability to work outdoors in all weather conditions, including extreme heat, cold, rain, snow, and ice — as operational needs require year-round, outdoor field presence.
• Ability to navigate stairs, escalators, and varied transit infrastructure environments throughout the MBTA system.
• Ability to remain alert and responsive during extended field shifts in dynamic, fast-paced environments.
• Ability to lift and carry up to 50 pounds occasionally, including operational supplies and equipment.
• Visual and auditory ability to monitor and respond to environmental conditions, rider needs, and staff communications in noisy transit environments.

We are proud to offer the following benefits:

• Insurance: Medical with available FSA and/or HSA, Dental, Vision, Short-Term and Long-Term Disability, Life, and Accidental Death and Dismemberment, Critical Illness, and Accident.
• Paid time off: Vacation, Sick Time and/or PTO (Only where required by local requirements and contract agreements), Paid Leave (only where required by law), Holidays (only where required by contract agreement), Floating Holidays (only where required by contract agreement), Birthday Pay (eligible after one year of service at most locations unless otherwise stated in CBA), Jury Duty (only where required by law).
• Bonuses: Availability of bonuses varies and is dependent on multiple factors including but not limited to: location, position and contract agreements. Employee Recognition Awards, Employee Referral Bonus Program (select positions only), Bonus Program (Operations Manager, RVP, and executive positions only).
• Other: 401K Retirement Savings Plan, Vehicle Allowance (only available for specific corporate positions, based on location and position).