Operations Manager

MV Transportation•Chicago, IL

37d•$88,000 - $104,000

About The Position

MV Transportation is seeking an Operations Manager who will provide support, leadership, and direction to an assigned operating location to ensure the delivery of annual business plans. This role will control the daily operation of our transportation contract, in compliance with the policies of the contracting agency and in conformance with company procedures. The Operations Manager is primarily responsible for managing on-time performance and driver availability, all call center functions, and customer relations through direct contact and outreach programs. This position involves identifying, selecting, training, and mentoring location staff, and frequent communication with location staff and support team members. The role also assists in overseeing safety and training programs to ensure compliance, contributes to maintaining the safety culture of the division, maintains routine client contact to meet or exceed expectations, assists with conducting periodic departmental audits, and performs daily, weekly, and monthly reviews of key operational metrics. The Operations Manager will implement, promote, and adhere to company policies and procedures, and participate in location labor and employee relations activities.

Requirements

Minimum of five years of recent experience managing paratransit operations or a similar position (a similar position would be a manager overseeing day-to-day operations of demand-response passenger transportation, including managing staff and driver schedules to meet service demand; scheduling, routing, and dispatch or call center functions; development and implementation of operation policies and procedures; and knowledge of regulatory requirements to assure compliance with applicable federal, state, and local laws for operating demand-response transportation services (e.g., FTA, DOT, ADA, drug and alcohol, DOJ Title VI, and state DOT regulations)).
Experience overseeing schedulers, dispatchers, and drivers.
Excellent organization and planning skills.
Excellent customer service skills.
Ability to handle multiple tasks accurately and effectively.
Proficiency in Trapeze.
Must be able to work independently and have strong written and verbal skills.
Knowledge of the contractual obligations is a must to perform this job correctly.
Knowledge of company policy assures that the field operator is using consistent measures to assess a driver’s activity.

Responsibilities

Effectively manage on-time performance and driver availability.
Effectively manage all call center functions.
Effectively manage customer relations through both direct contact and outreach programs.
Identify, select, train and mentor location staff.
Effectively and frequently communicate with location staff and support team members.
Assist in overseeing safety and training programs, plans and processes to ensure compliance with company, contract and regulatory requirements.
Contributes to maintain the safety culture of the division.
Maintain client contact routinely to meet or exceed expectations.
Assist with conducting periodic departmental audits.
Daily, weekly and monthly review of key operational metrics.
Implement, promote and adhere to company policies and procedures.
Participates in location labor and employee relations activities.