Operations Manager
About The Position
Hope Network is seeking an experienced Operations Manager to oversee the daily coordination of our passenger transportation services, including scheduling, dispatch, customer care, compliance, and workforce management. This role is ideal for leaders with experience in overseeing complex operations that involve scheduling, dispatch, routing, or multi-site service coordination, leading frontline operational teams and driving performance in fast-paced, service-focused environments, using operational data, KPIs, and reporting to inform decisions and improve efficiency and service delivery, managing field-based or logistics-style operations where reliability, safety, and customer service are critical. Experience in passenger transportation environments such as public transit, school bus operations, paratransit, or NEMT is preferred, as is experience within government, municipal, or grant-funded programs such as FTA or MDOT initiatives. We are seeking leaders who thrive in people-centered operational environments and are passionate about driving continuous improvement to enhance safety, reliability, and service quality.
Requirements
- Minimum two (2) years of supervisory or team leadership experience in an operations-driven environment.
- Demonstrated experience managing day-to-day operations, coordinating teams, and ensuring service delivery meets organizational standards and performance goals.
- Strong problem-solving and analytical skills with experience using data, KPIs, and operational metrics to inform decisions, improve processes, and drive performance.
- Experience leading process improvement initiatives, implementing operational efficiencies, and supporting continuous improvement efforts.
- Strong communication and leadership skills with the ability to motivate teams, manage performance, and collaborate across departments.
- Valid driver’s license with acceptable driving record.
Nice To Haves
- Bachelor’s degree in Business Administration or related field
- Experience in passenger transportation environments such as public transit, school bus, paratransit, or non-emergency medical transportation.
- Knowledge of transportation safety standards, regulatory compliance, and operational best practices.
- Experience with Transportation Management System (TMS) software
Responsibilities
- Lead daily transportation operations, dispatch, and route scheduling
- Oversee Customer Care Center and passenger intake processes
- Supervise scheduling, dispatch, and operations staff
- Ensure compliance with FTA, MDOT, DOT, and regulatory requirements
- Monitor KPIs, operational performance metrics, and service levels
- Partner with fleet maintenance to ensure vehicle readiness and safety
- Address customer concerns and support service recovery
- Identify and implement process improvements to enhance efficiency and quality
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
501-1,000 employees
