Director of Operations

Purpose:
Responsible for the delivery of safe, reliable transportation to the community while controlling costs and ensuring regulatory compliance. Accountable for the control, guidance, and direction of the transportation department, which includes all day-to-day transportation functions involving vehicle operators, road supervision, dispatch, and radio room staff. The position oversees both direct and third-party contract operators; and is responsible for the operation of Nashville MTA and RTA’s fixed route bus, commuter bus and contracted commuter rail operations. Establishes and maintains effective working relationships with Metro departments, as well as external partners and customers.

Reports to: Chief Operating Officer (COO)

Job Functions:

Oversees the day-to-day operations of the Operations Department

• Personnel

• Budgeting

• Disciplinary Oversight and Dispute Resolution (union and administrative)

• Customer Relations

• Operational Reporting

• Third party contracts

• Performance Appraisal

• Operational Safety Programs

• Special Event Operations Oversight

Manages Operations

• Ensures the MTA is in compliance with all operations-related Federal, State, and Local regulations such as driver’s licensing, ADA, and safety.

• Formulates long and short-range goals and objectives to continually improve revenue service, including the development of KPI’s, monthly service metrics, staff annual evaluations and subsequent performance plans, if needed.

• Provides oversight to ensure internal staff and third-party operator compliance. Ensure continuous quality improvement, including but not limited to the following key performance indicators:
  • Missed trips and service delays.

  • Operator absenteeism reports

  • Garage/field safety reports, including injuries on duty and accident/incident frequency.

  • Road call frequency

  • On-time performance and route adherence

  • Trip cost per mile

• Works with both the Planning and Scheduling departments to review recommended revisions to fares, route extensions, and bus schedule changes, in efforts to improve passenger services, account for route expansion, while streamlining impacts to operational budget.

• Development and issuance of Standard Operating Procedures (SOP), bulletins, staff memoranda and other communication media to improve services and operational activities. Works with training department to ensure accuracy of new hire operator training and recertification documentation.

• Interfaces with elected officials and the public to defuse complex customer issues and complaints.

• Works with the HR department to select and interview qualified personnel and maintain adequate staffing levels in coordination with service expansion and departmental service goals.
• Develops and manages capital and operating budgets.

• Organizes and manages special events, ensuring that the transportation system is maintained and efficiently operated during these events while supporting the region’s mobility needs.

• Works with Directors of Maintenance and Service Quality to ensure that all operational facilities are operating and maintained in accordance with agency, state and federal guidelines, and operable in efforts to continually support the mission of the MTA and RTA.

General Administration

• Oversees records of attendance, peak service requirement data, and progressive discipline; provides necessary reports for senior staff.

• Controls expenditures, performs cost/benefit analysis of proposed business decisions affecting operations management and performance.

• Meets with the Union, handles second step discipline and grievance hearings as directed by COO.

• Assist in collective bargaining agreement negotiation with local union leadership and upper WeGo Public Transit management.

Performs other Duties as Assigned

The principal duties are intended to describe those functions that are essential to the performance of this job and must be performed unaided or with the assistance of a reasonable accommodation. Other responsibilities are those functions which are considered incidental or secondary to the overall purpose of the job. This job description does not imply that the above are the only duties assigned to the position. Employees may be required to perform any other job-related duties as assigned.

Physical Requirements with or without reasonable accommodations:

Physical activity includes but is not limited to:

• Sitting and/or standing for a prolonged period of time, lifting, reaching and walking.

• Must be able to operate office equipment, including but not limited to telephone system, computer system, printer, copy machine, calculator, facsimile machine, and camera equipment.

Other Requirements:

• Report to work on assigned schedule and additional hours as needed to maintain the integrity of the operations during special events, holidays, etc.

• Work with little supervision and maintain effective working relationship with all levels of employees.

• Understand and carry out detailed written or verbal instructions.

• Problem solving skills.

• Ability to make oral presentations and compose written documents.

• Maintain confidentiality.

• Respond to emergency situations (reporting to work early/staying late due to bad weather)

• Meet required deadlines and work under stressful situations.

• Perform arithmetic calculations.

Recommended Preparation for Employment:

Any combination of education, training, and experience equivalent to:

1. Bachelor degree in business administration, public administration, transportation or related field: and

2. Five years’ experience in upper management of a similar department or equivalent, and

3. Three years’ experience in operations or logistics management and/or labor relations. The successful applicant will have a proven record of interpersonal and communication skills (oral and written), procedure development and implementation, operational oversight, budget oversight, statistical analyses and team building techniques.

Classification under Fair Labor Standards Act: Exempt

WeGo Public Transit is an EOE