A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What we offer

• Impact - The work you do here matters to millions. 
• Growth - Philadelphia is growing, why not grow with it? 
• Diversity & Inclusion - Find a career in a place where everyone belongs.
• Benefits - We care about your well-being.

Agency Description

The Managing Director’s Office (MDO) works in coordination with individual operating departments to implement the Mayor’s vision and deliver efficient, effective, and responsive public services to every neighborhood in Philadelphia.  MDO plans, coordinates, and implements major strategic initiatives that involve multiple departments. The MDO leadership provides strategic oversight and support for the Philadelphia Police Department (PPD), Philadelphia Fire Department (PFD), Department of Prisons (PDP), Department of Licenses and Inspections (L&I), and the Office of Emergency Management (OEM), as well as administrative support to the independent Citizens Police Oversight Commission (CPOC). MDO supports five operational clusters: Community Services, Criminal Justice and Public Safety (CJPS), General Services, Arts & Events (GSAE), Health and Human Services (HHS), Transportation, Infrastructure and Sustainability (OTIS).

The Managing Director’s Office has responsibility for managing high priority initiatives that cut across multiple agencies and affect the lives of tens of thousands of the City’s most vulnerable residents. The Zero Fare Operations Manager will serve as a key team member for the Zero Fare pilot program, a 2-year pilot program that provides free all system SEPTA passes to Philadelphians near or below the poverty level.  

The Zero Fare Operations Manager reports to the Director of the Zero Fare Program with strong collaborators in the Office of Transportation, Infrastructure, and Sustainability (OTIS), the MDO Policy Unit, Office of Community Empowerment, and external partners including SEPTA and community based organizations. The Zero Fare Operations Manager will provide oversight to the day to day operations of the zero fare program, including customer service, enrollment management, outreach, and fulfillment.  The Zero Fare Operations Manager will assist the Director in maintaining relationships with internal and external program partners, and will convene regular meetings to ensure proper communication flow.

Essential Functions

• Overseeing the day to day operations of the Zero Fare Program, including enrollment management, tracking of usage, customer service and fulfillment of cards.
• Managing relationships with operational program partners and stakeholders, including convening, agenda setting, managing meeting follow-up, elevating concerns to the Program Director
• Developing training and refresher courses on customer service, as it relates to the Zero Fare Pilot and the process for daily operation.
• Coordinating a communication and outreach strategy around the Zero Fare Pilot Program, including maintaining communication with City departments, the Mayor’s Office, program partners. This will include coordinating with the Communications lead on the City’s response to media inquiries, including coordination with the OTIS Communications Coordinator.
• Identifying opportunities to improve program design, process and performance and further align the pilot with its programmatic goals and connections to other anti-poverty programs.
• Coordinating with the Data and Evaluation manager on program participant database and program evaluation, including the development of reports.
• Coordinating beta testing process within the City and across partners.
• Other duties as assigned.

Competencies, Knowledge, Skills and Abilities

• Rigorous: Driven by thoughtful, quality, and detail-oriented processes, project output, and client/team interactions.
• Organized: Demonstrated ability to manage multiple projects, estimate timelines, rework a project approach based on unforeseen challenges, work well under pressure, and set/meet reasonable deadlines.
• Convener: Ability to convene partners and facilitate solutions-oriented discussions, identify and resolve complex issues, and manage and resolve conflicts.
• Excellent communicator: Strong written and verbal communications skills and the ability to communicate effectively with stakeholders that range from individual clients to senior leadership and elected officials. Commitment to excellent resident service.
• Relationship-builder: Ability to work with a variety of people and personalities, listen and ask questions to identify creative solutions, and cultivate strong relationships to ensure seamless collaboration and continued project support.
• Curious: Ability to practice active listening, ask questions to get at the root of a problem, be open to receiving/giving constructive feedback, and have a sincere interest in learning new skills or growing old ones.
• Action-oriented: Ability to see opportunities, navigate barriers, be self-directed, and problem-solve solutions that enhance the City’s deliverables, processes, and practices.
• Resilient: Ability to have a sense of humor, learn from mistakes, and/or return to work after experiencing a setback.
• Amplifier: Ability to amplify others’ strengths and successes and operate beyond ego and self-interest.

Work-Life

37.5 hours per week. Our team is currently hybrid with both virtual and in-office days, however the position can opt to come in the office each day if desired.

• Completion of a Bachelor’s degree program at an accredited college or university with course work in public policy, data analytics, urban studies, social work/social policy, other social science, and/or other relevant fields, OR commensurate experience.
• 3 or more years of experience in a public sector or non-profit setting working as a team member in a collaborative environment, with at least one year of experience working with economically disadvantaged communities, benefits programs, or direct service and at least one year of experience in multi-stakeholder engagement and collaboration.

TO APPLY: Interested candidates must submit a cover letter and resume.

Salary Range: $75,000 - $85,000

Discover the Perks of Being a City of Philadelphia Employee:

• We offer Comprehensive health coverage for employees and their eligible dependents
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available
• Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
• Enjoy a Free Commute on SEPTA - Starting September 1, 2023, eligible City employees will no longer have to worry about paying for SEPTA public transportation. Whether you're a full-time, part-time, or provisional employee, you can seize the opportunity to sign up for the SEPTA Key Advantage Program and receive free Key cards for free rides on SEPTA buses, trains, trolleys, and regional rails.
• Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!

Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

*The successful candidate must be a city of Philadelphia resident within six months of hire

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that  are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to [email protected].

For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx