Manager, Operations Control Center

WHO WE'RE LOOKING FOR
This position is responsible for ensuring a smooth daily operation of the CapMetro Operations Control Center (OCC), including coordination of service delivery between modes to achieve customer-focused service delivery. The Manager, OCC will additionally be responsible for communicating information to the public regarding the status of CapMetro’ s services, including disruptions & delays, via technology that is forward facing to the customer.

WHAT YOU'LL BE DOING

Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.

• Oversight of daily operation of all surface transportation, including safety initiatives, incident management and response, and Key Performance Indicators including the management of Radio Controllers.

• Actively monitors all available systems (computer-aided dispatch, customer complaints, field and vehicle camera feeds, social media, etc.) to achieve the highest level of awareness of issues which may impact CapMetro customers.

• Ensure collaboration between OCC staff, service provider dispatch and field personnel, and communications staff to develop and implement operational strategies and respond to accidents or emergencies, service disruptions, inclement weather, natural disasters, and special events.

• Direct Radio Controllers contracted service providers and make complex decisions, in accordance with established policies and procedures, to address incidents and performance issues to safely respond and minimize customer impacts.

• Responsible for communicating information regarding significant incidents to internal CapMetro personnel (for example: PIO, Customer Service, Executives) using email templates or other supported technologies. Acts as the point of contact in the OCC during incidents so the OCC Dispatcher(s) can focus on service recovery.

• Responsible for communication regarding significant incidents to customers through social media platforms.

• Ensure a culture of efficiency and rapid response to any service disruption. Responsible for making recommendations to the department manager that will prevent service impacts in the future or handle them more efficiently.

• Responsible for coordinating service adjustments in the event of accidents or service emergencies, service disruptions, inclement weather, natural disasters, and special events in accordance with established policies and procedures.

• Adhere to a rotational responsibility to maintain a management presence in the OCC.

• Promote professional and courteous behavior with a creative approach to problem resolution that creates a positive experience for the customer and others working in the OCC.

• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action, and reporting safety and security concerns.

• Perform other duties as assigned.

• Bachelor’s degree in Public Administration, Transportation/Logistics, Transportation/Urban Planning, Business/Management, or a related discipline. Additional relevant experience may substitute for a degree on a year-for-year basis up to four years.

• Five (5) years’ experience in transportation, transit, or service related industry with three (3) years in a supervisory role in one of the following area: Control Center, Radio Dispatch, Run Dispatch, Field Operations, Customer Service, Public Safety and/or managing the delivery of public transit service (bus, rail, demand response and/or public safety).