Program Manager - Contracted Services
Program Manager - Contracted ServicesJob LocationsUS-WA-EverettOpening Date1 month ago(6/23/2023 12:
10 PM)Job ID2023-1594CategoryTransportationBargaining UnitNoMin (Annual)USD $98,043.
00/Yr.
Max (Annual)USD $137,259.
00/Yr.
Min Hiring RangeUSD $98,043.
00/Yr.
Max Hiring RangeUSD $117,651.
00/Yr.
OverviewThe Contracted Services Program Manager is responsible for administering and coordinating 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.
Position is responsible for monitoring invoices, service quality and contract compliance and provides guidance to contractor management teams.
Ensures solid communications during all aspects of projects and systems Community Transit implements.
The contracted commuter operation utilizes a fleet of 150 buses operating seven days a week.
In 2018 this operation provided more than 5.
5 million passenger trips.
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 2018 this operation provided almost 200,000 passenger trips.
Additional responsibilities include contracts for eligibility screening and transit travel training.
Essential Duties Provides day-to-day oversight; coordinates delivery of public transit services provided by assigned contractors by continuously managing, monitoring and evaluating the quality of assigned contracts for compliance with contractual objectives, service quality standards, plans, schedules and budget; Identifies performance variances from contract.
Researches, develops, and implements solutions in conjunction with the Manager of Contracted Services.
Reviews and investigates all customer complaints and determines the quality and adequacy of responses offered by contractors.
Ensures timely and appropriate response and documentation through the agency customer comment system.
Works directly with customers to resolve issues for best possible results in customer service, public relations, and political outcome by coordinating between contractor and Community Transit as well as outside agencies.
Researches and applies knowledge of federal, state, local and corporate regulations, and policies, as well as contractual performance standards to all aspects of contract management, customer service and service delivery and provides direction.
Drives agency efforts to improve mobility and accessibility for people with disabilities through assigned contracts, including participation in regional and local transportation coordination for people with disabilities, design, and delivery of the Transit Instruction Program, partnering with other providers/agencies to implement programs and grants.
Reviews budget data and recommends annual budgets for assigned contracts.
Reviews invoices and approves payment.
Continually monitors expenditures of assigned contracts to ensure compliance with approved budget.
Represents Community Transit's interests in assigned public meetings and regional forums and provides regional coordination between the contractor and other service providers.
Assists in developing contracts, amendments, and inter-local agreements and participates in negotiations as assigned; Provides input into performance metrics and service criteria for contracts and procurement solicitations.
Develops and leads team projects in line with the scope of work set by the team sponsor; implements program goals and objectives.
Assigns and delegates responsibility for achieving program goals and objectives to direct reports and/or team members.
Acts on behalf of the Manager of Contracted Services during his/her absence including directing contractor response and communications in the event of emergencies and special conditions.
Performs other duties of a similar.
RequirementsMinimum A minimum of two years' experience in transit related planning, operations and/or customer service or other passenger transportation.
Five years' experience with contract management or management oversight.
Ability to obtain a valid Washington state driver's license by time of hire (necessary to operate a variety of fleet staff vehicles).
Possess intermediate computer skills (Word, Excel, Email) sufficient to perform a variety of duties.
Excellent verbal and written communication skills and at least 1 year of experience interacting positively with the general public as a work activity.
A combination of education and experience sufficient to successfully perform the essential functions of the job such as those listed above may be considered.
PreferredBachelor's degree in a related field such as business administration, project management, etc.
may substitute for 2 years of the transit or other passenger transportation experience requirement.
Entry Requirements for:
Knowledge and Skills Qualification to enter this position requires knowledge of the following:
Principles of contract administration.
Problem analysis and decision-making.
Conflict resolution, mediation or facilitation.
Qualification to enter this position requires skill in:
Contract Management, Collaboration, Compliance Drive program goals and objectives, provide program management support to business partners.
This includes defining project plans, managing implementation activities, and developing protocols, and documentation.
Organizes, and prioritizes workload.
Is proactive in identifying program needs/requirements; effectively communicates those needs to business partners and agency leadership.
Act as primary point of contact for all contract performance issues with program business partners.
Develop measurable remediation plans with business partner for any contractual deficiencies and ensure that all deficiencies are corrected.
Actively read and understand all new and existing contract language in the Contracted Services contract portfolio to assure understanding and execution of business requirements of both Community Transit and the business partner for ongoing monitoring, management, and issue resolution.
Be the subject matter expert exemplifying a thorough understanding of the requirements of the contract.
Collaborate with Contracted Services Manager to effectuate all contract amendments, changes, and renewals.
Analyze the work being done to recommend changes to improve safety, efficiency, or effectiveness of service operations.
Data Analysis, Reporting, Continuous Improvement 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 applicable deliverables for assigned contracts in coordination with cross-functional units.
Prepare reports, dashboards, and scorecard data to analyze the performance of a contract.
Use data to support routine audits, reporting, and compliance reviews.
Critical examination of information, conducting research, and utilizing 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.
Report on overall business partner service levels and support.
Prepare program-related correspondence, reports, charts, and presentations utilizing Microsoft Word, Excel, PowerPoint and other Microsoft Office products or equivalent.
Can produce professional-level reports and presentations.
Reviews and analyzes business partner invoices, reports, and other documents.
Monitors the accuracy of monthly project invoices, project budget, and provides analysis and solutions.
Ensures effective budget monitoring by updating and maintaining various budget tracker systems.
Assures timely receipt of financial and reporting contract deliverables; provides data to agency departments as required.
Communication, Contributing, Core Values Excellent written and verbal communication skills.
The ability to communicate effectively and tactfully with agency officials, employees, and the public using different communication styles.
Anticipates and meets the needs of both internal and external customers.
Is committed to continuous improvement.
Demonstrates a commitment to serve the public.
Play an active role with cross-departmental teams, participating in strategic initiatives and proposing innovative solutions to problems of medium to high complexity.
Must consistently exhibit good judgment, creative and strategic thinking, and ability to work well under pressure.
Maintain composure and effectively lead during stressful situations.
Hold self and others accountable for measurable high-quality, timely and cost-effective results.
Accepts responsibility for mistakes.
Behave in an honest, fair and ethical manner.
Shows consistency in words and actions.
Demonstrate high standards of ethics.
Seek out - have intellectual curiosity.
Treat others with courtesy, sensitivity, and respect.
Fostering an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.
Inspiring and encouraging team commitment, pride, and trust.
Adaptable and flexible to leverage change as an opportunity for growth and improvement while managing multiple projects and tasks.
Proficient Performance Requirements for Knowledge and Skills Qualification to fulfill the full range of this position's duties requires the following knowledge, which may be gained or further developed after entering the job:
Project management techniques and practices.
Transit operations, service planning and scheduling.
Federal, state, and local regulations, including ADA as it relates to transit, as well as contractual performance standards.
Community Transit regulations and policies.
Federal procurement rules and contracting guidelines.
Qualification to fulfill the full range of this position's duties requires the following skills, which may be gained or further developed after entering the job:
Preparing and making presentations to internal and external customers using presentation application (Microsoft PowerPoint or equivalent) software Applying knowledge of federal, state, local, agency regulations and policies to contractual standards of success.
Understanding, interpreting and applying contracts, laws and regulations (such as Department of Transportation (DOT) rules).
Compiling and analyzing data.
Preparing narrative and statistical reports.
Physical Requirements Requires that the person stand or sit for extended periods of time.
Requires the ability to ride and operate a variety of fleet staff vehicles.
Requires the ability to utilize the public transit system, including paratransit.
Requires talking, hearing, seeing, repetitive motions, substantial (motions) of the wrist, hands, and/or fingers.
Light Work:
Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to a negligible amount of force constantly to move objects.
OtherThis position is considered safety-sensitive under the U.
S.
Department of Transportation and is subject to drug and alcohol testing under both DOT and Community Transit authority.
Employee
Benefits:
Employees (and their families) are covered by medical, dental, vision, basic life and disability insurance.
Employees participate in the Public Employees Retirement System (PERS) and have the option to enroll in the agency's deferred compensation plan.
In addition to WA Paid Sick Leave, employees in this position, accrue of 24 days of Paid Time off (192 hours) in their first year and nine (9) paid holidays throughout the calendar year.
Full list of all benefits and details can be found here.
If you have a family member, or share the same living quarters of a current Community Transit employee, please let your Human Resources Recruiter know as your eligibility for this position will be affected.
Community Transit provides a tobacco-free and drug-free work environment.
As a recipient of federal funds, Community Transit is an Equal Opportunity Employer and does not unlawfully discriminate on an basis prohibited by Federal, State or Local law.
We value and encourage diversity in our workforce.
EOE AA M/F/Vet/Disability.
Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.
Recommended Skills Adaptability Auditing Business Administration Business Process Improvement Business Requirements Communication Estimated Salary: $20 to $28 per hour based on qualifications.
10 PM)Job ID2023-1594CategoryTransportationBargaining UnitNoMin (Annual)USD $98,043.
00/Yr.
Max (Annual)USD $137,259.
00/Yr.
Min Hiring RangeUSD $98,043.
00/Yr.
Max Hiring RangeUSD $117,651.
00/Yr.
OverviewThe Contracted Services Program Manager is responsible for administering and coordinating 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.
Position is responsible for monitoring invoices, service quality and contract compliance and provides guidance to contractor management teams.
Ensures solid communications during all aspects of projects and systems Community Transit implements.
The contracted commuter operation utilizes a fleet of 150 buses operating seven days a week.
In 2018 this operation provided more than 5.
5 million passenger trips.
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 2018 this operation provided almost 200,000 passenger trips.
Additional responsibilities include contracts for eligibility screening and transit travel training.
Essential Duties Provides day-to-day oversight; coordinates delivery of public transit services provided by assigned contractors by continuously managing, monitoring and evaluating the quality of assigned contracts for compliance with contractual objectives, service quality standards, plans, schedules and budget; Identifies performance variances from contract.
Researches, develops, and implements solutions in conjunction with the Manager of Contracted Services.
Reviews and investigates all customer complaints and determines the quality and adequacy of responses offered by contractors.
Ensures timely and appropriate response and documentation through the agency customer comment system.
Works directly with customers to resolve issues for best possible results in customer service, public relations, and political outcome by coordinating between contractor and Community Transit as well as outside agencies.
Researches and applies knowledge of federal, state, local and corporate regulations, and policies, as well as contractual performance standards to all aspects of contract management, customer service and service delivery and provides direction.
Drives agency efforts to improve mobility and accessibility for people with disabilities through assigned contracts, including participation in regional and local transportation coordination for people with disabilities, design, and delivery of the Transit Instruction Program, partnering with other providers/agencies to implement programs and grants.
Reviews budget data and recommends annual budgets for assigned contracts.
Reviews invoices and approves payment.
Continually monitors expenditures of assigned contracts to ensure compliance with approved budget.
Represents Community Transit's interests in assigned public meetings and regional forums and provides regional coordination between the contractor and other service providers.
Assists in developing contracts, amendments, and inter-local agreements and participates in negotiations as assigned; Provides input into performance metrics and service criteria for contracts and procurement solicitations.
Develops and leads team projects in line with the scope of work set by the team sponsor; implements program goals and objectives.
Assigns and delegates responsibility for achieving program goals and objectives to direct reports and/or team members.
Acts on behalf of the Manager of Contracted Services during his/her absence including directing contractor response and communications in the event of emergencies and special conditions.
Performs other duties of a similar.
RequirementsMinimum A minimum of two years' experience in transit related planning, operations and/or customer service or other passenger transportation.
Five years' experience with contract management or management oversight.
Ability to obtain a valid Washington state driver's license by time of hire (necessary to operate a variety of fleet staff vehicles).
Possess intermediate computer skills (Word, Excel, Email) sufficient to perform a variety of duties.
Excellent verbal and written communication skills and at least 1 year of experience interacting positively with the general public as a work activity.
A combination of education and experience sufficient to successfully perform the essential functions of the job such as those listed above may be considered.
PreferredBachelor's degree in a related field such as business administration, project management, etc.
may substitute for 2 years of the transit or other passenger transportation experience requirement.
Entry Requirements for:
Knowledge and Skills Qualification to enter this position requires knowledge of the following:
Principles of contract administration.
Problem analysis and decision-making.
Conflict resolution, mediation or facilitation.
Qualification to enter this position requires skill in:
Contract Management, Collaboration, Compliance Drive program goals and objectives, provide program management support to business partners.
This includes defining project plans, managing implementation activities, and developing protocols, and documentation.
Organizes, and prioritizes workload.
Is proactive in identifying program needs/requirements; effectively communicates those needs to business partners and agency leadership.
Act as primary point of contact for all contract performance issues with program business partners.
Develop measurable remediation plans with business partner for any contractual deficiencies and ensure that all deficiencies are corrected.
Actively read and understand all new and existing contract language in the Contracted Services contract portfolio to assure understanding and execution of business requirements of both Community Transit and the business partner for ongoing monitoring, management, and issue resolution.
Be the subject matter expert exemplifying a thorough understanding of the requirements of the contract.
Collaborate with Contracted Services Manager to effectuate all contract amendments, changes, and renewals.
Analyze the work being done to recommend changes to improve safety, efficiency, or effectiveness of service operations.
Data Analysis, Reporting, Continuous Improvement 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 applicable deliverables for assigned contracts in coordination with cross-functional units.
Prepare reports, dashboards, and scorecard data to analyze the performance of a contract.
Use data to support routine audits, reporting, and compliance reviews.
Critical examination of information, conducting research, and utilizing 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.
Report on overall business partner service levels and support.
Prepare program-related correspondence, reports, charts, and presentations utilizing Microsoft Word, Excel, PowerPoint and other Microsoft Office products or equivalent.
Can produce professional-level reports and presentations.
Reviews and analyzes business partner invoices, reports, and other documents.
Monitors the accuracy of monthly project invoices, project budget, and provides analysis and solutions.
Ensures effective budget monitoring by updating and maintaining various budget tracker systems.
Assures timely receipt of financial and reporting contract deliverables; provides data to agency departments as required.
Communication, Contributing, Core Values Excellent written and verbal communication skills.
The ability to communicate effectively and tactfully with agency officials, employees, and the public using different communication styles.
Anticipates and meets the needs of both internal and external customers.
Is committed to continuous improvement.
Demonstrates a commitment to serve the public.
Play an active role with cross-departmental teams, participating in strategic initiatives and proposing innovative solutions to problems of medium to high complexity.
Must consistently exhibit good judgment, creative and strategic thinking, and ability to work well under pressure.
Maintain composure and effectively lead during stressful situations.
Hold self and others accountable for measurable high-quality, timely and cost-effective results.
Accepts responsibility for mistakes.
Behave in an honest, fair and ethical manner.
Shows consistency in words and actions.
Demonstrate high standards of ethics.
Seek out - have intellectual curiosity.
Treat others with courtesy, sensitivity, and respect.
Fostering an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.
Inspiring and encouraging team commitment, pride, and trust.
Adaptable and flexible to leverage change as an opportunity for growth and improvement while managing multiple projects and tasks.
Proficient Performance Requirements for Knowledge and Skills Qualification to fulfill the full range of this position's duties requires the following knowledge, which may be gained or further developed after entering the job:
Project management techniques and practices.
Transit operations, service planning and scheduling.
Federal, state, and local regulations, including ADA as it relates to transit, as well as contractual performance standards.
Community Transit regulations and policies.
Federal procurement rules and contracting guidelines.
Qualification to fulfill the full range of this position's duties requires the following skills, which may be gained or further developed after entering the job:
Preparing and making presentations to internal and external customers using presentation application (Microsoft PowerPoint or equivalent) software Applying knowledge of federal, state, local, agency regulations and policies to contractual standards of success.
Understanding, interpreting and applying contracts, laws and regulations (such as Department of Transportation (DOT) rules).
Compiling and analyzing data.
Preparing narrative and statistical reports.
Physical Requirements Requires that the person stand or sit for extended periods of time.
Requires the ability to ride and operate a variety of fleet staff vehicles.
Requires the ability to utilize the public transit system, including paratransit.
Requires talking, hearing, seeing, repetitive motions, substantial (motions) of the wrist, hands, and/or fingers.
Light Work:
Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to a negligible amount of force constantly to move objects.
OtherThis position is considered safety-sensitive under the U.
S.
Department of Transportation and is subject to drug and alcohol testing under both DOT and Community Transit authority.
Employee
Benefits:
Employees (and their families) are covered by medical, dental, vision, basic life and disability insurance.
Employees participate in the Public Employees Retirement System (PERS) and have the option to enroll in the agency's deferred compensation plan.
In addition to WA Paid Sick Leave, employees in this position, accrue of 24 days of Paid Time off (192 hours) in their first year and nine (9) paid holidays throughout the calendar year.
Full list of all benefits and details can be found here.
If you have a family member, or share the same living quarters of a current Community Transit employee, please let your Human Resources Recruiter know as your eligibility for this position will be affected.
Community Transit provides a tobacco-free and drug-free work environment.
As a recipient of federal funds, Community Transit is an Equal Opportunity Employer and does not unlawfully discriminate on an basis prohibited by Federal, State or Local law.
We value and encourage diversity in our workforce.
EOE AA M/F/Vet/Disability.
Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.
Recommended Skills Adaptability Auditing Business Administration Business Process Improvement Business Requirements Communication Estimated Salary: $20 to $28 per hour based on qualifications.
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