Director of Operations - MBTA Transit

Job Summary: Responsible for all facets of customer service program, including but not limited to: training, metrics and reporting, quality assurance, problem solving, budget management, scheduling/staffing/personnel actions and customer relations. Essential Functions: Continual Problem Solving and Program Evolution Spends a significant portion of the shift collaborating with the with the Deputy Director for Customer Experience and Deputy Director for In Station Services to develop and implement program-wide initiatives aimed at improving customer service, operational efficiency, and overall outcomes of the Transit Ambassador Program. Serves as the primary point of contact for the MBTA Customer regarding the base contract schedule and adjustments, reporting of Station Checks, Elevator Checks, Station Access Passes, Diversion/Operations staffing requests, CORI checks, Fit for Duty evaluations, CCTV reviews, and other operational matters. Responsible for overall operational and financial performance of the Transit Ambassador Program. Acts as the primary point of contact for staffing subcontractors on matters such as staffing levels, invoice approvals, service standards. Acts as the primary point of contact for all Teamster related issues to include: job bids, grievances, terminations etc. Serves as the primary point of contact for monthly billing information, including the preparation and submission of supporting documentation. Oversees and directs uniform ordering and inventory management. Oversees and directs the work of the scheduler and administrative assistant. Applies Block by Block standard concepts, processes, practices and policies to daily operations to address local needs and concerns. Acts as a key representative of the program's visibility while functioning as a working director, actively participating in and observing daily operational tasks within stations. Collaborates with the Deputy Directors to direct team responses during unusual situations, incidents, or emergencies within serviced stations, ensuring alignment with MBTA's processes and policies, and prioritizing the safety of Transit Ambassadors and the public. Identifies opportunities for program improvement and evolution. Communication and Reporting: Monitors daily hours and key service-level statistics, preparing written reports as required. Maintains effective communication with a variety of stakeholders, including subordinates, Block by Block leadership assigned to the MBTA, staff members at all levels within the MBTA organization, and riders of the MBTA. Must also ensure compliance with all documentation requirements associated with the position. Block by Block is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Created: 2026-02-22