Operations Specialist

OPERATIONS SPECIALIST CITY PUBLIC TRANSIT

Salary:$74,780.88 annual

JOB SUMMARY
This position is located in the Oklahoma City Public Transit Operations Division of EMBARK.  Essential job functions: This position is under the direction of the Transit Operations Assistant Manager. The Operations Specialist provides assistance in the administration and coordination of activities within fixed route, paratransit, streetcar, and special services operations. The role is responsible for planning, directing, and managing division activities, supervising staff and contractors, and ensuring compliance with policies, safety standards, and service quality expectations. The Operations Specialist is expected to lead by example, uphold EMBARK’s core values, and drive operational excellence and accountability across the transit system.

JOB REQUIREMENTS

1. Operations & Service Delivery

• Plan, direct, and manage fixed route, paratransit, streetcar, and special services operations to ensure safe, reliable, and efficient service delivery.
• Oversee day-to-day activities at the downtown transit center and monitor operational expenditures.
• Resolve service interruptions within 30 minutes, achieving a target of ≥90%1.
• Operate transit vehicles as needed for emergency coverage or field response.

1. Staff Supervision & Contractor Management

• Provide direct supervision to dispatchers, route supervisors, operators, and manage special services contractors.
• Conduct timely employee evaluations and coaching sessions, achieving 100% completion.
• Ensure compliance with labor contract provisions and foster positive labor relations in a unionized environment.

1. Policy Implementation & Quality Control

• Develop, implement, and evaluate systems, procedures, and metrics to improve service delivery, safety, and customer satisfaction1.
• Implement new or revised SOPs within 30 days of approval; ensure ≥98% staff compliance with updated procedures.
• Review federal, state, and local regulations and standards to ensure operational compliance.
• Incorporate TSA best practices into security efforts and review annually.

1. Safety & Security

• Monitor and enforce safety and security standards, aiming for 0 preventable incidents1.
• Assist in safety event investigations and hazard analysis; resolve operational hazards by developing corrective action plans.
• Participate actively in emergency drills and support hazard identification and resolution processes.

1. Customer Service & Communication

• Resolve customer complaints within 48 hours, achieving ≥95% resolution rate.
• Maintain positive customer feedback or commendations (≥1 per quarter).
• Facilitate public meetings and support community outreach initiatives.

1. Reporting & Documentation

• Prepare and submit complex technical, operational, and performance reports to administration, achieving 100% on-time submission1.
• Ensure accuracy and timeliness of operational reports (≥98%).
• Track and report National Transit Database (NTD) required data.

1. Scheduling & Workforce Planning

• Oversee workforce planning for staff, including staffing, scheduling, and forecasting.
• Maintain on-call availability during operational hours (100%).
• Limit unexcused absences to ≤1 per quarter.

1. Training & Development

• Coordinate closely with Training and Safety Specialist to provide classroom and field training for supervisors, dispatchers and operators.
• Ensure all supervisors, dispatchers and operators are fully qualified and perform in a safe and effective manner.
• Successfully complete and maintain any required safety certification and testing on an annual basis.

KEY PERFORMANCE INDICATORS (KPIs)

• Service Reliability: Improve system reliability and customer trust by maintaining ≥85% on‑time performance