Manager, TOC Operations [Staunton, VA]
About The Position
The Manager, TOC Operations is responsible for the oversight and execution of Traffic Operations Center (TOC) floor operations, ensuring reliable, efficient, and high-performing service delivery. This role focuses on real-time management of staff, processes, procedures, and systems that support daily traffic operations, while maintaining alignment with broader operational goals. The position requires hands-on leadership to balance immediate operational demands with continuous improvement, workforce development, and coordination across stakeholders, ensuring the TOC operates effectively in both routine and emergency conditions.
Requirements
- Bachelor’s degree in Transportation, Civil Engineering, Traffic Operations, or a related field (or equivalent relevant experience)
- Over five (5) years in TMC/TOC or traffic operations, including 2+ years in a supervisory or leadership role
- Strong knowledge of TOC operations, incident management, ATMS tools, and SOP development
- Proven ability to manage, mentor, and develop staff, including performance management and coaching
- Effective verbal and written communication skills for staff coordination, stakeholder engagement, and client interaction
- Proficiency with traffic management systems and common business software (e.g., Microsoft Excel, Teams, SharePoint); ability to analyze data and support reporting and process improvements
- Willingness to serve as essential personnel, including supporting 24/7 operations during emergencies, working non-standard hours, and traveling occasionally for site visits, stakeholder coordination, and industry conferences
Responsibilities
- Provide dedicated ownership and tactical oversight of TOC Floor Operations service delivery
- Directly manages TOC staff, including scheduling, performance management, coaching, and professional development
- Execute and maintain comprehensive training programs to ensure staff proficiency and readiness
- Develop, update, and enforce Standard Operating Procedures (SOPs) and operational guidelines
- Monitor real-time operations, making informed decisions to support efficient and effective traffic management
- Establish and maintain staffing plans to support routine and emergency operations
- Implement process improvements to achieve performance targets and mitigate deficiencies
- Assess workload and optimize resource allocation for operational efficiency
- Promote innovation and continuous improvement within TOC operations
- Coordinate and execute Emergency Operations Plans and incident response activities
- Lead regular staff communications, briefings, and TOC meetings
- Support recruitment efforts, including resume review, interviews, and hiring recommendations
- Conduct routine performance evaluations and maintain personnel performance documentation
- Monitor system and equipment status; coordinate with maintenance, IT, and fleet teams to ensure uptime
- Support client engagement efforts, including public outreach, facility tours, and presentations
- Participate in stakeholder coordination activities (e.g., TIM meetings)
- Lead operational planning for special events and support post-incident reviews and analysis
- Develop and maintain technical documentation, including SOPs and training materials
- Serve as backup to the Regional Operations Manager (ROM) as needed
- Travel occasionally for site visits, stakeholder coordination, training, and industry conferences
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What This Job Offers
Job Type
Full-time
Career Level
Manager
