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MV Transportation is seeking a Paratransit General Manager who directs operations of our Call Center operations with a strong emphasis on timely deliverables and responsiveness to the customer. This position reports to the SVP of the Northeast Region and supports our ADA-complementary paratransit service. This is a shared-ride, door-to-door transportation service for people whose disability prevents their use of fixed-route public transit service. “Shared ride" means that multiple passengers may ride together in the same vehicle; and “door-to-door service” means escorting customers from the outermost exterior door of the customer's pick-up address and onto the vehicle, and from the vehicle to the outermost exterior door of the customer's drop-off address. Our service operates 365 days a year and is offered in the same service areas and during the same hours of operation fixed route bus services.

Job Responsibilities:

• Daily communication and interaction with the call center staff (approximately 225 employees). • Organize and conduct activities to assure safe, cost-effective, on-time operating performance • Meet with the customer at least once per week on all matters of our responsibilities. • Be available and responsive to the customer for attendance at meetings with the public, advisory groups, customer committees, or other meetings as required. • Corresponds directly with customer staff on compliance and operational issues, and ensures accuracy of data through direct examination of records and cross-comparison with other reporting and analytical mechanisms. • Implements and enforces contract requirements and continuously evaluates the effectiveness of contract provisions. • Develops and maintains positive working relationships with customer staff to maximize operational support, credibility, and perceived responsiveness of MV. • Reviews operational data produced by MV staff for accuracy and completeness; compares operational data with customer service feedback and directs operational changes to improve performance and enhance the customer experience. • Coordinates emergency procedures and ensure that personnel are properly notified regarding matters having a potentially adverse impact on operations. • Responds on a twenty-four-hour basis to customer regarding incidents involving fatalities or incidents that would result in serious consequence for the customer, to extreme weather related emergencies, civil disturbances or demonstrations. • Implements and administers the collective bargaining agreement with represented employees at the call center, addresses complaints and grievances with employees or their representative, resolves disputes, and provides procedures for selection and location of work, vacations and assignments of subordinate call center personnel.

Talent Requirements:

• Bachelor’s Degree in Business, Transportation, Engineering, information Technology, Public policy, Statistics, Transportation planning or a related field from an accredited college or university or an equivalent combination of experience. A minimum of seven (7) years of management experience with large urban ADA paratransit services, five of which must be experience with a paratransit call center or paratransit service delivery and at least ten years (total) experience in public transportation. • Thorough knowledge of and demonstrated experience in the administration and management of paratransit call center operations, or a related field. • Knowledge of ADA regulations and their application to the workplace, to paratransit operations, and to transit systems in general. • Extensive knowledge of the Americans with Disabilities Act of 1990 as it relates to the provision of complementary paratransit service. • Considerable knowledge of the principles, practices, and techniques of contract and program management • Ability to plan, direct and provide technical management and coordination for the operation and provision of contract services. • Thorough knowledge of the challenges of working with people with disabilities, and sensitivity to their special needs. • Ability to conceptualize and develop imaginative, workable solutions to complex operational problems; to develop program improvements and other enhancements to streamline paratransit operations; and to analyze, design, coordinate, and revise methodologies for optimizing paratransit operating costs. • Strong communication skills, tact, and diplomacy in dealing with sensitive issues. Positive management style that motivates others to achieve established goals. • Deep knowledge of and ability to independently use and train others on the use of Trapeze PASS, COM, Reports, IVR, PASS-WEB, Spider Reports and TDX, client EZ-Pay interface, and other call management and system reporting software, call recording and quality monitoring software, MS Word, Excel, and PowerPoint. • Ability to understand and apply the state-of-the-art developments in public transportation to ensure that all recruitment and training programs/resources are effectively utilized; ability to conceive and implement imaginative programs to provide responsive and effective paratransit service for a large metropolitan area.

MV Transportation is committed to as policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.