Micc Operations Manager, Bus (Bus 1)

The MICC Operations Manager, Bus (BUS 1) serves as the highest authority position representing Bus Operations on the MICC operations floor. The incumbent ensures smooth service delivery in a 24/7/365 bus operations, maintains optimal service performance, and identifies and resolves service issues. The Operations Manager oversees the bus function within the MICC coordinates with the command line on incident responses; bridges gaps between separate control center functions; ensures proper flow of information, coordinates resources across departments, and makes decisions in accordance with policy and procedures to prioritize safety and mitigate risk. The incumbent implements and delivers effective leadership across customer service, bus transportation service delivery, workforce productivity, cost performance, and other service improvements, in partnership with other MICC leaders.

Principal Job Duties

• Serves as the highest authority within an assigned sector, leading the daily operations of the bus control center service delivery functions. Ensures all services are operated on schedule and customers are provided with safe, reliable, and courteous service, and all administrative business functions and processes are performed efficiently and effectively.
• Oversees the daily supervision of bus operators and supervisory staff and maintains close communication with staff of other service operations sectors as necessary to ensure a safe and efficient bus service operations.
• Tracks, compiles, analyzes, and reports on bus service delivery key performance indicators, including bus operator performance reports, and addresses interdepartmental issues.
• Supports, implements, and monitors department initiatives, policies, standards, operating procedures, and short/long-range objectives.
• Assists, supports, or leads accident/incident investigations, including any needed on-site assistance and support to the safety and training functions.
• Directs and commands bus service operations sectors whenever necessary to ensure that staff adhere to procedures and policies, prioritizing safety. Exercises sound judgement and communicates effectively to proper stakeholders, i.e., the command line (Rail 1 & Comms 1, METRO 1), to enable fast execution of decisions.
• Provides tactical staff response oversight for emergency incidents and special events within the metropolitan area and coordinates both organizational and external partner participation.
• Creates and maintains an environment focused on safety and coordinates with the safety and training departments to ensure all safety goals and directives are met and staff are properly trained.
• Monitors and evaluates staff performance and provides feedback, coaching, constructive discipline, and other talent management strategies to promote a standard of excellence within the MICC by identifying performance improvement requirements, developing skills, and recognizing exceptional performance.
• Communicates and/or manages staffing needs, assists in identifying, interviewing, and hiring quality candidates to ensure the MICC’s bus function is appropriately staffed.
• Ensures that employee grievances are heard and resolved with help from appropriate support employees and/or departments as required to promote retention of staff.
• Acts as a strategic partner to MICC leadership. Assists in developing, implementing, and modifying bus operating procedures and techniques as necessary to ensure that operations are conducted efficiently, safely, and in alignment with accepted transit practices and guidelines.

Other Duties

• Maintains and promotes awareness and accountability with safety policies and procedures while performing job functions. Promotes a positive safety culture and encourages reporting of safety concerns consistent with our Agency Safety Plan, other regulatory requirements within the Safety Management System and just culture principles.

The functions listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

Knowledge

• • Knowledge of Bus Transportation, Washington Metropolitan Area Transit Authority (WMATA) and federal safety and organizational policies and procedures
• • Knowledge of WMATA Bus Operations and equipment
• • Knowledge of corrective action and reporting measures for emergencies or accidents, including serious incidents and major special events
• • Knowledge of radio and emergency communication procedures, codes and protocols
• • Knowledge of labor contracts and disciplinary action procedures

Skills

• Skilled at communicating effectively verbally and in writing to all levels within the Authority and customers
• Skilled in Bus Transportation metrics reporting, including but not limited to: CRM reports, Trapeze reports, PeopleSoft Time & Labor reports, all other employee or workforce related reports, budget reports, and other service reports and reporting tools

Abilities

• Ability to effectively direct, manage, develop and evaluate human resources
• Ability to make sound judgements in bus transportation service management as well as the ability to understand both direct and indirect operational impacts from decisions made
• Ability to represent WMATA in a professional and courteous manner at all levels within the organization as well as to all relevant external officials, jurisdictional partners and associated contacts
• Ability to solve complex problems by using deductive reasoning and critical thinking skills
• Ability to monitor and evaluate bus operations, with an emphasis on systems analysis and customer service approach

Machine, Tools, Equipment, Software, Hardware Required

• Microsoft Office Suite, Outlook
• Trapeze
• Safety Measurement Systems (SMS)
• PeopleSoft
• Vehicle GIS Tracking Systems
• CleverCAD
• Metro Issued Computer
• Metro Issued cellphone.
• Portable radio

Supervisory Responsibility

Supervises work of others, including planning, assigning and scheduling work, reviewing work and ensuring quality standards, training staff and overseeing their productivity. May offer recommendations for hiring, termination and pay adjustments, but does not have responsibility for making these decisions.

Minimum Education

• High school diploma or GED

Minimum Experience

• A minimum of seven (7) years of experience in a control center or similar transit operational environment, to include at least four (4) years in a supervisory/management capacity

Minimum Certification/Licensure

• Valid driver’s license

Preferred Qualifications

• Bachelor’s degree in Transportation Management, Business Management, Business Administration, Operations Management