Overview
Under the direct supervision of the Operations Manager, the Assistant Operations Manager assists in managing the daily activities of BREEZE, LIFT, and FLEX operations; interacts with Road Supervisors, Operators, taxi providers, passengers, and supplemental service providers. The Assistant Operations Manager encourages positive customer service with all front-line staff; assists the Operators and Road Supervisors in enhancing the quality of service and actively supports the key performance measures identified in the agreement with NCTD. Assistant Operations Managers provide division management support and direction in the absence of the Operations Manager.
Responsibilities
Essential Job Functions
- Prepare loss of service reports for any occurrence where service is not operated as scheduled.
- Assist in the review and approval of daily divisional payroll reports.
- Review efficiency tests from Road Supervisors and input into required reporting NCTD’s Vector Solutions;
- Ensure adequate daily staffing levels of Window Dispatchers, OCC Supervisors, Road Supervisors, LIFT Reservationists, LIFT Dispatch, and Schedulers. Assist the Operations Manager with call outs and PTO requests, assigning staff, as required;
- Oversee the investigation, follow-up and resolution of customer complaints. Coaches employees regarding customer relations. Escalate occurrences to the Operations Manager, as necessary.
- Monitor service performance standards (OTP, customer service metrics, off routes)
- Assist the Safety and Training department through participation in various committees.
- Monitors daily operations both inside the division and out in the field (open work, available personnel and equipment) including monitoring employee utilization and overtime.
- Reviews reports from Road Supervisors regarding positive events, accidents, and incidents.
- Counsels and disciplines employees as necessary.
- Ensures operational policies and procedures are responsive to the needs of the customer and quality of service; promotes a Zero Delay mentality.
- Comprehensive knowledge of NCTD policies and Standard Operating Procedures (SOP) and ensures that all front line staff consistently follow all policies and SOPs.
- May assist in service recovery or emergency response requests during major accidents, natural disasters, or service disruptions involving MV and NCTD vehicles, personnel, or property.
- May attend disciplinary hearings and grievances, research matters related to counseling and disciplinary matters.
- May be assigned to perform special projects as needed.
- Assumes responsibility and act as the Operations Manager in their absence.
- Assist with staff bid process.
- Performs other related duties, as required.
Knowledge of:
- Principles of supervision, training, motivation, counseling, union investigations, and discipline.
- Operation of a public bus transit system and paratransit operations including an understanding of FTA and ADA regulations.
- Typical provisions found in public transit labor union agreements.
- Federal, State, local laws, and regulations pertaining to transit and paratransit operations and communications.
- Safe and proper operation of transit vehicles.
- MV policies and procedures and other programs including attendance policy, substance abuse.
- NCTD policies and SOPs
- Dispatching functions and procedures for both transit and paratransit operations.
- NCTD computer applications including (MS Office Suite, RTMS, Swiftly, Vector Solutions, Trapeze, etc.)
- 2-way radio communications and equipment usage
Ability to:
- Direct, supervise, motivate, and promote positive interactions with operators and other staff.
- Prioritize diverse assignments and conflicting demands.
- Interpret and apply laws, rules, and regulations including FTA and ADA regulations.
- Operate a personal computer using a variety of software applications;
- Operate a cell phone to monitor NCTD page outs
- Operate 2-way radio communication equipment
- Identify, define, and evaluate problems, recommend solutions, and implement alternative solutions.
- Write clear and concise reports, with particular emphasis on good grammar.
- Communicate effectively, both orally and in writing.
- Work various days, hours, and shifts, as required.
- Establish and maintain cooperative and professional relationships with those contacted in the course of work.
- Interpret the union Collective Bargaining Agreement (CBA) to effectively counsel operators and apply discipline consistently;
Qualifications
MINIMUM QUALIFICATIONS:
- Must have a minimum of (3) three years of comprehensive experience in transportation management or supervision, preferably in a medium to large transit environment.
- High School Diploma or equivalent
- Associates Degree or equivalent 60 hours of college level course work. A combination of experience/skills and education to fulfill the requisite knowledge, skills and abilities for this position may be considered in lieu of an Associate’s Degree.
- Development of the required skills, knowledge, and abilities is typically obtained through training, education, and experience equivalent to five (5) years as a public transit bus operator, dispatcher, or transit radio dispatcher.
- Experience in the supervision or management of a large department or workforce is beneficial and may be substituted for operator or dispatcher experience.
- MS Office, strong analytical skills, strong written and verbal communication skills, and high degree of multi-tasking skills.
- Possession of a valid California Class B commercial Driver’s license with passenger endorsement, Verification of Transit Training (VTT) certificate, current Department of Transportation (DOT) medical card, and the ability to successfully obtain a Camp Pendleton Base Pass. If the candidate does not have a current Class B CDL, then the ability to obtain a Class B CDL within 6 months of hire.
Starting rate range: $30/hour – $36.05/hour
MV Transportation is committed to as policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.