Senior Program Manager

Washington D.C
Oct 04, 2022
Oct 07, 2022
Full Time
Minimum Qualifications:

Graduation from an accredited college or university in Business Management or a relevant discipline. A minimum of seven (7) years progressive experience in quality assurance, distribution route planning and optimization and/or contract management or a relevant investigation or analysis is required. A minimum of four (4) years of supervisory experience is also required.

Experience in lieu of education may be considered if the candidate can effectively demonstrate progressively responsible experience in quality assurance, distribution route planning and optimization and/or contract management or a relevant investigation or analysis is required. A minimum of four (4) years of supervisory experience is also required.

Medical Group:

Ability to satisfactorily complete the medical examination for this position. Must be able to perform the essential functions of this job either with or without reasonable accommodation(s).

Mission Essential Designation

In accordance with the Washington Metropolitan Area Transit Authority's Continuity of Operations Plan (COOP) this job has been identified as critical to mission essential functions. Incumbents in this role may be required to report to or continue to work in the event of authorized office closings or service suspensions due to severe weather, natural disaster, fire, operational emergencies or related events.

Job Summary/Duties:

This position is professional project supervisory and quality assurance work requiring a proven ability to lead and oversee contractors and staff, including establishing and monitoring performance procedures and requirements. This work is performed as part of the Authority's comprehensive customer information program to include oversight of various special projects as assigned by Director, Customer Service as related to special events and other Customer Service related projects. The Senior Program Manager will develop and ensure the successful implementation of programs to establish and enhance customer service initiatives. This includes creating, maintaining and administering quality assurance programs as necessary for all facets of customer service projects. Employee has considerable latitude for exercising independent judgment and initiating corrective actions.

Provides supervisory oversight goal setting and performance management for contractor staff.

Establishes standards, observes, measures, and documents the performance of equipment, procedures and employees.

Performs lead supervisory responsibilities and supervisors temporary employees and others as needed to support customer service programs.

Provides guidance and assistance to develop and implement quality control programs for vendors/installers in order to ensure timeliness and quality of service.

Prepares guidelines and project goals to improve performance and develops trend analyses using accepted process control techniques.

Assists in the development and implementation of departmental goals, objectives, priorities and policies.

Conducts research, prepares and presents studies and makes recommendations on customer service related issues.

Assists in the writing and preparation of contracts, memorandums of understanding and grants.

Utilizes and accurately interprets bus schedules, route manifests and other information provided by Planning and Scheduling and other sources that pertain to displaying useful, timely and accurate bus service information

Assists with the implementation of new bus service and the branding of such service.

Monitors contract performance to ensure compliance with contract requirements and performs periodic audits that verify the contractor is implementing and maintaining the agreed to installation plans and standards.

Represents WMATA on off-site vendor audits, monitors contractor inspection and testing plan for all elements of the contract and provides assurance that the final product or service meets contract, operational and liability requirements.

Recommends and/or takes corrective action, including additional training, to alleviate substandard performance. Provides immediate corrective action for those vendors, contractors or employees observed to be performing their duties in an unsafe, substandard manner, or to be in violation of established WMATA practices and procedures.

Ensures compliance with all Authority policies, procedures, guidelines and established rules, to include all operations safety rules, operating rules and functional procedures.

Develops and maintains an effective working relationship with middle and senior level management and outside agencies to ensure development and operation of an effective quality control/quality assurance program.

The above duties and responsibilities are not intended to limit specific duties and responsibilities of any particular position. It is not intended to limit in any way the right of supervisors to assign, direct and control the work of employees under their supervision.

Evaluation Criteria

Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:
  • Skills and/or behavioral assessment
  • Personal interview
  • Verification of education and experience (including certifications and licenses)
  • Criminal Background Check (a criminal conviction is not an automatic bar to employment)
  • Medical examination including a drug and alcohol screening (for safety sensitive positions)
  • Review of a current motor vehicle report


WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.

This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.

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