Operations Manager
hace 2 días
Madison
Job Description Title: Operations Manager Purpose: The Operations Manager oversees the daily management of WeGo Transit’s frontline Supervisors and service delivery functions to ensure safe, reliable, and customer-focused transit operations. This role provides strong leadership, supports staff development, ensures positive customer interactions, and drives operational excellence. The Operations Manager plays a critical role in service reliability, employee performance, training, and continuous improvement. Principal Job Functions: 1. Leadership & Workforce Management • Provide proactive, consistent leadership to Operations Supervisors and frontline teams., • Shape a culture of accountability, safety, and service excellence., • Conduct regular audits, performance evaluations, lead Operations meetings to ensure Supervisors communicate expectations to Operators., • Support succession planning and career development pathways within Operations., • Promote teamwork and open communication across districts, Control Center, and Field operations. 2. Customer Service Excellence • Monitor customer feedback and service quality indicators to identify trends and improvement areas., • Work closely with Special Events, Customer Care, Planning, and Communications, Safety, Security, Special Events, etc. on service impacts and responses., • Ensure Supervisors reinforce professional, respectful customer interactions during service delivery., • Lead or support initiatives that improve customer amenities, reliability, and the rider experience., • Oversee customer-related incident investigations and ensure timely, accurate reporting. 3. Training, Coaching & Development • Partner with Training & Safety to ensure Supervisors and Operators receive quality instruction., • Identify training gaps and recommend curriculum improvements for Supervisors and new leaders., • Support onboarding and field training of new Supervisors, including shadowing and scenario-based learning., • Reinforce Standard Operating Procedures (SOPs), emergency response processes, and safety protocols., • Ensure Supervisors maintain ongoing proficiency with radio procedures, dispatch tools, and CAD/AVL systems., • Facilitate refresher sessions for Supervisors on leadership expectations, conflict resolution, and customer service. 4. Operational Oversight & Service Management • Manage day-to-day fixed-route operations focused on safe, on-time, and reliable service., • Provide real-time direction to Supervisors and Operators during incidents, delays, or service disruptions., • Monitor service performance including on-time performance, headways, route coverage, and road conditions., • Coordinate with Planning, Maintenance, and Scheduling to resolve operational challenges., • Implement operational strategies related to new technologies, pilot programs, and service improvements. 5. Safety, Compliance & Incident Response • Ensure compliance with WeGo policies, state/federal regulations, and Collective Bargaining Agreements., • Lead or support accident investigations, safety reviews, and service after action reviews., • Promote a safety-driven culture by reinforcing safe driving, reporting, and hazard mitigation practices and assist with emergency operations 6. Communication & Coordination • Provide timely communication to Supervisors and frontline staff regarding service changes and operational updates., • Prepare reports and operational summaries for internal leadership., • Build and maintain partnerships with both external and internal stakeholders., • Ensure communication during service disruption is clear, accurate, and rider focused. 7. Administrative Responsibilities • Review operational logs, accident and incident reports, and system performance dashboards daily., • Assist with developing SOPs, policy updates, and guidance for Supervisors., • Participate in hiring, interviewing, and evaluating Supervisors and frontline leaders., • Support budget and staffing planning, including overtime management and shift allocation., • Understanding of labor agreements, safety programs, and emergency procedures. Physical Requirements Physical activity includes but is not limited to: • Duties may require sitting, standing, walking, lifting, reaching, writing, speaking, listening, carrying items, and using office or field equipment., • Must be able to operate standard office and communication tools, including telephones, computers, printers, copiers, fax machines, and camera equipment. Minimum Qualifications • Bachelor’s degree in Transportation, Business, Public Administration, or related field; equivalent experience considered., • 3–5 years of supervisory or management experience in public transit, transportation, logistics, training or similar fields., • Experience leading frontline teams or field operations strongly preferred., • Valid driver’s license; CDL preferred or ability to obtain., • Experience with CAD/AVL, radio systems, and dispatching software required. Preferred Qualifications • Prior experience in a unionized environment or public transit agency., • Familiarity with headway-based service management., • Experience developing training programs or supporting leadership development. Working Conditions • Combination of office, field, and Control Center environments., • Must be able to work flexible hours including evenings, weekends, and holidays., • May require late-night or emergency response availability. Davidson Transit Organization is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. (12/5/2025)