Operations Manager

Safety Statement
This is a safety-sensitive position subject to the rules and regulations of the Drug and Alcohol Policy and required testing policy per the Federal Transit Administration (FTA). The incumbent is required to fully comply with all operational safety rules and regulations established by Mountain Line.

Operations Manager Position Summary
The Operations Manager is responsible for the safe, reliable, efficient, and customer-focused delivery of fixed-route transit service. Through direct oversight of Transit Dispatchers, Transit Supervisors, and Transit Ambassadors, this position is accountable for day-to-day service delivery, operational performance, workforce deployment, service reliability, incident response, detour management, customer experience, and operational readiness.

The Operations Manager serves as the primary leader responsible for ensuring transit service is delivered in accordance with established service standards and organizational goals. The position partners closely with Driver Managers and the Deputy General Manager of Operations to establish performance expectations, monitor operational results, and implement strategies that support continuous improvement and organizational success. Serves as the primary leader accountable for fixed-route service delivery and operational performance through the management of Dispatchers, Transit Supervisors, and Transit Ambassadors.

Essential Duties and Responsibilities

Service Delivery Leadership

• Acts as the single point of accountability for daily fixed-route service delivery, ensuring service performance standards are achieved through effective leadership of Dispatchers, Transit Supervisors, and customer-facing operational support functions.
• Accountable for the daily delivery of fixed-route transit services and achievement of operational performance objectives.
• Ensures service is delivered safely, reliably, efficiently, and in accordance with established service standards.
• Directs daily workforce deployment and operational activities to maintain uninterrupted service delivery.
• Monitors and manages operational performance metrics including service reliability, missed trips, pull-out performance, customer impacts, operational efficiency, and service effectiveness.
• Leads service recovery efforts during disruptions, staffing shortages, accidents, weather events, detours, and other operational challenges.
• Ensures operational readiness through effective coordination of dispatch, supervision, and field support functions.

Dispatch Management

• Directly manages transit dispatch operations and ensures appropriate staffing, communication, coordination, and operational support necessary to maintain efficient service delivery.
• Establishes expectations for dispatcher performance, communication standards, operational awareness, and service support activities.
• Ensures dispatch personnel effectively monitor, communicate, and respond to operational conditions affecting service delivery.
• Evaluates dispatcher performance and identifies opportunities for process improvement and operational efficiency.
• Ensures dispatch activities support organizational performance goals and service reliability objectives.

Transit Supervisor Management

• Provides leadership, direction, coaching, and performance oversight for Transit Supervisors.
• Ensures supervisors maintain a visible field presence and effectively support transit operations.
• Establishes expectations regarding field observations, incident response, customer service, documentation, operational decision-making, and service monitoring.
• Evaluates supervisor effectiveness and develops strategies to strengthen field leadership and operational support.
• Holds supervisors accountable for supporting service performance, safety initiatives, customer experience objectives, and organizational standards.

Ambassador Program Management

• Directs the activities of Transit Ambassadors to support customer service initiatives, rider engagement, passenger assistance, transit education, and community outreach efforts.
• Ensures ambassadors provide a professional and positive customer experience consistent with organizational expectations.
• Evaluates ambassador performance and effectiveness in supporting operational and customer experience goals.
• Identifies opportunities to enhance customer engagement and improve rider satisfaction.

Overtime and Resource Management

• Monitors and manages overtime utilization within dispatch, supervision, and ambassador functions.
• Ensures resources are effectively deployed to support operational demands while maintaining fiscal responsibility.
• Identifies operational efficiencies and recommends improvements to maximize productivity and service performance.
• Evaluates staffing utilization and operational coverage to ensure efficient delivery of service.
• Recommends adjustments to resource deployment to address changing operational needs and service demands.

Detour and Incident Management

• Develops, coordinates, communicates, and oversees implementation of service detours, road closures, construction impacts, special event operations, and temporary service modifications.
• Leads operational response to accidents, emergencies, service interruptions, weather events, and other incidents affecting transit operations.
• Coordinates with internal departments, public safety agencies, contractors, municipalities, and other stakeholders to minimize service disruptions and maintain service continuity.
• Ensures timely communication regarding operational impacts affecting customers, operators, supervisors, dispatch personnel, and leadership.
• Evaluates incidents and service disruptions to identify lessons learned and opportunities for continuous improvement.

Vanpool Program Administration

• Oversees the administration and day-to-day operation of Mountain Line's Vanpool Program.
• Monitors program participation, vehicle utilization, customer satisfaction, and operational performance.
• Coordinates with participating employers, riders, and community partners to support program growth and effectiveness.
• Promotes vanpool services as a transportation alternative that supports regional mobility, commuter cost savings, and organizational sustainability goals.
• Recommends program improvements to enhance service quality, increase ridership, and support organizational objectives.

Collaboration with Driver Managers

• Collaborates closely with Driver Managers to support employee accountability and operational excellence.
• Ensures Dispatchers and Transit Supervisors consistently document and communicate attendance occurrences, policy violations, safety concerns, customer service issues, commendations, and operational performance observations.
• Facilitates timely sharing of employee-related observations to support Driver Manager coaching, counseling, performance management, employee development, and disciplinary processes.
• Collaborates with Driver Managers to ensure alignment between operational expectations and employee accountability standards.
• Maintains accountability for operational performance and service delivery while supporting Driver Managers through accurate and timely operational reporting.
• Works collaboratively with Driver Managers to ensure employee-related concerns identified through daily operations are appropriately communicated and addressed.

Performance Management and Continuous Improvement

• Partners with Driver Managers and the Deputy General Manager of Operations to establish measurable performance standards and key performance indicators (KPIs) for service delivery, workforce performance, safety, customer experience, and operational effectiveness.
• Regularly reviews performance results, identifies trends, performance gaps, operational risks, and emerging issues affecting service delivery and organizational performance.
• Ensures action plans are developed, implemented, and monitored to achieve organizational objectives and maintain compliance with established performance expectations.
• Collaborates with Driver Managers to align operational performance expectations with employee accountability processes and workforce development initiatives.
• Holds direct reports accountable for supporting divisional performance goals, implementing improvement initiatives, and achieving established operational targets.
• Utilizes operational data and performance metrics to identify opportunities for service improvements, increased efficiency, enhanced customer experience, and improved operational outcomes.
• Promotes a culture of accountability, continuous improvement, proactive problem-solving, and performance-based decision-making throughout the Operations Division.

Attendance
This position oversees a full seven-day operations schedule and requires the ability to work beyond standard office hours for early morning, evening, weekend, and holiday operational needs. The position must be available to respond to emergencies, major service disruptions, accidents, severe weather events, and unexpected changes in operating conditions.
Attendance should be regular and predictable. General employment policies regarding vacation, sick, and unpaid leave apply.

Confidentiality
This position regularly handles confidential operational, customer, and employee information and is expected to maintain confidentiality at all times.

Knowledge

• Thorough knowledge of public transportation operations, service delivery, operator scheduling, dispatch functions, and workforce deployment.
• Knowledge of ADA regulations and requirements as they apply to public transit operations.
• Knowledge of applicable federal, state, and local laws, regulations, and compliance requirements affecting transit operations.
• Knowledge of emergency preparedness, service recovery, incident management, and business continuity practices.
• Knowledge of vehicle operations, safety management systems, accident prevention, and risk mitigation practices.
• Knowledge of transit technology systems, management information systems, reporting tools, and operational performance metrics.
• Knowledge of employee performance management, training, coaching, and professional development principles.
• Knowledge of effective leadership, supervision, team development, and organizational management practices.

Skills & Abilities

• Communicate effectively, both orally and in writing, with employees, customers, vendors, public officials, and community stakeholders.
• Lead, motivate, and develop supervisors and frontline employees in a positive, productive, and accountable manner.
• Analyze operational data, identify trends, and make informed decisions to improve service quality, safety, and efficiency.
• Manage multiple priorities and respond effectively in a fast-paced, customer-focused operational environment.
• Coordinate activities and build collaborative relationships across departments and workgroups.
• Exercise sound judgment, initiative, and problem-solving skills in routine and emergency situations.
• Investigate operational incidents, customer complaints, and service concerns, and implement appropriate corrective actions.
• Respond effectively to emergencies, service disruptions, and unforeseen operational challenges.
• Foster a culture of safety, accountability, customer service, and continuous improvement.
• Maintain effective working relationships with employees, labor representatives, customers, vendors, community partners, and government agencies.
• Interact effectively with individuals from diverse backgrounds and cultures.

Minimum Qualifications

• Bachelor's degree in Transportation, Business Administration, Public Administration, or a related field; or an equivalent combination of education, training, and relevant experience.
• Minimum of three (3) years of progressively responsible experience in public transit, transportation, logistics, or a related operational environment.
• Minimum of three (3) years of supervisory or management experience with responsibility for employee performance, attendance, safety, and service delivery.
• Demonstrated experience leading frontline operational teams and managing workforce resources in a dynamic service environment.

Preferred Qualifications

• Experience in fixed-route public transportation operations.
• Experience with transit scheduling, dispatch, workforce management, and operational reporting systems.

Licensure Required

• Class B Commercial Driver License (CDL) with Passenger Endorsement, or the ability to obtain and maintain one.

Substitution
Any combination of education, experience, and training that provides the required knowledge, abilities, and skills to successfully perform the duties of the position may be considered.

Mountain Line is an equal employment opportunity employer.