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Senior Manager, Program Delivery & Process Management

Job ID: 13722

Business Unit: MTA Headquarters

Regular/Temporary: Regular

Department: Program Delivery

Date Posted: Nov 11, 2025

Description

POSTING NO.

13722

JOB TITLE:

Senior Manager Program Delivery & Process Management

DEPT/DIV:

People Department

WORK LOCATION:

2 Broadway

FULL/PART-TIME

FUL L

SALARY RANGE:

$103,384 - $116,307

DEADLINE:

Until filled

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.

Opening:

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 Program Delivery and Process Management team’s primary objective is to manage a transformational portfolio of enterprise-wide programs and projects that introduce best practices in talent acquisition, organizational design and development, performance management, compensation, benefits, and HR operations and analytics. This team is also responsible for designing and maintaining a continuous improvement program that will enable and enhance the People team's capabilities to effectively support the organization's overall strategic objectives.

The Senior Manager, Project Management, will report directly to the Senior Director of Program Delivery & Process Management. The Project Manager will be responsible for supporting the portfolio of enterprise-wide projects within Talent Acquisition, organizational design & development, performance management, compensation, benefits area, & the HR Operations & Analytics department. The Senior Manager will also be managing smaller scale projects and documenting various internal processes within the People’s department, various functions. The Project Manager will use their analytical skills to apply statistical methods, perform cost analysis, and root-cause analysis for managing various process improvement initiatives. The Project Manager will run workshops with various internal clients and look to re-engineer processes and supporting systems to improve process capabilities, capacity, workflow, and internal logistics.

The successful candidate will lead and facilitate kaizen teams and processes. They will design and manage multiple projects while applying lean theory and principles to all industrial processes to drive strategic initiatives and process optimization efforts. Moreover, the selected candidate will create, update, and audit all levels of documentation to ensure adherence to standardized work and form a benchmark of continuous improvement. Lastly, the incumbent must ensure alignment of engineering resources to achieve strategic targets and ensure the systems put in place continue to meet end users’ needs.

This role will be responsible for supporting & implementing agency-wide HR strategic initiatives, complex HR process improvements, and informational systems integration projects from a strategic and tactical level.

This department also serves as a center of excellence in business analysis and process improvement for the MTA. It will enable the MTA to harness the capabilities of continuous process improvement. This role is also responsible for supporting the business architecture function, inclusive of the HR function’s capabilities, processes, controls, and key performance indicators that will enable a structured, efficient, and transparent approach for the delivery of HR process improvement programs and projects.

Responsibilities:

Business Analysis:

+ Support the Process Management Team with documentation and continuous improvement program processes and procedures.

+ Lead BPM Workshops/projects to embed the BCM Capabilities Model, enterprise processes, and other HR related projects.

+ Scope and charter the work for business process continuous improvement efforts.

+ Support the development of modeling & continuous improvement capabilities across all agencies for the development of training, guidance, tools, etc.

+ Coach and mentor business leaders, team members to execute solutions as they relate to the current and future state business environment

Process Management:

+ Build process maps, project plans, data collection plans, and data analysis; identify synergies and gaps around the process for standardization and optimization

+ Within the center of excellence team, create and build process models and templates for reusability, identify, and share best practices and economies of scale across agencies to drive, capture, and sustain process improvements leading to process consistency and standardization across agencies.

+ Perform creation of business processes, model requirements, and details with MTA specific division SMEs during workshops.

+ Discover and develop business process models with MTA specific division SMEs to document (as-is) and/or Future State process models in BPMN modelling notation.

+ Create and Produce Standard Operational Procedures for various division specific processes.

+ Perform a detailed review of process models and organizational charts prior to review in alignment with project requirements.

+ Facilitate remediation of modeling issues/procedure documentation with SMEs

Project Management:

+ Facilitate & manage large cross-functional and cross-departmental projects with high complexity and cross-organizational impact.

+ Provide full lifecycle project management of MTA-wide process improvement initiatives from project mandate to benefits realization, including progress monitoring, reporting, and quality assurance throughout all stages, to timely address cost, time, scope, quality, and risk deviations

+ Develop project scoping and initiation documents, including project briefs, business cases, communications materials, project risks, quality, and configuration strategies to drive successful stakeholder engagement, issue escalation and resolution, risk mitigation, and project completion.

+ Perform Cost Benefit project reporting analysis (PMO) on all six launched sigma projects across each agency. Recommend possible solutions to improve productivity, quality, and safety on various projects. Conduct mentorship sessions with various Six Sigma candidates in the training program to guide their projects and expertise.

+ Create, update, and audit all levels of documentation to ensure adherence to standardized work and create benchmarks and KPI’s to track the program's results and progress.

Change Management

+ Prepare change management plans and stakeholder communications to ensure stakeholder buy-in, brief executives and senior leaders across the agencies, foster active participation in MTA-wide projects, and manage resistance to change

+ Be the change agent to implement industry best, state of the art practices for short term and long-term productivity gains.

+ Is held accountable for overseeing and evaluating contractor performance, where applicable:

+ Observing the work performed by the contractor;

+ Reviewing invoices and approving them if the work meets contractual standards;

+ Addressing performance issues with the contractor when possible; and

+ Escalating issues to other parties as needed.

+ Ensure process improvements are tied to measurable financial and non-financial benefits, and such benefits are in line with the corporate objectives and long-term goals.

+ Create and design business plans, and provide RFP support as required.

+ Translates recommendations into communication materials to effectively present to senior leadership

+ Other project management duties as assigned.

Qualifications:

Knowledge/Skills/Abilities:

+ Strong quantitative, analytical, and problem-solving skills, together with demonstrated proficiency in business case development and implementation planning.

+ Strong communication skills, both oral and written, with a talent to discern different contexts required for different audiences in order to obtain consensus on strategy.

+ Strong interpersonal skills with the ability to work with and collaborate across the MTA at all levels within and outside of the organization.

+ Working knowledge of business process modeling tools

+ Deadline driven, organized, detail-oriented, and responsible.

+ Executive and emotional presence to inspire and influence change across the organization

+ Ability to build relationships and work with diverse people using tact, diplomacy, discretion, and sensitivity.

+ Ability to train and coach other team members.

+ Ability to prioritize problems and promptly resolve or escalate, when necessary.

+ Strong time management skills and ability to manage individual assignments.

+ Strong attention to detail.

+ Strong working knowledge of Microsoft Office Suite (e.g., MS Excel, Access, etc.). Familiarity with performance metrics and ability to meet identified targets.

+ Must have knowledge of Business Processes, Process Mapping, and Process Optimization.

+ Must have knowledge of improving the execution for organizations via systems improvement, analysis, and strategy.

+ Ability to work side-by-side clearly and consistently across functions and departments, synthesizing multiple points of view and influencing leaders and peers to execute a coherent action plan.

+ Able to understand operational needs and work with data to identify trends and develop solutions.

+ Ability to thrive in a fast-paced, dynamic environment, and is a genuinely collaborative team player.

+ Ability to manage through ambiguous and subjective situations, including balancing strategic orientation and operational efficiency to ensure we deliver what is “right” for the customer, internal, and external.

+ Comfortable working with data and making data-driven decisions.

+ Ability to think both creatively and critically, willing to think outside the box and challenge the status quo.

+ Demonstrated ability to work with all internal levels within a given organization.

+ Demonstrated ability to communicate effectively with key internal and/or external stakeholders.

+ Demonstrated proficiency in Microsoft Office Suite or comparable applications, i.e., Word, Excel, PowerPoint, and Outlook.

+ Project Management experience for technical systems delivery, overseeing technical projects.

+ Strong knowledge of multiple data analysis techniques and methodologies to drive key business decisions.

+ Demonstrated experience building and leading a high-performing team.

+ Must possess innovative and strategic thinking with a track record of delivering results.

+ Demonstrated ability to manage multiple projects, programs, and teams simultaneously with adherence to standards and deadlines.

+ Ability to identify, analyze, prioritize, and resolve complex problems.

+ Strong knowledge of organizational change management principles and practices.

+ Strong knowledge of project management principles and experience

+ Ability to effectively prioritize and execute in a high-pressure environment

+ Ability to independently set priorities and meet deadlines in a fast paced environment; a self-starter

+ Familiarity with creating Standard Operating Procedures (SOPs) and documenting key process requirements, and can produce sample work upon request to the MTA

+ General Knowledge of public mass transit assets & operations

+ Expert Knowledge of lean methods, waste elimination, 5S, total productive maintenance, flow, and error proofing

+ Ability to perform root-cause analysis and value stream mapping

+ Led Kaizen or CI events and or improvement teams and implemented lean manufacturing techniques.

+ Must be able to prepare concise and insightful reports in a timely manner

+ Strong interpersonal skills with the ability to interact with all levels in the company & outside agencies

+ Demonstrated oral and written communication skills.

+ Demonstrated Interpersonal and collaboration skills.

+ Strong knowledge of data reporting methodologies and visualization.

+ Ability to align performance standards to KPIs.

+ Ability to manage superior, peer, direct report, stakeholder, and customer relationships.

+ Ability to build consensus, influence, and present to senior, peer, and stakeholder leadership.

+ Working knowledge of budget management and financial reporting.

Required Education and Experience:

+ Bachelor’s degree in business administration, Organizational Management, or related field with outstanding academic achievement. An equivalent combination of education and experience may be considered in lieu of a degree.

+ Strong interpersonal skills with the ability to interact with all levels in the company & outside agencies.

+ A minimum of 7 years’ experience in executing and delivering mid to large-scale organizational projects.

P referred:

+ MBA or Advanced Degree

+ Certified Lean Six Sigma Green Belt from an accredited institution or training company (Black Belt preferred).

+ Preferred minimum 7 years’ experience in Business Process Modelling (& management) with MS Visio is required.

+ Working knowledge of PeopleSoft HCM and Oracle HCM, Experience with

+ Cloud Migrations.

+ Familiarity with creating Standard Operating Procedures (SOPs) and documenting key process requirements, and can produce sample work upon request to the MTA

+ Working knowledge and use of office productivity tools and web-based applications.

+ Updating/reviewing process maps using BPMN process mapping tools such as Aris software

+ Strong Problem Solving & analytical skills

+ Strong Project Management, coordination, and multi-tasking skills

+ Strong Leadership skills with the ability to develop, motivate, and foster teamwork

+ Strong ability to exercise a reasonable level of in-depth judgement and decision making

+ Strong Verbal and written communication skills

+ Excellent organizational & planning skills with attention to detail

+ Must be able to work in a fast-paced environment

+ Must be able to prepare concise and insightful reports in a timely manner

+ Strong interpersonal skills with the ability to interact with all levels in the company & outside agencies

+ Working knowledge of Microsoft Office (Word, EXCEL, Visio, Access, etc ).

+ Proficient in MS VISIO for process mapping

+ Technical knowledge (SQL, Power BI, POWER APPS, MS FORMS)

Other Information

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

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

According to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).

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 authorized driving position.

Equal Employment Opportunity

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.