Director of Maintenance Operations

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, and culture. 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.

Job Summary

The Director of Maintenance Operations position will lead teams within the Engineering and Maintenance Division responsible for two primary functions: planning and resourcing of maintenance and capital work taking place on the MBTA’s property and right-of-way; and maintaining records of defects and maintenance activities within the MBTA’s enterprise asset management system. In addition, the Director of Maintenance Operations will assist the Chief and Deputy Chief of E&M in developing department-level goals and improvement plans. This includes maintaining department-level KPIs and metrics and assisting department directors in developing new business processes to drive continuous improvement.

Duties & Responsibilities

• Provide support of maintenance operations to the four functional areas of E&M: Maintenance of Way (MOW), Signals & Communications Maintenance (SCM), Power Systems Maintenance (PSM), and Stations (STATN).
• Work with the E&M Leadership team to develop annual strategy and goals for E&M and facilitate the achievement of those goals through leading continuous improvement projects and creating KPI/Metric dashboards.
• Work with E&M leadership to promote data-driven decision-making through process development, data analytics, and strategic planning.
• Work with Directors, Deputy Directors, and Project Coordinators in E&M Departments to manage continuous improvement projects enabling the department to reach its strategic goals.
• Manage daily Maintenance Control Center (MCC) operations, including service requests and work order monitoring, emergency response, and customer-facing issue resolution. Lead a team of a Supervisor and MCC Clerks.
• Transform MCC into the primary customer service interface and internal communication hub for E&M by developing skillsets and tools to enable MCC to accurately record/assign/update work orders, give status updates, and follow up on ongoing issues.
• Work with the Asset Management team to implement and optimize the new Asset Management system by facilitating data collection, reviewing business processes, and acting as a liaison between the Asset Management Team and E&M Leadership.
• Manage the Planning and Scheduling team to properly plan and coordinate to ensure operations support of track access. Lead a team consisting of a Supervisor and Planning and Scheduling Coordinators.
• Optimize the ROW Access planning and scheduling process with the goal of increasing track access for preventative maintenance, corrective maintenance, and capital work, and effectively allocate personnel resources required to support those efforts.
• Assist in coordination efforts between E&M, Engineering, and Capital Division, and Construction Logistics to ensure E&M support of diversions and ongoing capital project work, including attending all coordination meetings and assisting in prioritizing work and allocating resources.
• Enforce the Authority's safety standards to ensure the safety of workers and customers.
• Remain current with the MBTA's Safety Plan as well as the position's outline of responsibilities.
• Drive a company or personal vehicle to visit work sites and to assist at emergencies and/or events as needed.
• Respond to each inquiry, whether from a customer, vendor, or co-worker, in a courteous and professional manner
• Work any and all shifts and/or locations as assigned or directed.
• Respond, either directly or through others, to emergencies twenty-four (24) hours per day, seven (7) days per week.
• Uphold the rights and interests of the Authority while building and maintaining an effective relationship with employees.
• Assist in the management of a workforce by ensuring the fair and consistent application and strict adherence to the rules, regulations, collective bargaining agreements (if applicable), and policies of the Authority, including the EEO, Discrimination, Anti-Harassment, and Anti-Retaliation policies.
• Perform related duties and projects as assigned.
  
  
  

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

Supervision

• This position will directly supervise the following staff:
• A Supervisor and four (4) Planning and Scheduling Coordinators
• A Supervisor and nine (9) Maintenance Control Center Clerks
• Project Coordinators and other administrative staff
  
  
  

Minimum Requirements & Qualifications

• A Bachelor's degree from an accredited institution.
• Seven (7) years of experience leading, managing, designing, and/or implementing business processes and administrative functions across organizations.
• Five (5) years of experience in people management and/or project leadership.
• Demonstrate the ability to effectively manage and motivate staff.
• Demonstrate the ability to supervise and work effectively with a diverse workforce.
• Handle sensitive and confidential information in an appropriate manner.
• Ability to travel to locations throughout the MBTA's service area.
• Valid driver’s license.
  
  
  

Substitutions Include

• A High School Diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor’s degree requirement.
• An associate degree from an accredited institution with an additional three (3) years of directly related experience substitutes for the bachelor’s degree requirement.
• A master’s degree in a related subject substitutes for two (2) years of general experience.
• A nationally recognized certification or statewide/professional certification in a related field substitutes for one year of experience.
  
  
  

Preferred Experience And Skills

• Experience in the following industries: Transportation, Signals and Communications, Power, Track, Construction Management
• Experience with Asset Management Systems such as Trapeze, Maximo, or similar.
• Experience leading continuous improvement initiatives and change management
  
  
  

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
• Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
• Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required).
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.
• Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
• Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program.
  
  
  

Disclaimers and Definitions:

• General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
• Application Completion: It is each applicant’s responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history.
• Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
• Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
• Work Eligibility: All employees must be legally authorized to work in the United States and on an unrestricted basis. The MBTA does not have an employer work sponsorship program. However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply. Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
• Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
• Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
• On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
• Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
• ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or hradaaa@mbta.com .
• Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer . For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions .
• Intern / Co-Op Benefits: Employees taking part in an internship or co-op at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on the city from which the intern / co-op commutes to work, at no cost. However, no additional benefits are currently offered for interns or co-ops.