Service Delivery Manager – Paratransit Operations

Lead the Teams, Providers, and Partnerships That Keep Transportation Moving

About Us: Transit Technologies serves as the parent company to a diverse network of transportation products and services that, together, cover the entire lifecycle of a vehicle using best-in-class software. An industry leader in the making, Transit Technologies is on a path to becoming a one-stop shop for transit solutions; a full end-to-end provider of revolutionized mobility services.

About MJM Innovations

MJM Innovations helps organizations improve transportation and aging services through transportation management software, outsourced management services, card solutions, and custom software development.

We work with government entities, nonprofit organizations, and private transportation companies to help them deliver reliable, accessible, and efficient transportation.

MJM Innovations is part of Transit Technologies, a growing transportation technology platform built through strategic investment and the combination of leading transportation software and services businesses. Together, our teams are helping modernize how transportation is managed, delivered, and experienced.

About the Opportunity

MJM Innovations is looking for a Service Delivery Manager to lead the operational performance of transportation providers supporting the MTA Call-A-Ride (CAR) program.

This is a high-impact leadership role for someone who understands paratransit operations, knows how to manage transportation providers, and is comfortable balancing service quality, contractual requirements, customer expectations, and operational performance.

You will be responsible for making sure the provider network has the capacity to meet demand, performance issues are identified and corrected quickly, and service delivery consistently meets established standards.

You'll work closely with transportation providers, call center leadership, internal teams, and MTA personnel—bringing together the people, data, processes, and accountability needed to deliver dependable service.

This is a hands-on operational leadership role. You won't simply monitor performance—you'll identify what's getting in the way, bring the right people together, and drive solutions.

What You'll Do

Build and Manage a Reliable Provider Network

• Recruit, develop, and maintain a strong network of transportation providers capable of meeting program demand.
• Ensure sufficient provider capacity for both ambulatory and accessible trips across all operating hours and days of the week.
• Monitor provider availability, staffing, vehicle capacity, and service coverage.
• Identify capacity gaps before they impact customers and develop plans to address them.
• Build strong, accountable relationships with transportation providers and business partners.

Own Service Performance

• Monitor daily, weekly, and monthly operational metrics to identify trends and opportunities for improvement.
• Track key performance indicators including on-time performance, trip fulfillment, customer complaints, staffing, safety, and service quality.
• Quickly identify negative performance trends and work with the appropriate leaders to correct them.
• Hold providers and internal teams accountable to established performance standards.
• Drive corrective actions when service falls below expectations.
• Minimize liquidated damages by identifying failures early and ensuring corrective actions are completed.

Lead Cross-Functional Operations

• Oversee the Call Center Management Team's performance against program requirements.
• Partner with call center leadership to address service issues, customer concerns, and operational gaps.
• Coordinate with internal teams, transportation providers, and MTA personnel to resolve issues efficiently.
• Ensure driver coverage, vehicle availability, staffing, and operational requirements are aligned with program needs.
• Serve as a hands-on escalation point for complex provider and service-delivery issues.

Manage Contracts and Business Partnerships

• Negotiate contract terms with internal and external business partners.
• Monitor contractual obligations, deadlines, and performance requirements.
• Identify potential operational and financial risks associated with contract terms.
• Ensure providers and internal teams understand and meet applicable contractual requirements.
• Maintain strong relationships with customers, vendors, partners, and internal stakeholders.

Lead Compliance and Quality

• Oversee provider compliance with applicable MTA contractual requirements and operating standards.
• Monitor compliance related to drivers, vehicles, staffing, customer complaints, service delivery, and safety.
• Ensure applicable COMAR requirements are understood and addressed across the provider network.
• Monitor accident reporting and ensure required information is handled appropriately and promptly.
• Partner with providers and internal leadership to correct compliance gaps and prevent recurring issues.

Turn Data Into Action

• Analyze operational data to understand what is happening across the program and why.
• Develop executive-level summaries that communicate program performance, trends, risks, and opportunities.
• Provide regular reporting to internal leadership and external stakeholders.
• Use performance data to establish priorities, improve provider performance, and support business decisions.
• Translate complex operational information into clear recommendations and action plans.

Partner With MTA Leadership

• Attend regular meetings with MTA personnel and serve as a key operational representative for the program.
• Provide clear updates on performance, challenges, corrective actions, and opportunities.
• Build credibility and trust through consistent communication and reliable follow-through.
• Balance client expectations with operational realities while remaining focused on service outcomes.

What Makes Someone Successful Here

The right person is a high-energy, sleeves-up operator who enjoys solving problems, building relationships, and being accountable for results.

You will thrive here if you:

• Drive Results Relentlessly: Move quickly from identifying a problem to creating and executing a solution.
• Own It: Take responsibility for outcomes and don't wait for someone else to fix a problem.
• Think Critically, Act Decisively: Use data and sound judgment while being willing to make decisions when circumstances change.
• Communicate with Impact: Build credibility with executives, clients, providers, employees, and frontline teams.
• Raise the Standard: Hold yourself and your partners accountable to consistently high service and performance expectations.
• Inspire and Elevate Others: Bring providers, employees, and cross-functional teams together around shared goals.
• Obsess Over Growth: Look for ways to improve service, strengthen operations, and make the program better over time.
• Are Coachable: Listen, adapt, learn from experience, and continuously improve.

Qualifications

Required

• 5+ years of experience in transit, paratransit, demand-responsive transportation, or a similar transportation operation.
• At least 2 years of supervisory or operational leadership experience.
• Strong working knowledge of ADA paratransit requirements.
• Understanding of paratransit and demand-responsive transportation operations, including service delivery, maintenance, safety, customer service, and performance metrics.
• Experience managing or working with transportation providers, subcontractors, or vendor networks.
• Knowledge of scheduling, dispatching, or transportation brokerage software.
• Strong analytical and problem-solving skills.
• Excellent written, verbal, and presentation skills.
• Strong working knowledge of Microsoft Word, Excel, and PowerPoint.
• Ability to manage multiple priorities and issues simultaneously.
• Ability to build productive relationships with customers, vendors, internal leaders, and cross-functional teams.

Preferred

• Experience managing outsourced transportation or subcontracted provider networks.
• Experience with paratransit or mobility programs involving accessible transportation.
• Experience managing transportation contracts and service-level requirements.
• Familiarity with operational KPIs such as on-time performance, trip fulfillment, complaints, staffing, vehicle availability, and service quality.
• Experience preparing executive-level operational reporting.
• Experience working directly with transportation agencies or large enterprise transportation clients.
• Experience with transportation management, scheduling, or brokerage platforms.

The Impact You'll Make

Your work will directly influence the reliability and quality of transportation service delivered through the MTA Call-A-Ride program.

You will help ensure:

• Riders have access to dependable transportation when they need it.
• Transportation providers have the capacity and resources to meet demand.
• Performance issues are identified and corrected before they become larger service problems.
• Providers meet contractual, operational, safety, and compliance expectations.
• Internal teams and external partners have clear visibility into program performance.
• Leadership has the data needed to make informed operational decisions.
• Service quality continues to improve over time.

Why you should join our team . . .

•At Transit-Technologies, we hire team members who can take initiative and ownership of their role and are dedicated to finding new clients and enhancing the experience of existing ones. Our work is extremely fast paced and never the same from day to day, and our team members appreciate the autonomy to manage their daily workload and contribute to the success of our company. Our sales team members work with amazing software solutions that have a great impact on the transportation industry providing service to their communities every day. Our team members find that the experience they gain helps them grow in their technical expertise and overall sales presentation skills, contributing to their overall professional development.

•Transit-Technologies is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information, or any other legally recognized protected basis under federal, state, or local laws, regulations, or ordinances.