Assistant Operations Manager

The Assistant Operations Manager reports directly to the Operations Manager in managing daily operations to include but not limited to; route supervision, dispatch and operator supervision, effective communication with internal and external customers and coaching employees for optimal performance, clearing exceptions, responding an investigating customer complaints, internal investigation, managing the entire operation in the absence of the Operations Manager, complying with all Company policies, and managing the operation within the budgetary plan for the location. Benefits: Comprehensive benefits package including health insurance, retirement plan for individuals and family, and paid time off. 401k plan with Fidelity. Supportive work environment focused on safety, teamwork, and professional development. Major Responsibilities: Supervises daily activities of all operators and coordinates the activities of supervisors and dispatch personnel with Manager. Oversees scheduling of operators: monitors operations and coordinates delivery of service with superiors. Investigates employee complaints and department related incidents. Investigate and respond to rider/public complaints within 5 days of receipt. Respond to customer inquiries and requests. Works closely with the maintenance department and Manager to ensure that all operation service requirements are met. Track, compile, and analyze performance; manage interdepartmental issues; resolve employee issues and grievances; improve processes and route scheduling. Ensures the timely and efficient completion of all assigned tasks. Assists in accident/incident investigation, including any needed on-site assistance and support to safety and training personnel. Coordinates with the safety and training department to ensure all safety goals and directives are met. May operate a vehicle in revenue service, if necessary. Working knowledge of dispatch and dispatch software (Ecolane). Ability to use a tablet or other Mobile Data Terminal (MDT) equipment. Assists dispatch in assigning manifests and documents manually in the specified computer system; assists in updating and maintaining dispatch log and extra board information. Assigns and monitors vehicle availability; provides input on various operational issues including construction detours, serious weather conditions, found property, and passenger complaints. Solicits additional staff to cover trips where needed. Notifies all appropriate personnel of all incidents and accidents; monitors and directs emergency situations; ensures that all incidents and accidents are fully documented and investigated. Assists with the operator process; administers discipline to operators and dispatch including recommendations for suspension or termination; documents attendance and enforces uniform policy; counsel employees. Maintains confidentiality of all information. Other duties as required. Minimum Education & Certifications Required: High school diploma or equivalent, such as GED, required. Bachelor’s Degree or four years of relevant college coursework preferred. Valid driver’s license in good standing with the state. 1 or more years of relevant transit supervisory experience required. 1 or more years of transit dispatching experience preferred. Thorough knowledge of basic laws, ordinances and regulations underlying the transit operation. Thorough knowledge of the methods of operation of the transit system’s staff and operational departments. Working knowledge and proficiency with Microsoft Word, Excel, and relevant database programs. Utilizes data and analysis to identify trends and staffing needs. Good written and oral communication skills. Ability to organize and perform work efficiently, strong attention to details. Ability to work effectively with labor; may include labor grievances and negotiations. Travel requirement (as a percent):