Deputy Director of Performance & Process Improvement bei Massachusetts Bay Transportation Authority, MA

About the Department

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.

Position Duties

• 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.

Minimum Qualifications

• 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.

Other Qualifications

• 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.