Project Coordinator - Customer Engagement Salary $71,063.00 - $86,588.00 Annually Location Greater Boston Area Job Type Full-Time Department MBTA

• System-wide Accessibility Job Number 18-16797 Closing 5/18/2018 11:59 PM Eastern * Description * Benefits * Questions Job Summary The MBTA is committed to becoming the model for accessible public transit and providing excellent service to seniors and customers with disabilities. The Department of System-Wide Accessibility is seeking a Program Coordinator of Customer Engagement to oversee the solicitation, coordination and resolution of customer feedback focused on accessibility. The Coordinator will assist in monitoring and tracking the appropriateness of complaint responses handled by other departments. They will also be responsible for coordinating outreach efforts aimed at raising awareness of the T's accessibility programs and will serve as the primary point of contact for T's official accessibility advisory group. The Coordinator will use feedback to identify trends and work to develop solutions and best practices focused on making the MBTA the model for accessible public transit. Duties & Responsibilities * Oversee tracking of all accessibility-related customer complaints. Assist Operations, Capital Delivery and other peer departments in ensuring complaints are properly investigated and resolved. * Draft quarterly reports summarizing trends in access-related complaints. * Identify root-cause of complaints and recommend improvements. * Coordinate with MBT's Internal Access Monitoring program to ensure issues that are highlighted in complaints are closely monitored. * Oversee coordination of outreach efforts/events aimed at raising awareness of the T's accessibility for the Department. * Serve as primary point of contact for the official MBTA accessibility advisory group. * Actively participate in meetings concerning accessibility issues. * Assist in the development of policies and training for MBTA employees. * Establish contacts within the MBTA as well as within the community to ensure that key stakeholders are involved in accessibility issues and their resolution. * Create and maintain contact and dialogue with other transit agencies to keep abreast of new products/techniques or best industry practices. * Participate in accessibility audits at MBTA stations, facilities and transportation vehicles to ensure compliance with all applicable guidelines, codes, etc. * Respond to each inquiry, whether from a customer, vendor or co-worker in a courteous and professional manner consistent with the Authority's Customer Service quality standard. * Uphold the rights and interests of the Authority while building and maintaining an effective relationship with employee * Assist in the management of a workforce by ensuring the fair and consistent application and strict adherence to the rules, regulations, collective bargaining agreement (if applicable) and policies of the Authority including the EEO, Anti- Discrimination and Anti-Harassment and Anti-Retaliation policies. * Perform related duties and projects as assigned. Minimum Requirements/Qualifications * A Bachelor's degree from an accredited institution. * Two (2) years of professional work experience in a program management role which involved managing multi-faceted program components, including program evaluation, data tracking and reporting to inform decision-making * One (1) year of experience working to advance the rights of people with disabilities * One (1) year experience in compiling, analyzing and reporting information using databases * Effective organizational, analytical, interpersonal and multi-tasking skills. * The ability to use Microsoft Word, Excel, Access, PowerPoint and Google suite applications. * The ability to pass: background checks, and the MBTA's medical requirements, including drug and alcohol screenings. * The ability to effectively communicate with customers, employees and vendors. Excellent customer service and presentation skills. * A satisfactory work record for the two (2) years immediately prior to the closing date of this posting, including overall employment, job performance, discipline and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection). * The ability to supervise and work effectively with a diverse workforce. Substitutions Include None PREFERENCES: * Additional experience working on accessibility-related projects in public transportation Employment Benefits at the MBTA The MBTA offers a comprehensive benefits package to its employees. Types of benefits offered by the MBTA include the following (subject to union affiliation of the position you are applying to): * Health Insurance * Basic and Supplemental Life Insurance * Retirement Plan * Dental and Vision Insurance * Paid Vacation * Paid Sick Time * Paid Holidays * Flexible Spending Accounts * Commuter Choice Assistance Program * Tuition Reimbursement The above information is meant to be a general overview of the benefit programs offered by the MBTA. This summary is not a contract and is not meant to change the provisions of union contracts or Authority policy and does not establish a binding past practice. The MBTA is an Affirmative Action/