Program Manager Contracted Transportation

Contracted Transportation Services Program Manager

As Contracted Transportation Services Program Manager, you will administer and coordinate the delivery of public transit services by the assigned contractors within policy, contractual, and budget parameters for the best results in terms of customer service. You will monitor invoices, service quality, and contract compliance and provide guidance to contractors. You will ensure effective communication during all aspects of projects and systems.

The contracted commuter operation utilizes a fleet of 127 buses operating seven days a week. More than 2.2 million passenger trips were provided in 2023. This operation includes a substantial service contract with Sound Transit.

The contracted paratransit operation utilizes a fleet of 52 buses operating seven days a week to provide complementary paratransit under the Americans with Disabilities Act. In 2023 this operation provided almost 121,000 passenger trips. Additional responsibilities include contracts for eligibility screening and transit travel training.

The ZIP Micro transit program adds 7 vehicles to the paratransit operation along with over 52,000 passenger trips.

Essential Duties

Provide day-to-day oversight. Coordinate delivery of contracted public transit services by continuously managing, monitoring, and evaluating the quality of assigned contracts for compliance with contractual objectives, service quality standards, plans, schedules, and budgets. Identify performance variances. Research and collect data, reporting and documentation methods, and track contractor performance. Perform complex technical problem-solving to improve operational performance. Act as the primary point of contact for all contract performance issues with contractors, internal, and external stakeholders. Develop measurable remediation plans with contractors for any deficiencies and ensure correction. Evaluate program needs. Develop, recommend, and implement solutions in collaboration with the Manager of Contracted Services.

Review and investigate all customer complaints and determine the quality and adequacy of responses offered by contractors. Ensure timely and appropriate response and documentation through the agency customer comment system. Work directly with customers to resolve issues for the best possible results in customer service, public relations, and political outcomes by coordinating between contractors, Community Transit, and outside agencies.

Research and apply knowledge of federal, state, local, and corporate regulations and policies, and contractual performance standards to all aspects of contract management, customer service, and service delivery. Provide direction to contractors for resolving issues. Develop, apply, and maintain applicable tools and resources, such as scorecards and risk assessments, to develop, track, and manage key performance metrics (KPIs), service level agreements (SLAs), and deliverables for assigned contracts in coordination with cross-functional units. Prepare reports, dashboards, and scorecard data to analyze performance.

Use data to support routine audits, reporting, and compliance reviews. Critically examine information, conduct research, and utilize knowledge to recommend and implement solutions. Participate in regular business review cadences utilizing quantitative and qualitative performance metrics and other data to drive continuous improvement of the contract and the services provided by the business partner. Prepare program-related correspondence, reports, charts, and presentations. Produce and present professional-level reports and presentations. Report on overall contractor service levels and support to internal and external stakeholders.

Guide agency efforts to improve mobility and accessibility for people with disabilities through assigned contracts. Participate in regional and local transportation coordination for people with disabilities, design and delivery of the Transit Instruction Program, and partner with other organizations to implement programs and grants.

Review and analyze contractor invoices, reports, and other documents. Monitor the accuracy of monthly project invoices and project budgets. Provide analysis and solutions. Ensure effective budget monitoring by updating and maintaining various budget tracking systems. Ensure timely receipt of financial and reporting contract deliverables. Provide data to agency departments and external stakeholders as required.

Represent Community Transit's interests in assigned public meetings and regional forums. Provide regional coordination between contractors and other service providers.

Collaborate with the Contracted Services Manager in developing contracts, amendments, and interlocal agreements. Participate in negotiations as assigned. Provide input into performance metrics and service criteria for contracts and procurement solicitations to improve the safety, efficiency, or effectiveness of service operations.

Drive program goals and objectives in alignment with agency strategic priorities. Provide program management support to contractors, internal, and external stakeholders. This includes defining project plans, managing implementation activities, and developing protocols and documentation. Serve as a subject matter expert exemplifying a thorough understanding of the requirements of assigned contracts.

Act on behalf of the Manager of Contracted Services during their absence, including directing contractor response and communications in emergencies and special conditions.

On-call for Transportation Operations one week every 8 weeks, with 24 / 7 availability to respond.

Performs other duties of a similar nature or level.

Requirements

Minimum Qualifications

• 2 years of experience in transit or transportation related planning, operations, or customer service.
• 5 years of experience with contract management or oversight.
• A degree in business administration, project management, or a similar field may substitute for one year of experience.
• Professional experience with PC-based software such as MS Office, email, and scheduling applications.
• 1 year of experience interacting positively with the public.
• Ability to obtain a valid Washington state driver's license by time of hire (necessary to operate a variety of fleet staff vehicles).

An equivalent combination of education and experience to successfully perform the job duties is also accepted.

Knowledge Requirements

Skill Requirements

Preferred Skills and Knowledge

Working Conditions

Hybrid telework may be available. Availability is at management discretion and may not be available for this position based on the nature of the work. Work is performed in an office environment and requires the use of office equipment and technology. You may also be required to lift and carry materials up to 20 pounds occasionally, and up to 10 pounds frequently. While performing fieldwork, you may also be exposed to automotive fumes, odors, and dust, and may need to complete tasks in noisy environments and varying weather conditions.

Employee Benefits