Manager of Operations Performance & Analytics

Hillsborough Area Regional Transit Authority (HART)•Tampa, FL

9d•$71,589 - $83,963•Onsite

About The Position

Under the general direction of the Chief Operating Officer, the Manager of Operations Performance & Analytics is responsible for leading the Operations Division’s performance-management, analytics, and management-reporting processes. The position provides the COO and Operations leadership with timely, accurate, and actionable information regarding operational performance, staffing, attendance, productivity, operating costs, and key initiatives. The Manager works across Operations to consolidate and analyze information, identify trends and underlying cost and performance drivers, evaluate root causes, and develop recommendations that support improved service delivery, operational efficiency, and management decision-making. The position owns the recurring Operations performance-management process, including monthly operational reporting and quarterly performance reviews, and provides business-owner oversight of capital projects and strategic initiatives impacting Operations. The Manager works collaboratively with Operations leadership, Finance, Human Resources, the Project Management Office, Information Technology, and other departments to monitor performance, identify risks, track corrective actions, and ensure appropriate follow-through and accountability. This position is distinguished from the Operations Analyst by its broader management-level responsibility for the performance-management process, interpretation of operational and financial results, cross-functional coordination, capital-project oversight, recommendations to executive leadership, and accountability for follow-through, rather than primarily producing reports and analysis.

Requirements

Bachelor’s degree from an accredited college or university in Business Administration, Public Administration, Finance, Accounting, Economics, Data Analytics, Statistics, Transportation, or a related field. An equivalent combination of relevant education, training, and progressively responsible experience that demonstrates the knowledge, skills, and abilities required for the position may be considered.
Minimum of five (5) years of progressively responsible professional experience in operations analysis, performance management, business analytics, financial analysis, transportation operations, project/program oversight, or a closely related field.
Demonstrated experience analyzing complex operational and/or financial information and developing recommendations for management decision-making.
Experience developing management dashboards, performance reports, forecasts, and executive-level presentations.
Experience leading cross-functional initiatives, performance-improvement efforts, or project/program coordination.
An equivalent combination of education and experience may be considered in lieu of the above requirements.
Computer and standard office equipment.
Microsoft Office applications and other data-analysis, reporting, visualization, project-management, financial, workforce, and transit-management systems utilized by HART.

Nice To Haves

Experience in public transportation, government, or another complex operational environment is preferred.
Experience with capital projects, project management, operational readiness, or business-owner project oversight is preferred.
Project management, data analytics, performance management, Lean/Six Sigma, or related professional certification is desirable but not required.

Responsibilities

Lead and manage the monthly Operations performance-reporting process for the Chief Operating Officer and Operations leadership.
Develop, maintain, and continuously improve an integrated Operations performance framework incorporating key operational, workforce, financial, and service-performance measures.
Monitor and report on key performance indicators including, but not limited to: On-Time Performance; Scheduled Service Delivery; Overtime; Employee time off and absenteeism; Staffing levels; Vacancies; Productivity; Service and operational efficiency measures; and Other Operations KPIs established by executive leadership.
Develop dashboards, scorecards, trend reports, forecasts, and executive-level presentations that clearly communicate operational performance.
Establish consistent definitions, reporting methodologies, and data standards for Operations performance measures.
Review information for completeness, reliability, accuracy, and consistency before presentation to executive leadership.
Identify emerging performance issues, adverse trends, and areas requiring management attention.
Analyze relationships among staffing, vacancies, attendance, overtime, service delivery, productivity, and operating costs.
Identify key operational cost drivers and evaluate the financial and service impacts of operational decisions and performance trends.
Conduct variance, trend, root-cause, and comparative analyses to identify opportunities for improved efficiency and service performance.
Develop forecasts and scenario analyses to support staffing, service, budget, and operational decision-making.
Translate complex operational and financial data into clear conclusions, management implications, and actionable recommendations.
Partner with Finance and Operations leadership to strengthen understanding of budget-to-actual performance and operational cost drivers.
Conduct special studies and analyses at the direction of the COO.
Lead preparation and coordination of quarterly Operations performance reviews.
Develop comprehensive quarterly reporting that identifies: Performance trends; Forecasts; Root causes; Operational risks; Areas requiring corrective action; Progress against established goals; and Recommendations for improvement.
Work with Operations leaders to identify corrective actions where performance is below expectations.
Establish action owners, milestones, and target completion dates associated with performance-improvement initiatives.
Monitor progress and elevate unresolved or recurring issues to the COO as appropriate.
Maintain historical performance information to support year-over-year comparisons, benchmarking, and continuous improvement.
Maintain a consolidated management-level view of capital projects and strategic initiatives for which Operations serves as the business owner or primary stakeholder.
Work collaboratively with Operations project sponsors, project managers, the Project Management Office, Finance, Procurement, IT, Maintenance, and other stakeholders to monitor project status.
Track project milestones, dependencies, risks, operational impacts, readiness activities, outstanding decisions, and items requiring executive attention.
Provide the COO with routine reporting on the status of Operations-related capital projects and strategic initiatives.
Identify projects or initiatives at risk of schedule, budget, implementation, or operational-readiness impacts and elevate concerns in a timely manner.
Support Operations leadership in defining operational requirements and ensuring appropriate business-owner participation throughout project development and implementation.
Monitor operational-readiness activities associated with implementation of new facilities, systems, technology, equipment, or service initiatives.
Coordinate with the PMO while maintaining a clear distinction between formal project-management responsibilities and Operations' responsibility as the business owner.
Maintain a centralized tracking process for commitments, corrective actions, performance-improvement initiatives, and executive decisions arising from Operations performance reviews.
Follow up with responsible managers regarding outstanding actions, milestones, and deliverables.
Identify recurring or systemic operational issues and recommend process improvements.
Facilitate cross-functional discussions necessary to resolve performance or implementation issues.
Assist Operations leadership in developing performance targets and measures aligned with HART's organizational goals and strategic priorities.
Promote a culture of data-driven decision-making, accountability, and continuous improvement throughout Operations.
Develop and maintain standard operating procedures, business processes, reporting calendars, and documentation supporting the Operations performance-management process.
Collect, analyze, and synthesize information from multiple operational, workforce, financial, and enterprise systems.
Develop and maintain reports, dashboards, queries, and analytical tools necessary to support Operations management.
Work collaboratively with IT and business-system owners to improve data availability, quality, integration, and reporting capabilities.
Conduct data-quality reviews and reconcile discrepancies among source systems when necessary.
Identify opportunities to automate recurring reports and reduce manual data collection.
Maintain appropriate documentation of calculations, definitions, assumptions, and data sources used in management reporting.
Prepare concise executive summaries, briefing materials, presentations, reports, and recommendations for the COO.
Present performance findings and analysis to Operations leadership and other internal stakeholders.
Support development of materials for executive leadership, Board presentations, budget development, strategic planning, and other organizational initiatives as assigned.
Serve as a liaison between Operations and other HART departments on matters involving operational performance, analytics, reporting, and strategic initiatives.
Participate in departmental and organizational committees, working groups, and special projects as assigned.
Performs other work-related duties, special projects, assignments, and analytical activities as assigned by the Chief Operating Officer.