Assistant Manager - Service Delivery

Brief Description

Under the general direction of the Manager of Service Delivery this position is directly responsible for the day-to-day management of service delivery in the Jacksonville Transportation Authority service area. This position is responsible for the supervision of Bus Operators assigned to an operating service area. In addition, the Assistant Manager of Service Delivery is responsible for implementation of guidelines and operating procedures to ensure superior service to customers who utilize JTA services to include on-time performance, customer concerns, and all service-related issues and reporting requirements that affect transit operations.

Essential Function(s)

• Responsible for the daily operations of bus routes, providing leadership and guidance to Bus Operators to ensure a uniform professional approach in the delivery of transit services.
• Ensures efficient, safe, and on-time transit operations. Direct responsibility for assigned routes and employees.
• Works with Transportation Superintendents to set goals and outline specific objectives.
• Responds to accidents, passenger disturbances and other events and resolves passenger and Bus Operator problems.
• Processes passenger complaints and takes corrective action within limits of delegated authority. Maintains communication with Transportation Superintendents regarding all operational issues.
• Identifies and reports bus operator rule violations and provides corrective coaching, counseling, and disciplinary actions.
• Coordinates with Command Center personnel to resolve questions about service delays or route detours and changes.
• Ability to develop budgets, cost/benefit analysis, and other analyses required to maintain high performance levels.
• Maintains knowledge of all routes, detours, and adjusts schedules as needed.
• Consulting with leadership and other business leaders to identify improvement opportunities.
• Creating reports for internal teams, external clients and/or stakeholders. Collaborating with team members to collect and analyze data.
• Processing information with a team of analysts and other business intelligence analysts. The ability to craft presentations and reports based on recommendations and findings.
• Acts as a community liaison throughout the service area. Addresses all bus stop and shelter issues and refers to appropriate staff for resolution.
• Assists with special event organization and execution (e.g., stadium shuttles, special service requests, promotional outreach, new service adjustments, public hearings etc.).
• Coordinates required special projects within the department. Acts as the liaison between other team members.
• Conducts regular team meetings with team members and provides feedback regarding performance. Attends training in support of team members.
• Maintains performance and attendance information for each team member.
• Communicates with customers, co-workers, management, and others in a courteous and professional manner.
• Conforms with and abides by all regulations, policies, work procedures, and instructions.
• Conforms to all safety rules and wears/uses all appropriate safety equipment.
• Extended hours and weekend work. Performs related work as assigned.
  
  

Minimum Qualifications

Bachelor’s degree in management, Business Administration, Transportation, or related field. Four years of management experience in a customer service operations environment or related field. Degree requirements can be met through any combination of related college level coursework and additional years of professional experience. Must obtain a Florida Commercial Driver’s License within the first six months.

Preferred Qualifications

Experience in transit or transportation industry experience preferred.

Knowledge, Skills And Abilities

• Knowledge of public transportation and bus operations systems.
• Strong knowledge of Microsoft Office products and technology applications.
• Strong analytical and problem-solving skills.
• Excellent oral and written communication skills.
• Strong interpersonal skills.
• Skills in planning, scheduling, assigning, monitoring, reviewing, managing and evaluating the work of others.
• Must be extremely organized and able to prioritize work assignments.
• Able to maintain a high level of confidentiality.
• Ability to deal effectively with employees at all levels within the organization as well as the public.
• Ability to oversee the work of union and non-union employees.
• Ability to work independently with minimal supervision and resolve complaints in a professional, tactful manner.
• Ability to work in a fast paced and highly diverse environment.
• Must possess strong leadership skills such as critical and strategic thinking, accountability, customer focused, and a team player.
  
  

Work Environment/Physical Demands

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud. Sit, stand, walk for prolonged periods, perform repetitive motion, and work in inclement conditions.

Acknowledgements

This position description in no way states or implies that these are the only duties to be performed. Employees are responsible for completing all mandatory training classes. Employees must also review and comply with all JTA/JTM policies, procedures, and directives. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship. All employment offers are contingent upon pre-employment drug testing.

Positions marked as ‘Safety Sensitive’ will be subject to random testing for drug and alcohol use and if any testing is positive, the application for employment will be rejected, or if hired, employment may be terminated. Positions marked as “COOP Essential” may be required to work whenever the Continuity of Operations Plan is activated.

Driver’s License – The position description will specify whether a driver’s license is required and the acceptable class of license. Unless an exception under Florida law exists, a nonresident must obtain a Florida driver’s license within 30 days of hire. If a driver’s license has a corrective lens restriction, the employee must wear corrective lenses when operating any vehicle for work purposes. Suspended or revoked licenses, work permits, and certain restricted licenses are not acceptable.

The Jacksonville Transportation Authority is an Equal Opportunity/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace. Employees who require a reasonable accommodation as defined by the Americans with Disabilities Act (ADA) must notify JTA in advance to allow sufficient time for JTA to provide the accommodation.