The MBTA is in the final stages of implementing strategic investments in MBTA fare systems and processes to collect fares, improve policy flexibility, and speed transit service reliably and flexibly. A new department has been created to directly support the riding public in adapting to the behavioral changes required by a modern fare payment system to ensure long term sustainability of fare revenue and a positive customer experience related to fare payment. This includes rider engagement and assistance with fare products and payment behaviors, as well as ensuring adherence to fare policies.

The Superintendent of Fare Engagement will manage and supervise all functions of frontline fare engagement officials who are providing proactive rider education and assistance and enforcing fare and other applicable policies. Provides excellent oversight and management to their team, and provides ample hands-on support, prioritizing leading by doing. Ensures team is enforcing fare payment regulations and other policies in a consistent, non-discriminatory manner that prioritizes rider and employee safety and centers positive customer experience.

• Responsible for the management of safe, non-biased, cost effective and efficient fare engagement interactions including but not limited to measurement of operating results against predetermined objectives, costs, and schedules; monitoring and evaluating the performance of all supervisors and operating personnel.
• Work closely with counterparts across the Authority to assist with the development, maintenance, and distribution of safe and effective deployment plans, policies, operating procedures, and employee trainings.
• Ensure all fare engagement supervisors and officials are properly trained and certified per departmental and MBTA policy.
• Allocate all key operational resources to fare engagement employees, including handheld devices, radios, customer communications and uniforms. Maintain records of all departmental assets in accordance with organizational policy.
• Observe operations in the field, including observation of supervisors and fare engagement officials in the performance of their duties.
• Administer and monitor the consistent application of corrective and disciplinary actions as necessary; provide guidance to Supervisors in making recommendations for discipline and retraining.
• Oversee the scheduling and deployment of fare engagement officials throughout the MBTA system.
• Assist in the development of annual budgets and manage budget to maximize resources and minimize overtime through proper planning.
• Respond to accidents, incidents, inquiries, and complaints regarding all aspects of Fare Engagement Officials’ duties.
• Drafts operation plans on special events, as needed.
• Participate in the selection of Fare Engagement Officials as necessary.
• Respond to each inquiry, whether from a customer, vendor, or co-worker in a courteous and professional manner.
• Drive a company or personal vehicle, to visit work sites and to assist at emergencies and/or events as needed.
• Uphold the rights and interests of the Authority while building and maintaining an effective relationship with employees.
• Assist in the management of a workforce by ensuring the fair and consistent application and strict adherence to the rules, regulations, collective bargaining agreements (if applicable) and policies of the Authority including the EEO, Anti-Discrimination and Anti-Harassment and Anti-Retaliation policies.
• Available to work all shifts and locations as assigned or directed.
• Familiarity with MBTA Safety Plan as well as the position's outlined responsibilities.
• Perform all other duties and projects that may be assigned.

Supervision

• Supervises Fare Engagement Supervisors and Officials

• High School diploma or GED
• Six (6) years of operations experience, preferably for a public transit agency
• Two (2) years of related supervisory experience, preferably as an Inspector, Instructor, Supervisor and/or Superintendent within Operations at the MBTA.
• Strong interpersonal skills with demonstrated ability to deescalate confrontational situations.
• Strong personal and problem solving skills, to be informative, patient, tactful, diplomatic, respectful, unbiased, and ethical.
• Effective organizational, analytical, confidentiality and interpersonal skills.
• Working knowledge of Word and Excel applications.
• Ability and willingness to enforce all rules and procedures applying to the riding public, and to deal effectively with people, situations, and circumstances.
• Ability to read and understand training materials, enforcement policies, rules and regulations, and safety rules/directives.
• Ability to prepare legible written reports of incidents.
• Ability to use handheld fare inspection equipment and radio.
• Ability to assess and sensitively serve the ends of internal and external stakeholders, including those from culturally diverse backgrounds, youth, seniors, people with disabilities, and vulnerable populations.
• Possesses a valid Massachusetts Driver’s License.
• Must be familiar with and be able to implement the MBTA Discipline Policy, Rulebook, Attendance Policy, Special Orders, and any applicable Collective Bargaining Agreements.

Master's Degree from an accredited institution in related field may substitute for the two (2) years of required experience

Preferred Experience and Skills

• Training in CPR and emergency preparedness.
• Fluency in a second language.