Transit Operations Manager

Position Overview

Who We Are

Culture is tremendously important to us. To the extent that we coined a term for it - #thewilsonvilleway. Our organization is powered by incredible people who are not only committed to public service but, just as importantly, to one another. We area work hard - play hard team that gives people a pathway to thrive and we have fun celebrating our successes.

When you join our team, whether you're front-and-center or behind-the-scenes, you can rest assured your work will have an impact. Our enthusiasm for public service and our commitment to #thewilsonvilleway helps us focus on what really matters- the community we serve and the people we work with.

Who We Are Looking For

The Transit Operations Manager is a leader who motivates, supports, and inspires staff to high levels of excellence and performance. The successful candidate communicates clearly, articulates the department's vision and encourages collaboration at all levels. The Transit Operations Manager has a strong customer service mentality and develops sincere, trustworthy relationships both internally and externally, and has solid experience implementing best practices in transit operations. Experience building an effective, cohesive, communicative, teams and focused on collaboration and unity is also a must.

This position also develops, implements, monitors, and evaluates systems, policies, and procedures to ensure the highest quality of transportation services are provided. The Transit Operations Manager will serve as part of the Transit Management team, working collaboratively with the team to reach SMART's mission and execute the department's goals. The ideal candidate will demonstrate working knowledge of transit operations and the ability to effectively manage a large and complex operations system, in addition to exhibiting excellent skills in strategic planning and employee development.

Sound interesting? Apply today! Qualified candidates will havea minimum of five (5) years of experience in public transportation, with a minimum of three (3) years of supervisory experience; or anequivalent combination of education and experience. To be considered, please ensure you answer all supplemental questions.

A cover letter briefly describing your interest in this position and how it fits into your short- and long-term career goals is required.

Additional information regarding this position, including minimum qualifications and essential job functions, can be found below.

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The Transit Operations Manager manages the daily activities of SMART's Operations Division, including: planning the implementation of new and revised transit services; budgeting and long range planning for fixed route and dial-a-ride services; scheduling transit services; developing improvements to passenger facilities; performing transit analyses; and planning, directing, and managing SMART Operations staff. This position also develops, implements, monitors, and evaluates systems, policies, and procedures to ensure the highest quality of transportation services are provided.

The Transit Operations Manager is part of the Transit Management Team and reports directly to the Transit Director. This position exercises direct supervision of the Transit Supervisors and may exercise supervision of other staff depending on assignments. This position may represent the Director/Division in various local and regional meetings.

This is a fully experienced, mid-management classification that manages all Operations Division activities. Responsibilities include performing diverse, specialized, and complex work involving significant accountability and decision-making responsibility. Incumbents organize and oversee day-to-day or advanced activities and are responsible for providing professional-level support to the Transit Director in a variety of areas. Successful performance of the work requires an extensive professional background as well as skill in coordinating division work with that of other SMART divisions, other City departments, and other public agencies. This class is distinguished from the Transit Director in that the latter has overall responsibility for all functions of the division and for developing, implementing, and interpreting public policy.

Responsibilities

ESSENTIAL JOB FUNCTIONS

The following tasks are representative and not to be considered all inclusive.

• Plans, organizes, and manages assigned staff to ensure their work is accomplished in a manner consistent with organizational requirements.
• Monitors changes in regulations and technology that may affect operations; develops and implements policies, procedures, work rules and guidelines for the safe and efficient operation of vehicles and the conduct of Transit Drivers, Dispatchers, and Supervisors.
• Acts as Chief Safety Officer and ensures all required safety policies are updated and implemented, including the Public Transportation Agency Safety Plan.
• Oversees and updates the Entry Level Driver Training program.
• Leads the development and preparations of routes, schedules, stops, fares and passes.
• Leads the development and preparation of bus routes, schedules, stops, and fares. Provides details for public timetables, applying knowledge of system routes, time stops, and transfer points.
• Monitor and evaluate the efficiency and effectiveness of transit service delivery methods and procedures; recommend, within departmental policy, appropriate service and staffing levels.
• Monitors the service statistics and transportation expenditures on an on-going basis.
• Analyzes, establishes and implements performance standards and benchmarks for transit services.
• Develops, monitors, and adjusts performance goals, objectives, and measures to ensure compliance with regulatory requirements, improve quality of operations, and make training and development more effective within the organization.
• Meets with community business owners, county officials, department and division heads, and citizens to discuss concerns and/or the possibility of establishing new partnerships.
• Formulates, determines, and effectuates management policies in the area of collective bargaining.
• Assist the Grants & Programs Manager in compiling and submitting grant applications to appropriate state agencies or other funding sources.
• Coordinate implementation of all ADA provisions; keep abreast of related laws and regulations, approved design of services, outreach and marketing, and user training.
• Prepare and present information to elected officials, employers, citizen groups and others to publicize and promote existing services and/or to explore needs for other services and promote existing services and/or to explore needs for other services.
• Coordinates and manages the work of transit consultant contracts, as assigned.

Complete other tasks as assigned.

Customer Service Standards for Employees

These standards are to ensure the organization is focused on providing high quality service to the public and other employees. Employees are expected to meet these standards as part of their job responsibilities.

Communication

• Acknowledge customers when they enter a city facility by greeting them with a smile and positive tone of voice whether in person, on the phone or in email. Gather necessary information to assist the customer. Where possible, handle issues/questions/requests without transferring customer to someone else.
• Seek out answers to questions first; if unsuccessful provide name/contact information of someone who can assist.
• Listen, understand, and clarify to gain in depth understanding of the needs to ensure they are being met.
• Address difficult or contentious issues in a constructive manner. Be positive and enthusiastic when speaking with customers.

Respect

• Be courteous and polite.
• Treat customers with dignity and respect.
• Understand customer's expectations and treat them as a priority. Actively listen and give customer undivided attention.
• Appreciate differing perspectives, opinions, and needs.
• Demonstrate integrity and build trust through credibility, reliability, commitment, and ethical behavior.

Responsiveness

• Provide prompt and reliable service. Respond to phone/email as soon as possible.
• Follow through in a timely manner on commitments made to customers and provide estimated timeline for completion.
• Change voicemail and email when out of office/unavailable and provide alternate contact person for customers.
• Demonstrate a "can-do" approach.
• Exhibit problem-solving skills leading to sound judgment and quality decisions.

Qualifications

Education: Requires a High school diploma or GED. Bachelor's degree in public administration, transit management, or business administration is highly desired.

Experience: Requires a minimum of five (5) years of experience in public transportation or a closely-related field, with a minimum of three (3) years of supervisory experience.

• OR -

An equivalent combination of education and experience enabling the incumbent to perform the essential functions of the position.

Required Certifications/Licenses: Requires Oregon Commercial Driver License - Class B with passenger and air brake endorsements, or ability to obtain within 6 weeks of hire.

Knowledge, Skills, & Ab