Service Development Manager

If you possess a fervent dedication to enhancing transportation experiences and aiding customers in reaching their destinations seamlessly, if you are eager to engage in cross-functional cooperation to formulate optimal long-term service strategies, if you possess the expertise and assurance to provide insightful suggestions, execute fare adjustments, and effectively oversee a team, then the role of Service Development manager presents the very opportunity you seek.

Essential Functions:

• Is lead on service development projects including needs assessment, development of planning documents and collaborating with management team for implementation.
• Attends community meetings and works with external stakeholders to increase awareness of transit planning in general; considers transit requests from new developments; and works to coordinate and integrate services with other providers, especially within a Mobility as a Service (MaaS) context.
• Participates in long-range service planning in collaboration with the Service and Operations Analyst and TCAT management.
• Performs route analysis with the Service Analyst to determine efficiencies and inefficiencies within the system.
• Is lead on run cutting team in development of work assignments for run bids and implementation of new service.
• Collaborates with the Operations Department on detours.
• Is lead on Transit Service Committee for service development and presents all route changes and passenger amenity changes to the committee.
• Is lead in the development and revision of schedules collaborating with Operations, Communication and Marketing, and the Service Analyst.
• Performs project management tasks for active projects including: identifying resources needed, assigning individual responsibilities, managing day-to-day operational aspects of project and scope, facilitating team and client meetings effectively, and holding regular status meetings with project team.
• Oversees and/or acts as a project manager on key Service Development projects such as the Bus Stop Amenities project, the ITS/Real-time Project, the Transit Development Plan, and others.
• Obtains monthly statistics from the ADA Paratransit provider for reporting purposes. Works with Marketing and Communications on issues related to management of ADA Paratransit program.
• Drives the NTD process and has ownership of completing quarterly STOA reporting.
• Ensures that schedule data is pushed out to Avail in a timely fashion and that the GTFS is always up to date.
• Collaborates on updates to passenger amenities and real-time information such as, but not limited to, bus announcements, bus destination signs, and real-time information.
• Receives new service and service improvement requests and analyzes feasibility of accommodating requests. If warranted, makes recommendations to management team for service changes.
• Evaluates service requests for various events to determine best approach to accommodate the need if possible while complying with Federal and State regulations on Charters.

Other Duties:

Other duties as assigned include but are not limited to:

• Participates in administrative staff meetings and attends committee meetings as needed
• Prepares required data and management reports.

• Performs other incidental and related duties as required and assigned.

• Adheres to TCAT policies and procedures to provide effective performance management with consistency and fairness.
• Reviews customer inquiries and complaints relative to service or schedule issues and provides resolution or communication back to customer.
• Foster an open dialogue with Bus Operators and riders to discuss route suggestions; responds to ideas with implementation dates or explains why suggestion was not accepted.
• Reviews customer inquiries and complaints relative to service or schedule issues and provides resolution or communication back to customer.

Qualifications:

• Bachelor’s degree and two or more years of planning experience required
• Two or more years of supervisory experience in a transit environment preferred
• Proven track record in planning for and using resources effectively, always
• Excellent communication skills, including verbal, written, public speaking, presentation skills, clarity and collaboration
• Demonstrated capacity to offer effective leadership, expert guidance, and technical assistance, while fostering a culture of seamless collaboration and cohesive teamwork
• Professional demeanor and the ability to communicate tactfully, patiently, and effectively with individuals from diverse backgrounds
• Able to work effectively and collaboratively with all levels of an organization
• Proficient in Microsoft Office Suite or similar software, including slide presentation software and mapping software
• Familiarity with GIS, QGIS, ArcGIS, or Remix a plus

Working Conditions:

• Typically works in office environment.
• Occasional work is done the field where exposure to weather conditions will occur.
• Ability to travel in the field to support special events and attend meetings.

Physical Demands:

• Typically sedentary, sitting most of the time while performing work at a desk.
• Frequently using fingers to make small movements such as typing, picking up small items and operating office machines. Frequent and regular movements using the wrists, hands and/or fingers.
• Occasionally bends, twists, stoops, and crouches in the office and field performing essential duties.
• Occasionally stands and walks for short periods of time in the performance essential duties.
• Ability to lift up to 25 pounds (printed materials, signs, files)