Assistant Manager, TRIP Operations

Metropolitan Council•Minneapolis, MN

2d•Hybrid

About The Position

The Assistant Manager - Transit Rider Investment Program (TRIP) ensures that the TRIP Department policies & procedures adhere to TRIP program requirements as defined in MN State Statute. This role directly plans, coordinates, and manages the daily activities and operational expectations of TRIP agents, focusing on appropriate engagement, education, and resource opportunities for the customer. The position will coordinate oversight for partnerships with rail operations, bus operations, Metro Transit police, Transit Rider Social Services (TRSS), and other public safety agencies. This role guides and administers policies, establishes departmental priorities, and manages projects and staff to improve the customer experience and preserve public transit for the public good. The candidate’s permanent residence must be in Minnesota or Wisconsin. This recruitment will establish an eight (8) month Eligibility List for current and future vacancies.

Requirements

Any of the following combinations of experience (in transit, transportation, public safety, security, or similarly related field) and completed education (degree field of study in Business Administration, Transportation, public safety, or closely related field), including at least one (1) year of lead/supervisory experience.
High school diploma/GED and at least eight (8) years of above listed experience.
Associate’s degree and at least six (6) years of above listed experience.
Bachelor's degree or higher and at least four (4) years of above experience.
Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience.
Valid driver's license and acceptable driving record.

Nice To Haves

Background in developing and delivering training programs.
Experience creating, updating, and implementing organizational policies and procedures.
Experience working in a newly developed department or program.
Proficiency with Microsoft applications (e.g., Word, Excel, Outlook, Teams).
Knowledge of management practices, principles of supervision.
Knowledge of federal, state, and local laws regulating public transportation.
Knowledge of EEO policy.
Strong written, verbal, and communication skills.
Problem analysis and resolution skills.
Presentation skills for a high-level audience in both individual and large groups.
Ability to operate personal computer and supporting software applications including, Windows NT, Microsoft Office, HASTUS, iDash, etc.
Ability to write routine reports and correspondence.
Ability to establish and maintain effective working relationships with multiple departments and groups: customers, government officials, service providers, and coworkers.
Promotes an equitable, positive and respectful work environment that values cultural and diversity among all employees.
Ability to enforce established policies and procedures.
Ability to manage and empathize with employee situations, setbacks and adversity.
Ability to manage and prioritize several projects and tasks simultaneously.
Ability to utilize leadership principles that align with those of the Metropolitan Council.

Responsibilities

Provide daily direction and oversight to TRIP agents and TRIP supervisors regarding policies and operations procedures to ensure a safe and reliable customer experience throughout the region.
Monitor productivity of TRIP agents and TRIP supervisors in the areas of fare inspection, fare non-compliance citations, and rider contacts.
Create appropriate metrics to monitor the effectiveness of the presence and engagement of TRIP agents and TRIP supervisors.
Conduct debrief sessions after special events, critical incidents, etc.
Assist with annual department goals using the Metro Transit goals as a guideline.
Provide staff with the appropriate level of technology to be able to complete reports such as facility condition reports, customer surveys, etc. as required or directed.
Establish rules, standards and discipline, and evaluate the performance of TRIP agents and TRIP Supervisor.
Define areas of the TRIP agent’s and TRIP supervisor’s job description that need specific criteria for a consistent method of direction and measurement.
Work with employees to establish annual goals.
Conduct quarterly reviews.
Give timely feedback to employees.
Document employee performance consistently.
Provide coaching, training, and ongoing development as well as corrective action, work improvement plans, and discipline as required.
Recruit, select, train, and develop TRIP agents.
Preview candidates’ applications.
Create and monitor pre-employment testing.
Grade, score, and interview potential candidates.
Provide staff with the appropriate level of training.
Coordinate with internal and external stakeholders, understanding scheduled events, impromptu events, service changes, and outreach projects that will require the participation of the TRIP agents and TRIP supervisors.
Establish relations with internal department heads, private, and public sector officials.
Understand the scope of the project/event.
Ensure the needs of the customers are considered and met during projects and events.
Plan and coordinate for TRIP agents and TRIP supervisors to assist with special events, detours, and any related security events.
Coordinate the scheduling and timekeeping of the TRIP agents and TRIP Supervisors to maintain appropriate levels of coverage and substitute staff as needed.
Understand the ATU contract, TMSA contract, and any private service provider as appropriate.
Stay abreast of all the daily operations, outreach needs, and events in the region's service area.
Work with other stakeholders (i.e., TRIP manager, Transit Rider Social Services/TRSSMTPD, Customer Relations, employees, executive leadership, external stakeholders) to evaluate deployment strategies and adjust as needed.
Coordinate with Customer Relations and Transit Information to ensure that service information impacting transit is communicated with customers by TRIP Agents and TRIP Supervisors to the public in an efficient and understanding manner.
Manage the agents’ and supervisors’ schedule and augment it when required due to illness, excused absences, etc.
Ensure continuity and accuracy of the above information and communications with other Metro Transit departments.
Coordinate shift picks and holidays picks, seniority overtime, and emergency overtime approvals and declines; updating and approving timecards as needed.
Monitor and resolve any issues and errors with scheduling and timekeeping systems with appropriate stakeholders.
Perform related duties as apparent or assigned.
This position will require on call time, rotating schedule within the department of call time.