Paratransit Operations Manager

Manager – Paratransit Operations (Manager Mobility Services) - BRTA

The Manager of Paratransit/Mobility Services is responsible for planning, managing, and optimizing specialized and flexible transit programs, including ADA paratransit, eligibility determination, and microtransit services. This role ensures compliance with ADA regulations while advancing innovative, customer-focused mobility solutions to improve accessibility, efficiency, and service quality across the transit network.

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 advocates, advisory committees, and the public.
• Represent the agency in meetings, public forums, and regulatory discussions.

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of the job. Reasonable accommodation may be requested to enable individuals with disabilities to perform the essential functions.

All roles may entail, to varying extents, the following physical demands:

• Long periods (potentially exceeding 8 hours per day) of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, repetitive hand-wrist motions, and traversing uneven surfaces;
• Exposure to both extreme heat and cold;
• Exposure to loud noises, fumes, and airborne particles;

In addition to the above demands inherent in every role, the following roles may entail unique physical demands, including:

• Operators/Drivers may work inside or outside vehicles and may operate vehicles for over 8 hours per day.
• Operations Supervisors and Managers may split their work between an office setting looking at a computer screen/electronic device and active transit field locations driving in a vehicle.
• Maintenance Employees may be exposed to toxic or caustic chemicals in a ventilated maintenance shop and may work with personal computers, laptops, electronic hand-held devices, complex electrical schematics, diagnostic software and testing devices, and other heavy machinery.
• Office Staff may work indoors in air-conditioned or well-ventilated facilities, including offices and cubicle spaces equipped with a telephone and computer and may entail typing or looking at a computer screen.

Additional Statements:

• Drug screening: Pursuant to Department of Transportation regulations, employment for safety-sensitive positions will be contingent upon passing a pre-employment drug screen and a physical examination. Keolis maintains a drug-free workplace. Employment will also be contingent upon completion of a background check consistent with applicable federal, state, and/or local laws.
• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the safest transportation company in the world.
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of our operations on the communities where we operate.
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, pregnancy status, genetic information, veteran status, gender identification, or any other status protected by applicable law. If you require a reasonable accommodation to participate in the application or interview process, please contact KTA-HR@keolisna.com. Keolis complies with federal and state disability laws and provides reasonable accommodations to qualified applicants.
• Work authorization: “Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position”
• Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.