Assistant Manager, Operations Command Center

TriMet•Gresham, OR

2d•Onsite

About The Position

The Assistant Manager, Operations Command Center is responsible for the daily operations of TriMet’s Operations Command Center (OCC), including dispatch of fixed-route bus operations and control of the MAX light rail system. The role develops, coordinates, and implements operational plans and daily OCC activities for normal, degraded, and emergency service, and manages the performance of Rail Controllers and Bus Dispatchers. It also manages a union workforce and associated labor relations issues, ensures that rules and procedures are followed, and investigates safety and performance issues to identify and implement mitigations. The position is onsite five days per week and primarily works a graveyard shift. The schedule may change based on operational needs and includes nights, weekends, and holidays. The Assistant Manager has a 24-hour, seven-day rotational responsibility to maintain a management presence in the OCC. The role promotes safety and regulatory compliance through leadership, training, and example, and is expected to use TriMet’s transit system regularly to stay current with customers’ experiences and service offerings. The Assistant Manager leads OCC and field personnel, coordinates response to incidents and service disruptions, supports emergency and special-event operations, and works with other departments to restore and maintain service. The role also contributes to OCC technical systems programs and projects, performance measurement, incident investigations, customer service, resource management, and the development and implementation of policies, procedures, communication protocols, business processes, and training programs. This is a full-time, exempt, non-union Grade 16 position. The listed salary range is $104,587 to $156,881; the final offer is determined through TriMet’s salary administration process based on education, training, and relevant experience.

Requirements

At least four years of total credited experience.
High school diploma or GED.
At least three years of operations experience in the transportation or transit industry.
At least one year of Bus Dispatch, Rail Control, or Command Center/Logistics experience.
Equivalent combinations of training or experience may be considered.
Experience credit is based on relevance to the position, prorated by hours worked, and assigned and validated by LRHR.
An up-to-date resume is required as part of the application.

Responsibilities

Oversee the daily operations of the Operations Command Center, including fixed-route bus dispatch and MAX light rail control.
Develop, coordinate, and implement operational plans and daily activities for normal, degraded, and emergency service.
Directly supervise and lead Rail Controllers, Bus Dispatchers, Field Operations Supervisors, Rail Operators, and/or Bus Operators.
Manage staff performance and employee or labor relations matters, including training, development, coaching, mentoring, corrective actions, work improvement plans, disciplinary action, and terminations.
Ensure staff certifications remain current and manage Dispatcher and Controller role rotation to build employee skills.
Promote a respectful workplace and partnership with ATU members and officers, and ensure consistent application of policies, procedures, and labor agreements.
During incidents and service delays, align Dispatcher and Controller responsibilities to support timely resolution and communicate incident information to internal TriMet personnel.
Ensure applicable standard operating procedures and policies are followed and operational safety is maintained.
Lead emergency response, coordinate service adjustments, and respond in the field or at a base facility to accidents, emergencies, disruptions, inclement weather, disasters, and special events.
Serve as the OCC point of contact during incidents so Dispatchers and Controllers can focus on service recovery with the on-scene incident commander.
Identify and implement corrective action plans to mitigate future incidents, and provide staff with feedback after incidents.
Promote an OCC culture that prioritizes safety, customer experience, and urgency during service disruptions.
Maintain Bus Dispatcher and Rail Controller competency and collaborate with other departments on operational strategies and incident response.
Maintain effective working relationships with the Maintenance division to support timely responses and current situational awareness.
Fulfill a 24/7 rotational responsibility to maintain management presence in the OCC.
Deploy and direct field supervisory personnel and other resources to recover, restore, and maintain customer service.
Support TriMet’s incident commander during major special events, emergencies, and natural disasters.
Assist with programs for OCC technical systems, including bus dispatch, rail control, CCTV, radio, telephone, paging, and mobile computing systems.
Support logistics for implementation schedules, testing, training, and operational cutover for OCC technical-system replacement or modification projects.
Set operational objectives and performance measures, monitor indicators, and involve the transportation workforce in sustaining strong performance.
Serve as the primary investigator of the OCC’s role in bus and rail incidents.
Set standards for internal and external customer service and promote professional, courteous behavior and creative problem resolution.
Perform and support CMS assessments, including scheduling supervisors and training staff on CMS.
Manage assigned shift activities to support safe, secure, reliable, and cost-effective service delivery.
Assist in managing non-revenue vehicles, technical systems, equipment, and tools.
Assist with documenting, developing, and implementing policies, standard operating procedures, communication protocols, business processes, and training programs, and recommend changes as appropriate.