Transportation Program Administrator

Significance, Inc. is seeking a CMS Transportation Program Administrator to support a federal program (contingent upon award). This position requires the ability to obtain and maintain a Public Trust.

The Transportation Program Administrator is the primary point of contact for CMS employees who use the transportation programs administered by the CMS Office of Security, Facilities, and Logistics Operations (OSFLO) at CMS Headquarters in Baltimore, and delivers high-quality, responsive, and professional customer service across all of them. The role supports four programs: the Transit Subsidy Benefits Program (administered through an Interagency Agreement with the Program Support Center), the CMS Headquarters Parking Program, the Fleet Management Program, and Cargo Traffic Services for freight and household goods. The Representative takes over the high-volume, day-to-day transactions currently handled as secondary duties by the CMS Parking and Transit Program Manager and the CMS Fleet Manager, so those managers can focus on policy, compliance, and strategy.

Responsibilities:

• Answer employee inquiries by phone, email, and in person about transit subsidy benefits, parking program eligibility and availability, fleet reservations, freight and household-goods services, and other transportation and traffic-related services
• Intake, evaluate, and process transit subsidy applications (mass transit, vanpool, and Bike2Work), renewals, adjustments, and terminations through the GOVGO! Portal in a timely and accurate manner and in strict compliance with program rules and guidelines
• Administer CMS Headquarters parking: process new applications, make parking assignments, manage waitlists to ensure equitable distribution, and maintain accurate parking records
• Coordinate fleet vehicle reservations, track vehicle availability, and maintain up-to-date fleet utilization records
• Assist with scheduling fleet vehicle maintenance and help ensure vehicles are available and compliant with applicable federal regulations and CMS policies
• Support Agency traffic management by arranging freight reservations for large shipments (such as IT equipment relocations and trade show materials) and processing household-goods services for Agency-supported employee relocations, using TMSS 2.0 or a similar system
• Maintain accurate and complete records of all customer interactions and transactions in the applicable program systems
• Escalate complex or unresolved issues to the Commuter Services and/or Transportation Program Manager(s); raise critical issues immediately so they can be reported to the COR within 24 hours
• Compile data for the monthly Transit Subsidy, Parking, and Fleet Utilization reports and the Monthly Status Report, including inquiries received, resolved, and pending and transit applications returned for editing
• Support the quarterly Quality Assurance/Customer Satisfaction Report, the Annual Performance Report, and ad hoc data requests (due within 5 business days)
• Assist with developing and maintaining customer service standard operating procedures (SOPs) and reference materials
• Participate in team meetings, training sessions, and quarterly and annual program reviews as directed