What are the responsibilities and job description for the Operations Manager – Paratransit Services position at A national transit?
OPERATIONS MANAGER
Position Title: Operations Manager
Department: Operations
Reports To: General Manager
Position Summary
The Operations Manager oversees all paratransit service delivery, ensuring safe, efficient, and compliant daily operations. This role leads dispatch, road supervision, operator performance, and customer service activities to meet contractual and regulatory expectations. The Operations Manager drives performance through KPI monitoring, staff leadership, communication, and cross-department collaboration.
-
Essential Duties & Responsibilities
Oversee all daily paratransit operations, including dispatch, operators, and road supervision.
Manage on-time performance, billable hours, and other key operational metrics.
Coordinate with Safety & Training, Maintenance, and Dispatch to ensure service readiness.
Resolve operational issues, service disruptions, and customer concerns.
Implement and reinforce operational policies, standards, and procedures.
Lead regular team meetings to review performance, expectations, and improvements.
Review and analyze data to identify trends and operational needs.
Support hiring, onboarding, coaching, and corrective action processes for operations staff.
Assist in investigations and safety-related follow-ups.
Maintain strong communication across internal departments and external partners.
-
Minimum Qualifications
5 years of experience in transit or paratransit operations.
3 years of supervisory or management experience.
Strong understanding of ADA paratransit requirements.
Experience managing KPIs such as OTP, missed trips, LDs, and labor utilization.
Strong leadership, communication, and problem-solving skills.
-
Preferred Qualifications
Experience working within MARTA Mobility or a comparable regional paratransit system.
Experience overseeing large-scale operations with 100 employees.
Safety or operations certifications.
-
Skills & Competencies
Leadership and staff development
Data-driven decision-making
Strong communication skills
Cross-departmental collaboration
Conflict resolution and coaching
Organizational and time management skills
-
Key Performance Indicators (KPIs)
On-time performance (OTP)
Reduction in missed trips and liquidated damages
Billable hour accuracy and efficiency
Staff attendance compliance
Operational communication timeliness and effectiveness
Customer satisfaction indicators
-
Work Environment & Physical Requirements
Office and field-based role within a 24/7 operating environment.
Must be able to walk the yard, conduct field observations, and board vehicles.
Requires flexibility for early mornings, evenings, weekends, or emergencies.
-
Why Work With Us
As a key leader in our organization, you help shape service delivery across the Atlanta region. A-National Transit provides a supportive environment, operational autonomy, and growth opportunities in a mission-driven operation.