Technology and Innovation Manager

Technology and Innovation Manager

This position leads technology strategy, cross-platform governance, and operational software innovation for TRAC

The Technology and Innovation Manager (TIM) serves as the primary system owner and functional administrator for TRAC"s core operational platforms (Spare, Zendesk, Five9, Slack). This role focuses on optimizing system configurations, managing data workflows, and automating processes to enhance service quality, staff efficiency, and customer experience within MBTA compliance and performance frameworks.

Note on Organizational Structure: This role operates as an equal peer and collaborative partner to the Project Manager & Performance Improvement Specialist (PPIM) . Together, they form TRAC's core operational optimization team. While each role brings a distinct primary lens-the PPIM specializing in operational workflows and project governance, and the TIM in software platforms and digital toolsets-problem discovery, process analysis, and project execution are shared responsibilities. Either manager may identify operational inefficiencies, collaborate on root-cause analysis, and co-lead solutions. This flexible, team-based approach leverages their combined expertise to continuously elevate service quality and meet MBTA benchmarks.

Transdev is proud to offer:

• Competitive compensation package of minimum $128,000 - maximum $134,000

Benefits include:

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 12 days; 8 standard, 4 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

Key Responsibilities:

• Serve as TRAC's primary administrator and functional owner for core operational platforms (Spare, Zendesk, Five9, Slack).

• Manage system architecture, user access controls, interface configurations, and cross-platform routing rules.

• Collaborate with MBTA IT, compliance teams, and software vendors to ensure platform security, data privacy, and HIPAA compliance.

• Lead technology roadmap planning, system upgrades, and operational software feature rollouts.

• Partner dynamically with the Project Manager & Performance Improvement Specialist (PPIM) to identify, analyze, and resolve operational bottlenecks

• Proactively surface operational issues discovered through platform data, call center metrics, or software user feedback, collaborating with the PPIM on root-cause analysis

• Evaluate available technology options, design software/workflow automations (e.g., automated customer notification triggers, cross-system data reconciliation tools), and lead the technical buildout of solutions

• Maintain operational flexibility to co-lead, cross-cover, and support joint transformation projects as operational demands dictate.

• Direct cross-functional, ad-hoc project teams (internal SMEs, operations staff, vendor developers) to execute technology rollouts and continuous improvement initiatives

• Lead the Technology & Innovation Working Group , evaluating emerging tools and prioritizing software enhancement requests across departments

• Develop and maintain technical system documentation, SOPs, and user guides in alignment with MBTA contract deliverables.

• Maintain direct working relationships with technology vendors (Spare, Zendesk, Five9, Slack) to track support tickets, feature requests, and system updates.

• Partner with the MBTA and vendor teams to continuously refine platform configurations and user interfaces based on operational feedback.

• Ensure vendor platform capabilities remain fully aligned with contract requirements and performance expectations.

• Partner with the Service Planning Department to ensure clean, accurate data flow between dispatching, telephony, and CRM platforms.

• Configure system settings and data pipelines necessary to support KPI dashboards (OTP, productivity, handle times, blended cost).

• Validate cross-platform data integrity to support MBTA quarterly and annual performance reviews.

• Partner with the Training Department to design technical training modules and best-practice guides for operational software (Spare, Zendesk, Five9, Slack).

• Create internal user guides and onboarding modules for new technologies.

• Other duties as assigned

Qualifications:

• High School Diploma or GED required

• Bachelor's degree from an accredited university or 2+ years of operations experience preferred

• 5 + years of experience in systems administration, operational technology, or SaaS platform management within a transit, contact center, or logistics environment.

• Computer literate

• Excellent communication and listening skills

• Must be able to work shifts or flexible work schedules as needed.

• Subject to a DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.

Preferred knowledge skills and abilities:

• Proven experience administering enterprise platforms including transit dispatch software (e.g., Spare), cloud contact centers (Five9), and collaboration tools.

• Formal administrative certifications in core tools (e.g., Zendesk Administrator, Slack Certified Admin, or Google Analytics) strongly preferred

• Lean Six Sigma Green Belt (or ability to achieve certification within 6 months).

• Formal Project Management certification (PMP, CAPM, or equivalent, or actively pursuing/ability to achieve within 6 months)

• Strong understanding of event tracking, data workflows, user interface optimization, and low-code/no-code system integrations.

• Demonstrated ability to lead cross-functional, ad-hoc project teams, collaborate seamlessly with peer managers, and translate operational goals into clear technical requirements.

• Working knowledge of data security, PII protection, and HIPAA standards within a contracted public agency environment.

Physical Requirements:

The essential functions of this position require the ability to:

• Must be able to work flexible schedules as needed

• Majority of work is accomplished indoors and in air conditioned or well-ventilated facilities.

• Majority of work is accomplished in an office or in a cubicle space equipped with a telephone and computer.

• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact

us.HR.TalentAcquisition@transdev.com

Drug-free workplace:

Transdev maintains a drug-free workplace. Applicants must:

• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).

• Successfully pass a pre-employment drug screen.

About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev - the mobility company - empowers the freedom to move everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

California applicants: Please ClickHerefor CA Employee Privacy Policy

Job Category: Dispatchers

Job Type: Full Time

Req ID: 8960

Pay Group: NCD

Cost Center: 601

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

California applicants: Please Click Here for CA Employee Privacy Policy.

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev - the mobility company - empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.