Program Coordinator at Massachusetts Bay Transportation Authority – Boston, Massachusetts

The MBTA plays a central role in supporting the economic competitiveness, livability, and equity of the Greater Boston region. The MBTA has embarked on a multi-year, multi-billion-dollar effort to address deficiencies and modernize its rapid transit system. The scale of this modernization effort requires frequent suspensions of MBTA subway and commuter rail service. To meet the needs of MBTA riders during this work, particularly transit-critical populations with limited alternatives, the MBTA oversees an extensive and evolving system of alternative service options. Effective, talented leadership in delivering alternative service during suspensions will be critical to the MBTA’s success in providing quality service to our customers.

The Program Coordinator role within Operations, Planning, Scheduling & Strategy (OPSS) will be responsible for assisting the organization in ensuring safe, reliable, and accessible operations from planned rail closures or special events.

The Program Coordinator supports the team with proper administration and field support for alternative service projects. This position will work internally across MBTA planning, bus and rail transportation, operations control center, infrastructure, vehicle maintenance, safety, system-wide accessibility, procurement, and construction departments, and externally with private bus operators, municipal staff, construction staff, and traffic enforcement. Additional responsibilities will include supporting the procurement and oversight of additional bus service contracts to support the MBTA's provision of flexible or fixed-route services, and providing reporting of operations data submitted annually to the National Transit Database. The Program Coordinator will report to the Director of Contracted Bus Operations and collaborate with other team members on knowledge sharing, cross-training, and joint support for cross-division projects.

• Assist in managing and overseeing service conducted with private bus service providers, with a focus on procurement, field operations, and vendor management for rail closures and other bus service contracts.
• Assist in the execution of all planned and unplanned rail diversions in accordance with all contracts and MBTA policies and procedures.
• Assist in analysis and appraisal of monitoring expenses related to a multi-million dollar a year budget to support the Alternative Services office, including developing and implementing plans to save money while maintaining service standards.
• Prepare all required federal, state, external, and internal financial reporting; conduct analyses related to program performance; perform analysis, prepare special reports and presentations for use by department managers, senior executive management, and the MBTA Board.
• Support vendor and contract management, ensuring contractors meet all service level agreements and contractual obligations.
• Assist in the development, issue, review, and award of RFPs and RFIs, collaborating with all necessary departments.
• Prepare and coordinate all correspondence and follow-up necessary to secure curb space or street adjustments necessary for diversions with municipalities, other government agencies, and external partners.
• Assist in the negotiation of contracts, professional service amendments, and contractors' claims, payment invoices, or change orders.
• Conduct field work to observe service operations and identify mechanisms to improve service quality.
• Assist in coordinating projects with outside agencies, abutters, utility companies, and community groups who are affected by proposed construction, as required.
• Help prepare scheduled and ad-hoc reports, slideshows, graphics, maps, and other visual reports incorporating narratives and graphic data, for both online and print formats.
• Attend internal and external engagement events.
• Perform all other duties and projects that may be assigned.
• Identify ways and needs to improve data collection, presentation, automation, and streamlining.
• Respond or report to work as directed by supervisory personnel for emergencies, extreme weather conditions, or any other abnormal conditions that impair service, 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 agreement (if applicable), and policies of the Authority, including EEO Anti-Discrimination, Anti-Harassment, and Anti-Retaliation policies.
• Perform related duties and projects as assigned.

• A Bachelor’s degree from an accredited institution.
• Three (3) years of experience in project administration or coordination duties, or similar experience.
• Proficiency with Microsoft Excel, Word, and PowerPoint.
• Valid driver’s license without infractions in accordance with MBTA policy.
• Ability to learn quickly, take direction, work independently, and use creative and collaborative approaches to resolve issues.
• Effective professional written and communication skills.
• Excellent organizational, analytical, confidentiality, multi-tasking, time management and interpersonal skills.
• The ability to effectively communicate with customers, employees and vendors.
• Have excellent customer service and conflict resolution skills.
• The ability to provide internal and external customers with a courteous and professional experience.
• Have the ability to work any and all shifts and/or locations as assigned or directed. Be available to work twenty-four (24) hours per day, seven (7) days per week.
• The ability to work effectively with a diverse workforce.
• May need to pass a written assessment or Microsoft Office exam.

• 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

• Familiarity with transit operations or transportation.
• Formal education in planning, engineering, business administration or related field.