Assistant Manager-Landside (Bus) Operations

City of Charlotte

About The Position

This position exists to manage the personnel and programs for the Landside Operations-Bus Operations Division at Charlotte Douglas International Airport (CLT). Directly supervise the work of the Bus Operations Supervisors, Shuttle Bus Dispatchers, Bus Operations Fuelers and Shuttlebus Drivers. Gather, evaluate and discuss bus metrics with team. Supervises staff and leverages contract service providers to support operational and customer service goals; establishes and ensures compliance with standards and regulations; and conducts training on customer service, emergency procedures, and irregular operations. Serves as the primary point of contact for bus operations, enforcement of DOT standards and operations. Effectively lead and motivate a diverse staff, exercises considerable independent judgement and initiative, and maintains effective working relationships with stakeholders and the public.

Requirements

High school diploma or equivalent and 9 years of related experience OR Associate's degree and 7 years of related experience OR Bachelor's Degree and 5 years related experience OR Master's degree and 3 years related experience
Thorough knowledge of fleet management, and commercial driver rules, regulations, policies and procedures.
Ability to safely drive any of the shuttle bus models and train others to do the same.
Ability to plan and organize the work of support staff.
Ability to analyze problems and make effective decisions.
Ability to deal tactfully and courteously with the public, represent the airport in a positive, professional manner, and establish and maintain effective working relationships with co-workers, tenants and contractors.
Ability to communicate effectively, orally and in writing, and complete related paperwork.
Ability to lead and provide clear directives.
Ability to create and work as part of a cohesive team
Ability to understand driver scorecard and other relevant metrics.
Ability to respond calmly and effectively in emergencies and effectively manage sensitive and tense situations.
Ability to demonstrate initiative, creativity and innovative thinking in a rapidly changing work environment.
Ability to obtain Commercial Driver’s License A or B with Passenger Endorsement within 12-month of employment

Nice To Haves

Experience managing large work groups of 50+ employees
Holds a Commercial Driver’s License A or B Class with passenger endorsement
Solid experience in employee relations

Responsibilities

Supervise and coordinate 24/7/365 Shuttle Bus Operations activities including administration and enforcement of airport ordinances, DOT Standards, rules and regulations. Instruct bus operation team about approved airport transportation routes, policies and procedures.
Oversee the professional development of staff to support their overall engagement, development, and goal achievement. Ensure all personnel have proper training and tools to perform their duties efficiently and effectively. Deliver employee performance reviews by established dates.
Formulate comprehensive and concise instructions/procedures in both oral and written form. Create and update policies and procedures and make recommendations for improvements in efficiency, safety, and customer service.
Utilize the Fleet Management System to monitor bus locations, track driver performance, and analyze operational data. Ensure the system is used effectively to optimize routes and improve overall efficiency.
Monitor, and report on key performance indicators, safety incidents, vehicle utilization, customer satisfaction, driver safety scorecard, and driver performance scorecard. Use metrics to drive continuous improvement and operational excellence. Monitoring drivers’ performance for “driver of the month”.
Respond to and participate in airport emergencies and irregular operations, establish priorities, and make timely decisions under stressful conditions to emergencies and incidents of various size, scope, and scale. Take charge until relieved by a higher authority. Coordinate and assist the Landside Operation Manager response efforts in emergencies, irregular operations and incident recovery. Serve as Section Chief in the Airport Emergency Operations Center in the absence of the Landside Operations Manager. Ensures that response follows Airport Emergency Plan (AEP) and standard operating procedures and follow the National Incident Command Systems (NIMS) protocols. React quickly, calmly, and exercises independent judgement and initiative to protect persons, property, and ensure compliance.
Direct and coordinate the customer service efforts of internal and external support agencies during periods of irregular operations. Conduct and participate in required emergency response training and exercises related to airport operations, emergencies, and security.
Coordinate with HR on employee related issues including but not limited to hiring, time keeping, reprimands, training and separations. Approve performance reviews for all Shuttle Bus Drivers, Shuttle Bus Fuelers and Dispatchers, as well as Bus Operations Supervisors.
Ensure the needs of tenants, stakeholders and the public are being met. Collaborate with Maintenance, Engineering, and Facilities to ensure the continuity of airport operations and passenger enhancement. Participate in planning activities, development, design review, construction, and ensure transition from construction to operation and maintenance. Ensuring all Planning, Engineering, and Facilities activities are in alignment with landside operations and passenger needs, identify hazards, and implement mitigation strategies.
Coordinate with Fleet Maintenance for shuttle bus status, work orders, system maintenance, shuttle bus maintenance and complete inspections of work to ensure compliance and address safety hazards.
Respond to and investigate vehicle accidents and injuries to include pulling cameras footage from buses and reviewing its contents. Complete associated paperwork in accordance with policies and procedures. Participate in the Accident Review process when necessary. Transport employees for drug testing in accordance with Aviation Department and City policies and procedures. Communicate updates when needed.
Execute time keeping processes such as entering, adjusting and approving time, vacations, overtime, creation of schedules and shift bids. Answer and document calls from drivers and customers and provide them with relevant information. Provide accurate information to the public. Respond to requests for service in accordance with policies and procedures. Follow-up with Management staff in accordance with policies and procedures. Monitor attendance and conduct disciplinary actions as necessary.
Hiring of Bus Operations Supervisor and engagement in hiring of Shuttle Bus Drivers, Fuelers and Dispatchers. Select applicants and conduct interviews in conjunction with Talent Acquisition.
Assist passengers and work in public areas during irregular operations, such as inclement weather, holidays, special events and airport emergencies. increase bussing operations and services as deemed necessary.
Assists Landside Operations Manager with 24/7/365 administrative responsibilities and follows the directives of the Landside Operations Manager. Serves as interim manager in the absence of the Landside Operations Manager. Serve as a back-up for Assistant Landside Operations Manager-Parking and Ground Transportation, and Landside Operations Supervisor-Bus Operations as required to maintain an efficient operation.
Other duties, as assigned.