Operations Control Center (OCC) Manager

Alstom•Phoenix, AZ

2d•Onsite

About The Position

The Operational Control Center (OCC) Manager will report to the Transportation Manager and is responsible for the overall management and day-to-day operation of the Operational Control Center supporting light rail service delivery. This position provides leadership and oversight for OCC personnel, including line controllers, dispatchers, and support staff, ensuring the safe, efficient, and reliable operation of rail services. The OCC Manager is responsible for managing planned and unplanned service events, coordinating emergency response activities, directing incident management efforts, monitoring service performance, and ensuring compliance with applicable Federal Transit Administration (FTA), Arizona Department of Transportation (ADOT), and industry standards. The position serves as the primary operational leader within the control center and works closely with Transportation, Maintenance, Safety, Security, and external stakeholders to maintain safe and effective service delivery.

Requirements

Minimum of five (5) years of rail operations experience within the rail transit industry.
Minimum of two (2) years of direct experience conducting line control operations in a rail transit environment.
Demonstrated experience managing staff and coordinating complex operational activities in a transportation or transit setting.
Strong knowledge of passenger rail service delivery and rail transit operations.
Comprehensive understanding of Operational Control Center functions, dispatching, and line control operations.
Strong working knowledge of Federal Transit Administration (FTA), Arizona Department of Transportation (ADOT), and other applicable regulatory requirements.
Knowledge of American Public Transportation Association (APTA) standards and industry best practices.
Experience managing service disruptions, emergency response activities, and operational recovery efforts.
Possesses and maintains National Incident Management System (NIMS) training and certification.
Strong leadership and employee development skills.
Ability to lead and coordinate operations in a fast-paced, high-pressure environment.
Excellent decision-making, problem-solving, and critical-thinking abilities.
Strong verbal and written communication skills.
Ability to manage multiple priorities simultaneously while maintaining operational control.
Proficiency with rail operations control systems, dispatch technologies, and operational reporting systems.
Ability to interpret operating rules, procedures, regulatory requirements, and technical information.
Ability to establish effective working relationships with employees, regulatory agencies, emergency responders, contractors, and customers.

Nice To Haves

Bachelor's degree in Transportation, Business Administration, Public Administration, Emergency Management, Operations Management, or a related field.
Experience supervising rail dispatchers, line controllers, or operations control center personnel.
Experience with rail incident command systems and emergency preparedness programs.
Advanced training in rail operations, service management, and emergency response coordination.
Additional rail operations, emergency management, dispatching, or supervisory certifications are preferred.

Responsibilities

Manage and oversee the daily operations of the Operational Control Center to ensure safe, efficient, and reliable rail service.
Direct and coordinate OCC activities related to train movement, service delivery, incident response, and operational communications.
Manage planned service events, special operations, maintenance activities, and service disruptions to minimize impacts on customers and operations.
Monitor operational performance and implement corrective actions to improve service reliability and efficiency.
Ensure compliance with operating rules, standard operating procedures, regulatory requirements, and agency policies.
Supervise, mentor, and develop OCC personnel, including line controllers, dispatchers, and supervisory staff.
Conduct employee performance evaluations and provide ongoing coaching, counseling, and professional development.
Establish performance expectations and ensure accountability for operational excellence and compliance.
Coordinate staffing plans and resource allocation to maintain adequate coverage for all OCC functions.
Promote a culture of safety, teamwork, professionalism, and continuous improvement.
Direct and coordinate OCC response to operational incidents, emergencies, accidents, service disruptions, and security events.
Ensure timely and accurate communication with internal and external stakeholders during planned and unplanned operational events.
Coordinate response activities with Transportation, Maintenance, Safety, Security, emergency responders, and other affected parties.
Support emergency preparedness initiatives, system recovery efforts, and business continuity planning.
Participate in post-incident reviews and the development of corrective action plans.
Monitor the progress and development of line controller trainees throughout qualification programs.
Provide periodic counseling, performance feedback, and progress evaluations for trainees and OCC staff.
Coordinate with the Training Department to ensure employee qualification standards, certifications, and required training are maintained.
Support the continuous development of OCC operating procedures and training materials.
Oversee and ensure procedures and practices are implemented to maintain accurate and complete daily operational logs and records.
Ensure all operational documentation is prepared, maintained, and retained in accordance with agency policies and regulatory requirements.
Review operational reports, incident documentation, and performance metrics for accuracy and completeness.
Support internal audits, regulatory reviews, and compliance assessments.