Senior Manager, Change Management and Process Optimization

Metropolitan Transportation Authority; New York (NY); On-site; USD 100,000 - 140,000; Full time

Job summary

The Metropolitan Transportation Authority is seeking a Senior Manager, Process Optimization in New York, NY. This role involves assessing and optimizing business processes across MTA, driving transformational programs, and ensuring alignment with strategic objectives. The successful candidate will have a Bachelor's degree, significant experience in process management, and strong analytical skills. The role requires leadership abilities to inspire teams and influence organizational change, with opportunities for teleworking available.

Qualifications

• Proficient in leading and influencing clients on transformation strategies.
• Strong analytical and quantitative skills with experience in business case development.
• Excellent interpersonal and presentation skills essential for collaboration.

Responsibilities

• Assess current business processes and develop future strategies.
• Lead the design, modelling, and implementation of optimized business processes.
• Collaborate across business groups to establish effective procedures.

Skills

Business process mapping

Process optimisation

Analytical skills

Problem-solving skills

Time management

Data analysis

Communication skills

Leadership skills

Education

Bachelor's degree in Business Administration or related field

7+ years of relevant experience

Tools

Microsoft Office Suite

Process optimization tools

Job description

This position is eligible for teleworking, which is currently one day per week. New hires are eligible to apply 30 days after their effective hire date.

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation’s largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

Position Objective

The Senior Manager, Process Optimization, is responsible for assessing the stability and sustainability of all current business processes and optimizing them, as well as developing future processes. This includes the accountability to execute specific initiatives and collaborate with stakeholders across all MTA Agencies and organizational areas, ensuring People business processes conform to the organization’s long‑term business strategy and collaborating with different departments so processes work in harmony.

A critical objective of the Senior Manager, Process Optimization, is to manage and deliver a transformational portfolio of enterprise‑wide programs and projects that introduce People best practices across the Agency. This individual is also responsible for maintaining a continuous improvement program that will enable and enhance the capabilities of the People team to effectively support the overall strategic objectives of the organization.

The Senior Manager must organize and prioritize their overall project pipeline and establish a governance and delivery model for tracking the execution of the strategic project portfolio.

Responsibilities

• Independently assess current business processes, identify capability gaps, gain business‑IT alignment, develop future state strategy & solution vision.
• Responsible for partnering with cross‑functional partners to manage the design, modelling, and implementation of new or modified business processes and recommended organisational structures.
• Proactively lead collaborative efforts at the direction of the Senior Director of HR Process Optimization, across business groups, functional teams, and at multiple levels. Accountable to provide a stable foundation for procedures & processes that will enable the execution of the People’s Department goals.
• Provide strategic communication, problem solving, risk management, facilitating meetings, and ensuring quality control are elements.
• Act as a Project Manager for the Senior Director of HR Process Optimization and improve business processes through tools, metrics, and dashboard reporting to enable decision making.
• Understand operational needs and work with data to identify trends and develop solutions.
• Demonstrate expertise in business processes, including process mapping and optimisation.
• Responsible for partnering with cross‑functional teams to drive the planning, execution, and auditing of business processes that enable efficiencies and accountability for all business processes and MTA procedures.
• Selects, develops, and motivates personnel within the department. Provide career development for subordinates. Provide prompt and effective coaching and counselling. Responsible for the discipline/termination of employees when necessary. Review the performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
• Strong executive and emotional presence to inspire and influence change across the organisation.
• Other duties as assigned.

Qualifications

Knowledge/Skills/Abilities

• Proficient in business process mapping, process optimisation, and system improvements for organisational efficiency.
• Strong analytical, quantitative, and problem‑solving skills with experience in business case development and implementation planning.
• Excellent time management, prioritisation, and decision‑making abilities with strong attention to detail.
• Ability to coach, train, and collaborate across functions, while synthesising diverse viewpoints and influencing stakeholders.
• Skilled in data analysis and making data‑driven decisions, with experience in performance metrics and meeting targets.
• Comfortable managing ambiguity, balancing strategic and operational needs, and delivering customer‑centric solutions.
• Ability to think both creatively and critically, willing to think outside the box and challenge the status quo.
• Strong communication, interpersonal, organisational, and presentation skills.
• Proven ability to manage high‑pressure environments and lead teams to meet short‑ and long‑term goals.
• Demonstrated ability to communicate effectively with key internal and/or external stakeholders.
• Demonstrated ability to complete short‑ and long‑term projects effectively and as efficiently as possible.
• Proficient in Microsoft Office Suite (i.e., Word, Excel, PowerPoint, and Outlook) and experienced in cross‑organisational process/change management tools.

Required Education and Experience

• Bachelor’s degree in Business Administration, Human Resources, Computer Science, Management, Economics, and/or a related field, or an equivalent combination of education and experience from an accredited college may be considered in lieu of a degree.
• Minimum seven (7) years of related experience, including experience in:
• A management consulting role.
• Performing business process analysis or business requirements development.
• Leading and influencing clients and project teams on transformation and process improvement strategy, and/or leadership role in a large, multi‑faceted, fast‑paced organisation or governmental body preferred.
• Systems implementation/deployment (with business/domain focus).

Preferred Qualifications

• Master’s degree in HR/Operations/IT Management, Strategy, Business Administration, or a related field.
• Strong preference for past roles in management, consulting, process improvement, systems implementation, or business operations.
• Attainment of or in the process of attaining specific Business Process certification(s) such as Lean Six Sigma.
• Proficiency in office productivity tools, web‑based applications, and data analysis tools (e.g., MS Forms, Project, Power BI).
• Familiarity with Human Resource Information Systems (e.g., PeopleSoft, Workday, Oracle HCM) and process optimisation tools (e.g., Visio, ARIS).
• Knowledge of HR best practices, business trends, and MTA policies and procedures.
• Prior experience working in a large, multi‑faceted, fast‑paced organisation or governmental body.

Other Information

May need to work outside of normal work hours (e.g., evenings and weekends).

Travel may be required to other MTA locations or other external sites.

Employees driving company vehicles must complete defensive driver training once every three years for current MNR drivers, or within 180 days of hire or transfer for an employee entering an authorised driving position.

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including those concerning veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.