AccessRide Manager

Job Description

Title: Access Manager

Department: Mobility Services

Reports to: Director of Mobility Services

FLSA Classification: Exempt

DTO is an Equal Opportunity Employer

Purpose

The Access Manager is responsible for overseeing all aspects of the Access Division within the Mobility Services Department. This includes ensuring compliance with WeGo policies, ADA requirements, APAC recommendations, and labor agreements. The Manager supervises dispatchers, schedulers, and operations supervisors and ensures high-quality service delivery through strategic coordination, resource management, and process improvement. This role also serves as a key liaison across departments to enhance the customer experience and operational efficiency.

Essential Job Functions

• Performance & Service Quality
  • Analyze and refine operational procedures to improve on-time performance, trip productivity, and overall service quality.
  • Review and address customer and operator complaints in a timely and effective manner.
  • Monitor daily performance of contracted service providers to ensure compliance with contractual standards.
  • Adjust Access service blocks in conjunction with the bi-annual mark-up to maximize efficiency and manage costs.
  • Lead efforts to continuously improve service delivery through internal innovation and vendor collaboration.

• Operational Coordination
  • Develop, implement, and enforce standard operating procedures for scheduling and dispatching.
  • Ensure accuracy and completeness of information transmitted via onboard technology.
  • Collaborate with I.T. and Maintenance to ensure vehicle readiness and functional onboard systems.
  • Partner with I.T. to ensure customer-facing software (e.g., scheduling portals, IVR) functions reliably and efficiently.
  • Design and implement innovative services and programs to enhance customer satisfaction while maintaining cost control.

• Staff Management
  • Provide training, coaching, and performance management for direct reports, including leads and supervisors.
  • Approve or deny payroll and leave requests for direct reports.
  • Collaborate with team leads to create weekly staff schedules, ensuring adequate shift coverage and flexibility for emergencies.
• Stakeholder Communication
  • Represent the Access Division at internal meetings and external forums, including presenting updates to the Access Policy Advisory Committee (APAC).
• Part-Time Operator Program
  • Oversee recruitment, onboarding, and training of part-time operators in coordination with HR and Training.
  • Ensure adherence to all WeGo operational standards and policies by part-time staff.

Requirements

• Associate’s Degree or higher required.
• Minimum of three (3) years of experience in public transit. Paratransit and Supervisory experience preferred
• Strong ability to interpret maps, navigate operational instructions, and manage multiple tasks.
• Excellent interpersonal, communication, and problem-solving skills.
• Demonstrated ability to work independently with limited supervision.
• Proficiency in Microsoft Office, including advanced Excel skills, is strongly preferred.
• Must gain proficiency in scheduling and dispatch software (e.g., Trapeze PASS or equivalent) within a reasonable timeframe.

Additional Roles and Responsibilities

To be determined based on departmental needs; may include special projects, emergency planning, service audits, etc.