Manager, Bus Operations

Chicago Transit Authority•Chicago, IL

About The Position

Manages, plans, and coordinates bus garage staff and operations, including bus operators, service supervisors, clerks, janitors, and box pullers. Ensures safe, on-time, clean, and customer-focused transportation service across the assigned service area. Works with other managers to maintain service quality and responds to operational disruptions, emergencies, and customer needs. The position supervises and counsels employees, investigates absences, accidents, complaints, policy violations, and grievances, and determines or recommends corrective actions. It monitors staff and service performance, enforces safety requirements, identifies service improvements, and manages staffing and overtime. The Manager also supports the Senior Manager with garage operations, programs, and projects, and performs the Senior Manager’s duties in their absence. The role involves both office and field work in varied weather and transit environments, travel throughout the CTA service area, and on-call emergency response 24/7. Emergency situations may require 12-hour shifts across seven days. Exempt (Non-Union) employees must reside within the CTA Statutory Service Area when hired or within six months of beginning employment. Applicants and employees may request reasonable accommodations for disabilities.

Requirements

Bachelor’s degree in business administration, or a combination of education and experience related to the position.
Five years of experience as a Bus Operator, Bus Service Supervisor, or Bus Instructor, or five years in an equivalent management position.
Three years of business process experience.
Experience in conflict resolution and customer service.
Experience interviewing employees about accidents, complaints, grievances, and disciplinary actions.
Valid driver’s license.
Maintain current Bus Safety Training certification.
Maintain current Operating Certification.
Complete Rail Safety Training and maintain current Rail Safety Training certification.
Basic knowledge of bus transit operations and city layout.
Basic knowledge of policies, procedures, or strategies that promote effective local public safety.
Intermediate knowledge of business process management and administration and management principles.
Advanced knowledge of customer and personal service principles.
Advanced conflict-resolution skills.
Intermediate computer skills, including word processing, spreadsheet, email, and database software.
Organization and attention to detail.
Ability to provide excellent customer service and prioritize customer needs, Authority requirements, and FTA regulations.
Ability to remain calm and direct people during emergencies, work under pressure, multitask accurately, and tolerate extreme weather and long, intense work periods.
Ability to traverse subway, elevated, street-level right-of-way, and yards in various weather conditions; climb on and off trains; and operate manual switches in the field.
Ability to travel throughout the CTA service area to monitor assigned personnel.
Ability to work in the presence of 600-volt DC electrical current and typical garage, shop, and subway conditions, including noise, dust, and moving vehicles.
Exempt (Non-Union) employees must live within the CTA Statutory Service Area at employment or within six months of beginning employment at CTA.
Must be available on call 24/7 for emergency response and may be required to work 12-hour, seven-day shifts during emergencies.

Responsibilities

Interview employees returning from absences and authorize their return to work.
Interview employees regarding policy or procedure violations, accidents, and employee or customer complaints; determine appropriate actions within Authority and Union guidelines, including recommendations for discharge.
Retrieve, update, and maintain the transportation personnel database for use in interviews.
Supervise and counsel assigned employees regarding work assignments, performance, and procedures.
Receive assigned union grievances, interview employees, discuss matters with union representatives, prepare first-level grievance responses, and address routine union issues, sometimes with Employee Relations.
Ensure safe, on-time bus service and respond to interruptions and delays by arranging alternate routes, shuttles, and supervisor coverage at problem locations.
Travel to accidents and emergencies to oversee bus service personnel and operations.
Prevent accidents and reduce injuries through observation, safety audits, incident investigations, enforcement of safety rules, and recommendations for corrective measures.
Observe and evaluate operating staff and service supervisors in the field for policy compliance and performance; address deviations through corrective action, progressive discipline, or recommendations for training.
Investigate operating-rule, regulation, and procedure violations and determine corrective action to reduce complaints.
Observe operations and recommend service improvements; ensure vehicles are clean and safe and promote quality customer service.
Coordinate service for special city events with CPD and interact with customers in the field to address service needs.
Assist the Senior Manager with developing and administering bus garage operations, departments, programs, policies, mission, goals, and objectives.
Plan and supervise staffing to meet service requirements and track overtime expenditures.
Perform Senior Manager, Bus Operations duties in the Manager’s absence; may assist with vault operations, task forces, daily garage operations, and assigned projects such as the Accident Reduction Program.
Hire, train, develop, monitor, and evaluate staff, and review and recommend personnel actions for approval.
Perform related duties as assigned.