MICC Operations Manager, Bus

Location: Metro Building at Eisenhower

WMATA Reference: 250022

Are you ready to take on a leadership role that ensures smooth and efficient bus operations around the clock? As the Operations Manager for the Bus Section within the Metro Integrated Command and Communication Center, (MICC) you'll be the highest authority on the floor, representing Bus Operations in a dynamic 24/7/365 environment. You will oversee the seamless delivery of bus services, proactively resolving service issues and ensuring top-tier performance.

The Washington Metropolitan Area Transit Authority (METRO) has an exciting opportunity for driven leaders to join Metro's Integrated Command and Communications (MICC) team in the role of Operations Manager, Bus. In this role you will be a part of a team to revolutionize the way bus operations is managed by using innovative strategies and technology to enhance efficiency, safety, and customer satisfaction.

In this pivotal position, you will lead the coordination between control center functions and incident response, facilitate clear communication across departments, and make critical decisions that prioritize safety, service quality, and risk mitigation. Your leadership will directly impact customer service, workforce productivity, and cost efficiency, as you work closely with other MICC leaders to drive continuous service improvements.

This is a rare opportunity to bring your expertise in bus operations to the forefront of the Metro Integrated Command and Communication Center.

SUMMARY
The MICC Operations Manager, Bus (BUS 1) serves as the highest authority position representing Bus Operations on the MICC operations floor. The incumbent ensures smooth service delivery in a 24/7/365 bus operations, maintains optimal service performance, and identifies and resolves service issues. The Operations Manager oversees the bus function within the MICC coordinates with the command line on incident responses; bridges gaps between separate control center functions; ensures proper flow of information, coordinates resources across departments, and makes decisions in accordance with policy and procedures to prioritize safety and mitigate risk. The incumbent implements and delivers effective leadership across customer service, bus transportation service delivery, workforce productivity, cost performance, and other service improvements, in partnership with other MICC leaders.

ESSENTIAL FUNCTIONS

• Serves as the highest authority within an assigned sector, leading the daily operations of the bus control center service delivery functions. Ensures all services are operated on schedule and customers are provided with safe, reliable, and courteous service, and all administrative business functions and processes are performed efficiently and effectively.
• Oversees the daily supervision of bus operators and supervisory staff and maintains close communication with staff of other service operations sectors as necessary to ensure a safe and efficient bus service operations.
• Tracks, compiles, analyzes, and reports on bus service delivery key performance indicators, including bus operator performance reports, and addresses interdepartmental issues.
• Supports, implements, and monitors department initiatives, policies, standards, operating procedures, and short/long-range objectives.
• Assists, supports, or leads accident/incident investigations, including any needed on-site assistance and support to the safety and training functions.
• Directs and commands bus service operations sectors whenever necessary to ensure that staff adhere to procedures and policies, prioritizing safety. Exercises sound judgement and communicates effectively to proper stakeholders, i.e., the command line (Rail 1 & Comms 1, METRO 1), to enable fast execution of decisions.
• Provides tactical staff response oversight for emergency incidents and special events within the metropolitan area and coordinates both organizational and external partner participation.
• Creates and maintains an environment focused on safety and coordinates with the safety and training departments to ensure all safety goals and directives are met and staff are properly trained.
• Monitors and evaluates staff performance and provides feedback, coaching, constructive discipline, and other talent management strategies to promote a standard of excellence within the MICC by identifying performance improvement requirements, developing skills, and recognizing exceptional performance.
• Communicates and/or manages staffing needs, assists in identifying, interviewing, and hiring quality candidates to ensure the MICC’s bus function is appropriately staffed.
• Ensures that employee grievances are heard and resolved with help from appropriate support employees and/or departments as required to promote retention of staff.
• Acts as a strategic partner to MICC leadership. Assists in developing, implementing, and modifying bus operating procedures and techniques as necessary to ensure that operations are conducted efficiently, safely, and in alignment with accepted transit practices and guidelines.

The functions listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

MINIMUM QUALIFICATIONS

Education
High school diploma or GED

Experience
A minimum of seven (7) years of experience in a control center or similar transit operational environment, to include at least four (4) years in a supervisory/management capacity

Certification/Licensure
Valid driver’s license

Preferred
Bachelor’s degree in Transportation Management, Business Management, Business Administration, Operations Management

Medical Group:
Satisfactorily complete the medical examination for this position, if required. The incumbent must be able to perform the essential functions of this position either with or without reasonable accommodations.

Evaluation Criteria:
Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:

• Skills and/or behavioral assessment
• Personal interview
• Verification of education and experience (including certifications and licenses)
• Criminal background check (a criminal conviction is not an automatic bar to employment)
• Medical examination including a drug and alcohol screening (for safety-sensitive positions)
• Review of a current motor vehicle report

Closing:
WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.

This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.

Please apply before 1/16/2025

To apply for this position, visit WMATA's Career Center