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.

The Performance and Process Improvement (PPI) team works hand-in-hand with the MBTA's administrative business units, including functions like Workforce, Finance, IT, Procurement and others, to modernize our internal organizational assets and administrative functions for our employees and the success of the agency.  We identify opportunities for improved efficiency, effectiveness and internal service delivery. The team is located in the Office of the Chief Administrative Officer, which oversees nine (9) departments with approximately 500 employees.  The Deputy Director of Performance & Process Improvement will report to the Director of Performance and Process Improvement and lead and execute analytical and project management activities for our internal clients.

• Lead work with departmental clients including senior and executive-level staff to identify potential innovation and continuous improvement initiatives and manage project development and implementations, as necessary.
• Build Tableau dashboards that communicate complex data in an easily understandable manner.
• Identify opportunities for efficiency gains and create tools to automate and streamline manual processes.
• Perform in-depth quantitative analysis to develop key metrics and track progress along them.
• Contribute to the identification of new projects and offerings including development of strategy or policy, approach, deliverables, and final products.
• Map key business processes and identify areas of improvement, simplification, and cost reduction.
• Lead and design continuous improvement projects, across internal MBTA staff and departments, to realize efficiency and performance improvements.
• Develop executive and project presentations, design artifacts like process maps or user personas, and develop materials such as project plans, standard operating procedures, or other project reports.
• Maintain strong working relationships internally within the MBTA and externally in the civic innovation, service design and continuous improvement sectors.
• Perform all other duties and projects that may be assigned.

• Bachelor's degree from an accredited institution in public administration, engineering, operations, business, public policy, economics, political science, urban planning, or related field.
• Five (5) years of full-time experience, or ten (10) years of part-time experience, or a combination, in quantitative analysis, project management, service design, public administration, consulting, urban planning, transportation, or related fields.
• Highly organized with ability to manage time, resources, and people, with an exceptional ability to handle multiple projects simultaneously.
• Excellent communication, analytical, and presentation skills with ability to obtain buy-in with key stakeholders at all levels of the organization and influence their decision-making.
• Ability to learn quickly, take direction, and work independently and to use creative, collaborative, and consultative approaches to resolve issues.
• Have excellent customer service skills, and the ability to provide internal and external customers with a courteous and professional experience.
• Advanced expertise in MS Word, Excel, and PowerPoint.
• Ability to pass an MBTA Excel and PowerPoint test. 
• Ability to comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to supervise or work effectively with diverse workforce.
• 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.
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.

• 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's degree from an accredited institution and 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

• Consulting or project management experience, especially with multiple stakeholders (crafting scope of work documents, managing timelines and coordinating schedules, building strategic plans etc.)
• Ability to conduct program analysis, identify Key Performance Indicators, and build management dashboards.
• Experience in policy, government or non-profit, in particular with back-office functions, is a plus. 
• Strong analytical skills and ability to understand and synthesize complex systems. 
• Technical skills that are preferred, but not required include: project management tools (Asana, Trello or similar), prototyping or visualization platforms (Miro, Mural or similar), data visualization tools (Tableau, Power BI or similar), process mapping tools (Visio or similar)
• Familiarity with Lean tools (including Value Stream Mapping), Six Sigma, or similar continuous improvement tools.
• Experience and/or interest in transit or transportation.

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 a 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 their positions and throughout the duration of their program.

Disclaimers and Definitions:

1. 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.
2. 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. Recruitment team does not have access to existing employee data / history.
3. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
4. 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.
5. Work Eligibility: Although the MBTA is an Equal Opportunity Employer, all employees must be legally authorized to work in the United States for any employer and on an unrestricted basis (the MBTA does not sponsor non-US citizens). However, if you have an unrestricted work authorization, or sponsored by a separate entity, you are welcome to apply for open positions. International students taking part in CPT / STEM / OPT programs through a university are eligible for internships and co-ops with the MBTA, but a valid work authorization and U.S. Social Security Number are required prior to starting work. In compliance with federal law, all persons hired will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
6. 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.
7. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
8. 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.
9. 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.
10. 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.
11. 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.
12. Intern / Co-Op / Fellow Benefits: Employees taking part in an internship, co-op, or fellowship at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on city from which the employee commutes to work, at no cost. However, no additional benefits are currently offered for interns, co-ops, or fellows.