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Title: Chief Operations Officer
Company: Susquehanna Regional Transportation Authority
Location: Harrisburg, Pennsylvania
Job Status: Full-time
Job ID: 156163
The Chief Operations Officer is critical in assisting the organization in meeting our mission of mobility. The impact of public transportation runs much deeper than a trip from point A to point B. They are the means for which people have access to experiences that alter their lives in meaningful ways. Their culture of innovation and stewardship champions that mission. The position assists and supports the Executive Director by providing executive level management oversight and strategic direction to the organization’s Operations divisions. Analyze and implement policies and procedures; assist in the development and modification of the company’s short- and long-range plans; responsible for establishing metrics for analysis and implementation of change initiatives to meet service objectives. Accountable for special projects, Executive Director duties as assigned or acting on behalf of the Executive Director in his/her absence.


Reports to: Executive Director and serves as a member of the executive team. This position receives broad guidelines and sets priorities for self and staff.

Direct reports: 2 Site Managers II and 3 Site Managers (Adams, Dauphin, and York counties)

Essential Duties and Responsibilities:
  • Assists and supports the Executive Director by providing executive level management oversight and strategic direction to Operations. Analyze and implement short- and long-range plans; establishing objectives and priorities for operations functions that are aligned with the mission; enforcing new strategic initiatives; and ensure metrics are established for analysis and implementation of change initiatives. Acts as the Executive Director in designated in assigned areas or in the Executive Directors absence as designated by the Board of Directors.
  • Serves the customer by analyzing and monitoring root causes of quality and customer service issues and making corrections, as necessary. Establishes operating/maintenance policies and procedures that promote and ensure quality service, on-time schedules, safety, etc. Institutes metrics to measure and action plans to address customer complaints. Ability to create and advance corrective action plans.
  • Meets market needs and operating efficiency by ensuring metrics and action plans are in place and used to planning staffing needs, ensuring proper scheduling, monitoring overtime, monitoring and evaluating daily transportation operations, and evaluating bus routes/schedules.
  • Contributes to acquiring competent staff by conducting applicant and promotion interviews and making selection recommendations to Human Resources.
  • Accomplishes staff results by communicating job expectations; appraising job results, ensuring salary staff’s performance evaluations are tied to established goals; coaching, counseling, and disciplining all staff; and enforcing consistency, policies, and procedures. Responsible for daily transit operations.
  • Ensures good employee relations and CBA/legal compliance by listening for input from others; seeking mutual understanding on problems involving collaboration, keeping subordinates advised of critical issues, and developing written procedures. Communicates with union officials to answer/clarify CBA issues and investigates work rules or CBA violations with supervisors. Resolves the first step of disciplinary procedure for operators according to CBA and policies. Notifies Human Resources for all suspensions, termination, grievances, or actions involving issues such as but not limited to FMLA, ADA, & discrimination. Prepares/directs investigation and documentation for disciplinary grievances, arbitrations, and next step problem solving for non-union employees. Collaborates with the Chief Human Resources Officer, Executive Director, HR Business Partner, Labor Relations, and Counsel to prepare and hear grievances, arbitrations, and other legal hearings.
  • Responds to County emergencies by acting as Representative to the organization when working with the Office of Emergency Management and County Emergency Services. Participate in tabletop exercises with external resources. In the event of an actual emergency, the OM could be required to remain in the Emergency Operations Center (EOC) overnight and/or for extended periods of time. The Site Managers responsibility extends to coordinating with EOC representatives, formulating evacuation plans, communicating to outside transportation responders, and dedicating personnel and equipment. The Maintenance Superintendent and the Safety, Security and Training Officer make up the Preparedness-Response Committee as described in the Preparedness Prevention & Contingency Plan for Storm Water Management.
  • Ensures transportation availability by planning, managing, and forecasting capital expenditure budget and maintenance budget program with Executive Director.
  • Achieves organization’s financial goals by developing monitoring and enforcing budgets, keeping overtime within budget, evaluating costs, making recommendations, and initiating corrective actions. Assists finance in ensuring accurate rider reports to support grants.
  • Contributes to the team by assisting in training employees.
  • Will support the implementation, routine, and day-to-day functions of the organization’s Safety Management System (SMS) in accordance with the Agency Safety Plan (ASP).
  • Prepares reports and serves as project manager for a variety of special projects by collecting, analyzing, and summarizing information and trends; facilitating project activities and resolving issues; developing, and sharing data with Executive Director, Board of Directors, and management.
  • Preserves historical reference by establishing and maintaining a record-keeping system, documenting procedures and decisions, maintaining required documentation, and ensuring delivery of documents, as necessary. Compiles and maintains a procedure system and organized office to ensure continuity of position.
  • Maintains trust, confidence and protects the organization by keeping information confidential and disclosing only on a need-to-know basis; ensuring high ethical standards; fosters a spirit of respect, trust, and cooperation; using good customer service skills with both internal and external customers; and upholding the organization’s reputation in the community.
  • Ensures communication and positive image of the organization by reviewing critical incidents, exceptions to policy and/or goal achievement with Executive Director.
  • Maintains cooperative relationship with coworkers and management by communicating necessary information, responding to requests, building rapport; and participating in problem solving methods.
  • Contributes to effective communications within the organization by establishing and maintaining effective communication lines with all staff members and the general public. Keeps management and staff informed of critical information needed to ensure smooth operations.
  • Maintains professional and technical knowledge/skills by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies and using the performance appraisal system to assess personal strengths and development needs to accomplish the strategic goals of the organization.
Additional Tasks: Contributes to the organization’s team effort by performing other assigned duties as needed.

Job Requirements:
Requirements listed represent the knowledge, skill, and/or ability, mental/physical demands and work environments required to perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential knowledge, skills, abilities, and experience:
  • Bachelor’s degree or equivalent in Business Administration, Public Administration, or a related field.
  • Five to seven years progressively responsible senior management/executive level experience. Transit or transportation experience is preferred.
  • Ability to select, motivate, direct, evaluate, and develop staff. Ability to resolve employment issues and incidents.
  • Ability to make decisions for effective end results; combined with collaboration and participative management skills that support team efforts and quality processes.
  • Ability to analyze and understand transit systems operations and service areas; the nature of the business; how initiatives will impact the strategic plan, operations, financial resources, and human resources. Ability to visualize creative initiatives and make decisions to ensure optimal resource use, minimize total costs, and maximize value to the customer.
  • Knowledge and advanced skills in approaches and systems, which affect the design and implementation of major programs and/or processes organization wide. Independent judgment and decision-making abilities are necessary to apply technical skills effectively.
  • Strong computer and Microsoft applications software proficiency. Knowledge of transit systems is preferred.
  • Good working knowledge of English, grammar, punctuation, spelling, style, etc. with the ability to read and write reports, policies, and procedures.
  • Ability to communicate one-on-one and with small groups, to facilitate meetings, to listen actively, to make and persuade others to accept recommendations, and negotiate contracts.
  • Ability to negotiate and resolve sensitive and controversial issues.
  • Ability to solve problems and deal with a variety of changing situations in a timely manner.
  • Ability to be self-motivated, prioritize tasks, to be detail oriented, organized, accurate, and meet deadlines.
  • Ability to work on multiple projects in a fast-paced environment.
  • Ability to maintain confidentiality.
  • Ability to maintain compliance with the Health Insurance Portability and Accountability Act (HIPAA).
  • Ability to establish and maintain effective working relations with staff, outside contacts, and government officials to gain information and support in accomplishing goals.
  • Ability to always represent the organization in a professional and positive manner.
  • Ability to actively listen, communicate effectively and follow oral and written instructions that are given in English. Ability to complete records. Ability to work with diverse customers.
  • Ability to travel for meetings, training purposes or other organizational needs with occasional overnight requirements.
  • Work hours may include a nonstandard workweek, overtime, various shifts, and weekend work.
  • Must meet hiring qualifications of an acceptable driving record and background verification in accordance with organization standards.
  • Must have regular attendance and punctuality.

Certificates and Licenses Required:
  • Must possess (or open to get through the organization) valid class "B" Commercial Driver’s License (CDL) with a passenger endorsement and air brake restriction lifted operator’s license that is not under suspension or revocation and possess current automobile insurance coverage.
  • Must possess a valid DOT medical card.

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