Assistant Operations Manager - CapMetro

Knowledge and Experience:

• Bachelor’s Degree or equivalent training and experience

• Minimum two (2) years’ management experience in a fixed route system with over 300 vehicles is required.

• Progressive transit experience in Operations Management for a large fixed-route operation
• Willingness to work flexible hours to meet the needs of the business in a 24/7 environment

• Management of frontline employees with accountability for safety and performance
• Theories, principles, and practices of transit operations
• Must currently hold or obtain a Class B Commercial Driver’s License with P endorsement

Skills:

• Superior interpersonal and communication skills; ability to lead and gain buy-in from direct reports
• Superior written and organizational skills
• Proficient in Microsoft Office Suite

• Work well as part of a team
• Possess excellent communication and interpersonal skills
• Fluent in English with excellent written and verbal communication skills
• Customer-focused with the ability to inspire your team with commitment and enthusiasm
• Exercise good judgment and creativity in decision-making
• Interact professionally with all levels of KTA employees, client representatives, and community members

Key Accountabilities:

Responsibilities

• Ensure all safety procedures and policies are being followed
• Coordinate all special events and extra service needs with the supervisors
• Oversees daily operations to ensure operational departments are proactively monitoring and providing solutions as needed for headways, on time performance and missed service
• Respond to accidents, incidents and potential disruptions to service
• Implement all service changes with the Operations Manager and supervisors
• Assist the Operations Manager in implementing strategies to enhance on time performance
• Assist the Operations Manager in implementing new service enhancements
• Actively manages the performance, scheduling and duties of the operations team
• Handle complaints concerning supervisors and document appropriate disciplinary procedures
• Establish good working relations with support departments, Union officials, RTC employees, customers and the community
• Handle and do not disclose confidential and sensitive employee matters
• Establish a professional relationship with operators and supervisors
• Conducts operational training of newly assigned supervisors
• Investigate and handle operator and supervisor counseling, discipline administration and employment separation
• Attend unemployment hearings
• Updates all reports as assigned
• Performs all other duties as assigned

Safety

• Accountable for driver group safety performance
• Ensure all relevant statutory and regulatory safety policies are applied and adhered to
• Ensure safety governance is in place in the group, continuously bringing safety performance and adherence to processes to the forefront
• Create and maintain a just culture where all employees are treated fairly and justly and understand their contribution to the organization’s safety culture
• Contribute to the safety culture through displaying exemplary safety-oriented behaviors
• Improve safety by identifying and acting upon opportunities for individual driver retraining

Operational Performance

• Manages absenteeism in the group and takes action to address unplanned absenteeism issues
• Review event video as part of investigation of incidents and performance issues
• Conduct field supervision of the driver group members to assess performance and competence
• Conduct annual performance evaluations
• Prepare and deliver regular driver scorecard results

Customer Satisfaction

• Accountable for the driver group’s contribution to the overall customer experience
• Lead a customer-oriented culture where all drivers ‘think like a passenger’
• Assist in the investigation of and response to customer comments

Employee Engagement

• Build a positive relationship with each driver in the group and lead an engaging culture where each individual is able to work to their full potential in the aligned delivery of the business objectives
• Lead the driver group and create a positive, collaborative, team-oriented environment in which they can work effectively
• Regularly provide one-on-one coaching to improve safety, performance, engagement, and cu