Operations Manager

Job Description

Salary: $65,000 - $80,000 DOE

Estuary Transit District provides public transportation to Middlesex County in Connecticut under the River Valley Transit name. We provide nearly 400,000 trips annually to jobs, medical appointments, school and shopping, connecting residents to our community.

We offer competitive pay and an excellent benefit package. Our employees enjoy knowing that they improve the lives of the people we serve every day.

Come be a part of our team!

Benefits

In addition to competitive pay, we offer an outstanding benefit package that includes:

The same benefits offered to CT state employees for:

Health

Dental

Vision

Employer funded life insurance

Employer paid retirement plan

Generous paid time off policy

Position Overview:

Under the general direction of the Director of Operations, the Operations Manager shall manage and administer all day-to-day aspects of the Estuary Transit District (ETD)s: bus operations (route services and demand response); customer service; routing and scheduling; and compliance with state and federal transportation regulations.

Collect and analyze performance data, prepare a variety of productivity status, projections and customer service reports. Prepare the monthly operations report. Evaluate services and programs and ensure the highest levels of both service and efficiency.

This positions primary hours are Monday through Friday from 8:30 AM until 5:00 PM, but may need to change based on operational needs. This position will be on-call after hours and on weekends.

Essential Job Functions:

Assign, direct, and evaluate the work activities of all subordinates, which includes training, and problem resolution; performance evaluations of staff and make effective recommendations for personnel actions. Provide the leadership that will motivate employees to achieve peak productivity and performance. Examples of specific duties include:

Bus Operations:

Assist in selection, training and training of bus operators, road supervisors and dispatchers.

Ensure employee compliance with ETD operating and other policies, administering disciplinary action when required. Administer incentive policy.

Schedule available fleet to meet passenger demands; monitor passenger trends and suggest modification of schedules as required; and check and audit the accuracy of bus schedules and operating documents.

Respond to road call emergencies and vehicle accidents, gather necessary information and prepare all documentation for insurance purposes, and prepare incident reports.

Manage the direct collection of all fares and ensure that the cash collection and reconciliation meet the standards established by ETD.

Oversee road supervisors to ensure compliance with safety and operating policies and regulations.

Operate vehicles in service as needed.

Customer Service/Dispatching:

Ability to use Ecolane and Via scheduling softwares to continually monitor schedule performance and improve system efficiency.

Oversee all dispatchers, ensuring compliance with ETD operating policies.

Assist in establishment of and work to meet key performance indicators for dispatch, customer service, supervisors and bus operations.

When required, respond to inquiries or requests for service from interested citizens, based on a) their physical condition, b) the unique features of the services provided and c) detailed knowledge of the location of streets, roads, and highways and the geographical, social, and economic condition of the service area. Assess new locations for vehicle operation restrictions.

Monitor on-time performance and suggest improvements to meet performance goals.

Prepare and maintain client database and files, trip records and complaints/suggestion files.

Investigate complaints and follow up with customers. Report findings in complaint tracking software. Must be able to use surveillance camera system.

Develop and ensure compliance with dispatch procedures.

Act as dispatcher when dispatcher is out, during high call volumes or emergency situations or when otherwise required.

Safety and Training:

Work with and assist the Safety and Training Manager to ensure that new hire training is conducted in accordance with the training plan and to evaluate new employee performance.

Work with the Safety and Training Manager to ensure that ongoing training of current employees occurs in regular intervals. Suggest new training offerings and assist in development of the agenda for regular safety meetings.

Ensure that all incidents and accidents are investigated for report to the Director of Operations.

Ensure on-board evaluations of all bus operators are completed at least twice annually. Conduct annual performance appraisals of all employees.

Management and Administration:

Ensure that vehicle service hour records (including driver manifest reports and logs) and summaries are accurate and up to date and ensure that all inputs for the monthly operations report are available in a timely fashion. Record monthly passenger data, including vehicle service hours and maintenance expense. Prepare monthly operations report.

Prepare and validate the operational portion of any submissions/updates/status inputs to key funding sources. Establish operational relationships with funding sources to meet their performance requirements.

Evaluate trends in passenger trips and prepare action plans to overcome deficiencies.

Prepare special analysis as directed by the Director of Operations.

Prepare and validate the monthly Operations Report and all fare reports.

Schedule bus operators and other employees to meet operational demands.

Oversee the system operation in the absence of the Director of Operations.

Assist the Maintenance Director with management of vehicle maintenance.

Perform other related duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge of federal, state, and local safety regulations, protocols, and/or procedures.

Ability to learn the location of streets, roads, and highways and the geographical conditions of the service area.

Ability to pass a CDL physical and FTA drug and alcohol test

Must have and maintain a CT public service license. CDL class B license with passenger endorsement is preferred.

Education/Experience: High school diploma with five years experience in the business and operational aspects of a public transportation system or a bachelor's degree from a recognized four-year college or university in business administration, logistics or a closely related field, plus three years of experience in transit operations, logistics or an equivalent combination of education and qualifying experience.

Language Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

Math Ability:

Ability to calculate figures and amounts such as proportions, percentages, etc.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Computer Skills:

Considerable

ability to use a personal computer, including word processing, spreadsheets, internet software, email, MS Office and/or comparable productivity software. Experience with passenger schedule software preferred.

Work Environment: About 50% of the work is performed in a typical office environment. 50% of the work is performed in a vehicle or outdoors.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is frequently required to sit, talk and listen. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to lift to ten pounds. The vision requirements include close vision and ability to focus.

Full-time