Operations Manager

Job Requirements

• Effectively manage on-time performance and driver availability.
• Effectively manage all call center functions.
• Effectively manage customer relations through both direct contact and outreach programs.
• Identify, select, train, and mentor location staff.
• Effectively and frequently communicate with location staff and support team members.
• Assist in overseeing safety and training programs, plans and processes to ensure compliance with company, contract and regulatory requirements.
• Contribute to maintaining the safety culture of the division.
• Maintain client contact routinely to meet or exceed expectations.
• Assist with conducting periodic departmental audits.
• Daily, weekly, and monthly review of key operational metrics.
• Implement, promote, and adhere to company policies and procedures.
• Participate in location labor and employee relations activities.
• Direct the day-to-day operation of the client service and ensure services are delivered in accordance with this Agreement and client's established objectives, standards, and performance requirements.
• Maintain regular communication and coordination with client's Field Administrator(s) regarding operational performance, service quality, and issues affecting service delivery.
• Coordinate with subcontractors to identify and resolve service issues, improve operational practices and training, and implement operational improvements that enhance service efficiency and rider satisfaction.
• Demonstrate and maintain a thorough knowledge of the ADA, applicable FTA requirements, and all client policies, procedures, and operating requirements applicable to the services provided under this Agreement.
• Be proficient in call center, scheduling, dispatch, and field operations as necessary to effectively manage service delivery.
• Ensure Scheduling, Window Dispatch, and Radio Dispatch personnel receive appropriate training and supervision necessary to perform their assigned duties and support service delivery that meets or exceeds client's established objectives and standards.
• Attend meetings, presentations, and other events as requested by client.
• Be available during normal business hours and remain reachable outside normal business hours for emergencies through client-approved communication methods.

Talent Requirements

• A minimum of five (5) years of supervisory experience in public transportation operations or a related field.
• A minimum of three (3) years of supervisory experience overseeing ADA complementary paratransit services or comparable demand-response transportation services.
• Demonstrated knowledge of ADA complementary paratransit requirements, applicable FTA regulations, and demand-response transportation operations.
• Shall have successfully completed the Transit and Paratransit Management Certificate Program or equivalent professional training acceptable to client.
• The ideal candidate would have experience in scheduling and personnel management and training.
• Must be able to work independently and have strong written and verbal skills.
• Knowledge of the contractual obligations is a must to perform this job correctly.
• Knowledge of company policy assures that the field operator is using consistent measures to assess a drivers' activity.
• Experience managing fast paced environment.

Salary range: $77,562-$104,937

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

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