Project Manager - Quality Assurance
Under the direction of the Manager, Compliance/Quality Assurance, Paratransit or designee, this position is responsible for quality assessment of Paratransit operations and the adherence of Paratransit operations with the federal, state, and local laws and regulations. This position supervises Quality Assurances staff in: 1) the investigation/processing/resolution of complaints; 2) the implementation and management of various Pace policies, including but not limited to, no shows, incident tracking, passenger behavior issues, and driver behavioral patterns; 3) assisting with the development of the procedural manual (Pace Paratransit Operations Manual for Contractors) as it pertains to quality; 4) working with the Pace Legal Department regarding appeal hearings for passengers; 5) preparing, and providing Paratransit information under the Freedom of Information Act (FOIA) requested by the Pace Legal Department; 6) responding to requests or complaints from the Office of Executive Inspector General (OEIG), Mayor's Office for People with Disabilities (MOPD), Regional Transit Authority (RTA), municipalities and local townships. Pace Board of Directors and other service boards; and 7) providing support in Paratransit daily operations. The Project Manager, Quality Assurance is responsible staff performance and development, adherence to Pace policy and procedure as they apply staff and service implementation. This position is required to perform other duties as assigned to meet Pace goals.
Qualified candidate must have a Bachelor's Degree in relevant discipline or equivalent work experience; five (5) years' experience in managing Quality Assurance of ADA complimentary Paratransit services; Experience with US DOT/FTA ADA complimentary Paratransit services; Experience with US DOT/FTA ADA Transportation and Title VI is required. Experience in Project Management and or Service Coordination in a public-sector environment is preferably. Must be highly proficient in the use of computer software; specifically, Microsoft Office Suite, with special emphasis on Excel, Word and Outlook, along with familiarity of Trapeze scheduling and routing software and Oracle accounting software. Must have excellent written communications skills necessary to write agreements and prepare documents related to the duties of the job. Must have the ability to respond quickly within a dynamic environment with tight deadlines. Proficient math skills for service analysis, budgeting and payment processing is required. Some Government procurement and or preparation of RFP experience is preferred. Candidate must have excellent oral skills and the ability to perform public speaking. Applicant must have a good work history and possess a current and valid driver's license. Must be able to manage traveling by vehicle within the six (6) county RTA region and access other modes of transportation to travel outside of the RTA region. This includes carrying equipment and documents needed. This position is safety sensitive and subject to drug and alcohol testing in compliance with FTA DOT regulations and Pace.