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Director Prog. Delivery-Operating Standard&Service
Director Prog. Delivery-Operating Standard&Service

Director Prog. Delivery-Operating Standard&Service

856333New York, NY$160K-$190K

 MTA Transformation Job Description

Job Title:                                              Director Program Delivery – Operating Standards & Service Design (OSSD)

Department/Division:                       Transformation Management Office  

Reports to:                                          Head of Program Delivery (Mildred Chua)

Location:                                              2 Broadway, NY, NY, 10004

Level:                                                    L3          


Summary of Job:

This position is in the Transformation Management Office (TMO), which is a statutorily enacted, newly formed, temporary department at the MTA.  The goal of the TMO is to manage the MTA’s Transformation to One MTA focused on delivering effective functions that support operations, safety and customer service.

The Director Program Delivery – Operating Standards & Service Design (OSSD) executes on the delivery of the Transformation Plan outcomes for the OSSD department (a key function under the leadership of the Chief Operating Officer).  The Director manages a portfolio of initiatives to strategically support effective management and provision of a shared, central source of operational data and analytics for entire MTA enterprise and enables the transformation of the MTA towards a culture of continuous improvement.

This position is responsible for driving changes that maintain the highest standards for customer service and create public value as measured by improved operational performance, lower costs and controlled risks. The Director encourages strategic innovation to achieve operational excellence in standards, processes, operational protocols, service guidelines, business intelligence, open data, and analytics, to enhance management decision making and proactive management strategies. The responsibilities include setting a clear agenda, mapping out a specific timeline with achievable, short term goals, and establishing effective program management, resources and governance across the operating agencies and central functions to deliver the portfolio of operational transformation programs forward.



  • Accountable for the overall governance, program management, resource planning and quality assurance of the Transformation program for the Operating Standards & Service Design (OSSD) function.
  • Work with central headquarters’ functions, Construction & Development (C&D) and agency executive teams to establish the strategic direction for the overall OSSD function at MTA, and gauge opportunities and risks with an understanding of industry trends, new technologies and other issues.
  • With a focus on execution and benefit realization, implement management structures and provide accountability and oversight for operations teams across the MTA Enterprise, meeting with stakeholders to discuss program priorities and objectives, develop program plans and projects and ensure that the OSSD Transformation program is appropriately resourced to achieve the MTA mandate for compliance with service guidelines, standards, regulatory and other requirements.
  • Work with appropriate partners to define and communicate the value of a strong data driven and continuous improvement culture and the true cost of service delivery and performance in operating and maintaining safe and efficient public transit infrastructure that meets customer expectations.
  • Establish a change management culture that fosters strategic innovation, collaboration and knowledge transfer, including working to break down organizational silos within the MTA.  
  • Propose and develop analytical systems, methodologies, dashboards and tools to better understand and report on performance from an operational perspective.
  • Promote operational excellence at the MTA through continuous improvement programs (such as Reliability Centered Maintenance, Lean Six Sigma methodologies) that evaluate and reengineer (as appropriate) business processes, establish performance metrics and enable operational and financial efficiencies and improvements that support the goals and objectives of the transformation plan.
  • Foster transparency and improved operating performance by managing the development and implementation of an integrated and enterprise approach in operations research, regional planning that encourages open data, business intelligence, (BI), analytics, performance management and digital applications to help achieve the MTA strategic business objectives. 
  • Review MTA operations, safety, customer service and maintenance processes and protocols to establish centers of excellence in performance management, analysis and reporting that is aligned with industry standards and best practices.
  • Attend operational excellence seminars to benchmark and gain knowledge on best practices for incorporation into MTA updates of internal staff’s job knowledge and skills/capabilities enhancement.
  • Manage, coach and train a team of internal staff and external subject matter experts to execute the OSSD transformation plan efficiently and effectively, realizing defined outcomes.
  • Performs OSSD related special projects and other related duties as required.


Education and Experience:

  • Bachelor’s degree in transportation planning, operations research, industrial engineering, program management, business or public administration, technical management, information systems, finance/accounting or related discipline.  An equivalent combination of education and experience may be considered in lieu of a degree. Master’s degree preferred.
  • A minimum of 10 years related experience with at least 7 years in a management role.
  • Must have ability to manage complex multifaceted programs that deliver short-term benefits as well as long-term organizational transformation, including strategy, business process, operational analytics, organizational development and information technology.
  • Demonstrate strong leadership and vision to conceptualize, communicate and drive the organizational change associated with data-driven operations, engineering, asset management, safety and risk management.
  • Well versed in operational standards, methodologies and industry best practices including Reliability Centered Maintenance and Lean Six Sigma.
  • Excellent project management skills with the ability to plan and manage projects that align business goals with solutions to drive process improvements.
  • Must have strong problem solving and analytical acumen to focus on results, organizational effectiveness, improvement and development.
  • Must demonstrate political savvy, sound judgment, effective communication (verbal and written) skills to build consensus among various stakeholders, resolve conflicts, balance competing priorities and drive realization of desired outcomes.
  • Proficient computer, quantitative and technical skills (i.e., Windows environment, Microsoft Office Suite), and strong business administrative skills (i.e., report and letter writing, time management).
  • Expertise in understanding data analytics and information standards, utilizing enterprise systems, tools and technologies for visualization (GIS and BIM).


 How to Apply:

Email updated resume in MS Word format reflective of the Job Description to: BillBurgess@TheBurgessGroup,com  or apply online on our Website at:, ASAP. After submission, call if any questions: 212.406.2400. After MTA resume feedback, 3 references will be due.


 MTA is an equal opportunity employer.

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