Manager Operations Support

Pay Range:

$82,783.00 - $136,592.00

Supervisory Organization:

VP Transit Service and Support

Country:

United States of America

Address:

101 N Peak St

City:

DALLAS, TX 75226

FLSA:

Exempt

Professionals:

01 - Official Administrator (EEO-4-United States of America), 1B - Managers and Directors (EEO-SubCategory)

General Summary:

The Manager of Operations Support provides enterprise-level leadership, performance management, and workforce development oversight supporting both Bus and Rail Operations.

This position serves as a cross-modal integrator, aligning operational performance systems, apprenticeship and mentorship lifecycle management, and Transit Center Operations under a single strategic owner. The role provides direct management of Transit Center Assistant Manager and indirect oversight of Station Concierge staff, ensuring consistent customer experience, service reliability, and operational accountability across bus and rail environments.

Reporting to the Vice President of Transit Service and Support, this role bridges training strategy, operational readiness, and frontline service delivery.

Essential Duties and Responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides direct management and performance oversight of Transit Center Supervisor(s) responsible for daily operations at Transit Centers, Transfer Centers, and selected rail stations.
• Establishes performance expectations and accountability standards for Transit Center Supervisors aligned with bus and rail service reliability, safety, and customer experience goals.
• Manages the effectiveness of the Station Concierge program across transit centers ensuring: High-quality customer service, Facility appearance and cleanliness standards, Schedule adherence monitoring, Accurate reporting of incidents, service issues, and customer interactions.
• Serves as an escalation point for significant Transit Center operational issues affecting service delivery, customer safety, or public confidence.
• Coordinates with Police, Facilities, Maintenance, Operations Control Centers (Bus and Rail), and Customer Service to resolve issues impacting Transit Centers.
• Supports special operations including service disruptions, bus bridges, rail service interruptions, and major events.
• Ensure customer-facing service standards are consistently applied across modes.
• Supports development and evaluation of operational support initiatives such as performance monitoring programs, recognition initiatives, and service quality improvement efforts.
• Serves as program owner and lifecycle manager for apprenticeship and mentorship programs supporting Transit Operations.
• Designs and supervises structured implementation, onboarding, mentoring, progression, and completion frameworks aligned with operational readiness.
• Aligns workforce development initiatives with service demands, labor agreements, safety requirements, and succession planning needs.
• Coordinates with Training, Human Resources, Employee Labor Relations, and external partners to ensure program effectiveness and compliance.
• Use operational performance data to continuously refine training and development strategies.
• Tracks retention, advancement, and post-program outcomes to support workforce sustainability.
• Leads complex, cross-functional projects as assigned by the Vice President of Transit Service and Support.
• Develops project plans, timelines, deliverables, and performance measures.
• Coordinates with Bus Operations, Rail Operations, Training, and Supports Departments to ensure initiatives are implemented effectively.
• Prepares executive briefings, reports, and Board-ready materials as needed.
• Must be able to travel to divisions, maintenance facilities and the transit centers
• Performs other related duties as assigned.
  
  

MINIMUM KNOWLEDGE SKILLS AND ABILITIES REQUIRED:

Note: An equivalent combination of related education and experience may be substituted for the below stated minimums, excluding High School Diploma, GED, Licenses, or Certifications.

• Bachelor’s degree from an accredited college or university in Business Administration, Transportation, Public Administration, or related field.
• Four (4) years progressive experience in transit operations support or transit management roles and three (3) years experience supervising a professional staff. Experience supporting multi-modal operations is strongly preferred.
• Pass a physical (medical) examination that includes a drug screen in order to operate DART non-revenue vehicles.
• Strong knowledge of transit operations performance monitoring and operations support functions.
• Demonstrated ability to manage supervisory staff and influence frontline performance.
• Proven experience supporting service reliability initiatives in a transit environment.
• Ability to work effectively across operational, technical, and labor-sensitive environments.
• Advanced proficiency in Microsoft Office and performance reporting tools.
• Strong written and verbal communication skills at the executive level.
• Ability to manage multiple priorities in a fast-paced operational setting.
• Experience in managing a represented workforce required.
• Experience supporting mentorship and apprenticeship programs is strongly preferred.
  
  

WORKING CONDITIONS:

Works in an environment where there is minimum exposure to dust, noise, or temperature. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V

Open until qualified applicants are identified.