Director of Commuter Operations

OVERALL ROLE

The Director of Commuter Operations is a senior management position providing strategic leadership to the Operations, Facilities, and Customer Service Call Center. TDM, Planning and Marketing related activities with the ability to integrate with other departments in support of agency goals is a recognized function for this position. In addition to managing the public transit programs, the Director of Commuter Operations collaborates with other department managers and external agencies. Decisive leadership, comprehensive decision-making, and successful communication skills (verbal and written) providing professional, timely, and informative information are essential to be successful in this role with its fast pace, and rapidly changing environment. The incumbent in this role must have prior management experience working with C-level executives, key stakeholders, contractors, and elected officials.

PART CEO/General Manager EXPECTATIONS

The following are the key expectations of the Director of Commuter Operations from the PART CEO/General Manager:

The successful performance of this position is vital to the image and overall success of the PART Organization. The Director of Commuter Operations must be able to communicate clearly and accurately, verbally, in-writing and via the phone, with all types of people; to convey messages in an affable and succinct manner delivering an overall positive image for PART. In addition, the Director of Commuter Operations must be able to work independently, be organized, and stay abreast of the needs of PART staff ensuring compliance with federal, state, and local policies and best practices.

DUTIES AND RESPONSIBILITIES

The following are key duties and responsibilities of the Director of Commuter Operations:

Ø Management & Administration

* Ensures PART CEO/General Manager is apprised of relevant policy and service issues.

* Provides strategic leadership, management and vision to the Commuter Operations Department and support staff ensuring all PART Express business, Call Center, Marketing and Communications functions are operating to Agency standards and exceeding customer expectations.

* Plans, directs, coordinates, reviews, and evaluates the work of assigned staff. Selects, coaches, develops, trains, and motivates staff. Demonstrates an effective management style for positive and collaborative employee relations. Implements or recommends employee corrective actions, when necessary, while promoting a positive work environment.

* Manages timely compliance and completion of staff department objectives and work scope commitments focusing on agency goals and tracking the performance of the department.

* Leads projects and oversees projects assigned by the CEO/General Manager.

* Recommends appropriate service and staffing levels for assigned divisions, programs and functional areas by allocating resources accordingly.

* Oversees the administration and management of contracts involving public and private contractors including contract negotiations, terms and conditions, and budget performance. Maintains productive partnerships for compliance and accountability by providing oversight to contractors for agreed upon services and objectives to be completed within the scope, schedule, and budget.

* Provides support to the PART CEO/General Manager on matters as directed and serves as staff on a variety of boards, commissions, and committees. Maintains awareness of new trends and developments in the field related to area of assignment and incorporates new developments as appropriate.

* Supports cross departmentalized participation with Planning, TDM/Vanpool and Marketing efforts, and takes the lead on designated projects that support the PART organization.

* Develops, administers, maintains, and oversees the annual budgets for the operations division and makes recommendations and forecasts for future funds needed for staffing, equipment, materials, and supplies. Reviews and approves department expenditures and implements adjustments

* Establishes and maintains effective working relationships with other department staff, management, vendors, outside agencies, Agency officials, community groups, and the public.

Ø PART Express

* Provides operations support to the PART CEO/General Manager; participates in the development of risks and strategies and identifies/executes mitigation actions for operations regarding the administration and management of short- and long-term transit service plans.

* Ensures the safe and efficient service operations of PART Express by implementing a safety awareness/training environment for accident/injury reduction, and emergency program plans, exercises, audits, and training.

* Oversees and directs the performance of 3rd party contractors for PART Express.

* Manages the compliance and federal regulation mandates contained within FTA Circular 4220, 5010, 9030 and associated NCDOT program policies.

* Oversees vehicle service for seasonal and special events, including projecting equipment and staffing demands, scheduling appropriate personnel, and tabulating related operational statistics.

* Provides leadership and direction for support staff related to facilities, system technologies and coordination and collaboration with member agencies.

* Oversees the implementation of strategies to enhance public service and customer satisfaction.

Ø Piedmont Triad Resources

* Oversees and directs the performance of Call Center staff.

* Provides professional communication and collaboration with member agency partners for Call Center service.

* Provides customer care and service for PART Express and the Umo mobile fare platform.

* Manages related budgets and participates in related grant development for long term financial support.

MINIMUM QUALIFICATIONS:

Education and Experience:
Bachelor’s Degree in business administration, public administration, engineering, or closely related field and five (5) plus years in a similar role managing and directing transit operations and maintenance for complex programs/organization; four (4) years of staff supervisory, budgetary, and management responsibility, preferably in a transit/transportation related environment with multiple facility/office locations; or an equivalent combination of education and experience. Advanced degree preferred.

Proficiency with MS Office; knowledge and proficiency with hardware/software used in public transit operations.

REQUIRED LICENSES OR CERTIFICATES:

* Valid domiciled state driver’s license with a driving record that meets Agency and insurance carrier requirements.

REQUIRED KNOWLEDGE OF:

* Public Transit Bus operations, maintenance services, and third-party oversight activities.

* Transportation Demand Management program, grants, reporting and annual work program initiatives.

* Technology and best practices in public transportation (service delivery).

* Principles and best practices of all modes of Bus, Facility, Technology, Customer Service, and application of principles of transit safety and security.

* Principles and practices of fleet maintenance and fleet planning.

* Development of technical specifications for vehicles and associated equipment.

* All modes of route and schedule planning.

* Federal Transit Administration (FTA) programs and reporting requirements.

* Contract procurement strategies and management principles.

* Policy and procedure development.

* Pertinent federal, state, and local laws, codes, reporting and regulations as they apply to transit operations, facility management and Call Center functions.

* Principles of financial management (expenditure tracking, variance identification, revenue tracking).

* Principles of supervision, training, and performance assessment.

* National Transit Database reporting.

* Critical and strategic problem solving and complaint resolution.

* Preparing and analyzing complex data and comprehensive reports.

* Effective oral and written communication.

* Presentation development using MS Office software and successful public speaking skills to promote agency services and benefits in a clear and organized manner.

* Work effectively under pressure, meet deadlines, and adjust to changing priorities.

PHYSICAL DEMANDS / WORK ENVIRONMENT:

* Work is performed in a standard office environment.

* Subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 20 pounds; may occasionally be exposed to dangerous machinery, extreme weather conditions, and hazardous chemicals when conducting site visits and working in the field.

The Agency provides appropriate safety and equipment training for all personnel as required.

ORGANIZATIONAL ACCOUNTABILITY

This position is accountable to the PART CEO/General Manager (direct supervisor).

DECISION MAKING AUTHORITY

The Director of Commuter Operations is responsible for the following:

* Day-to-day decisions regarding the oversight of PART Express Operations, Call Center Program, Facility/Asset management and IT related technology systems.

* Any authority authorized by the CEO/General Manager.

Job Type: Full-time

Pay: $84,000.00 - $95,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Relocation assistance
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
All customers are required to wear a mask.

Application Question(s):

• How many years of staff supervisory , budgetary, and management responsibility, preferably in a transportation related environment do you have?

Education:

• Bachelor's (Required)

Experience:

• directing transit operationss: 5 years (Required)

Work Location: One location