Operations Manager (Manager Routed Operations) - BRTA

Keolis America•Pittsfield, MA

3h•Hybrid

About The Position

The Operations Manager (Manager Routed Operations) - BRTA is responsible for managing the day-to-day operations of routed transit services, ensuring on-time performance and service reliability. This role involves overseeing dispatching, service adjustments, real-time problem resolution, and coordinating responses to service disruptions, emergencies, and special events. The position also includes staff management, ensuring compliance with regulations, fostering a positive customer experience, and analyzing operational data for improvements. The role requires a strong understanding of safety protocols, union relationships, and data analysis, with a focus on leading a team to achieve operational excellence.

Requirements

Minimum 3 years’ management experience in a fixed route transit system
Experience with profit/ loss responsibility and accountability for safety and performance
Bachelor’s Degree or equivalent experience
Must have evidence of experience and accountability for emergency planning, incidence response and safety management in a fixed route environment.
Union and contract negotiation experience
Must have a valid MA license, CDL preferred
Computer and data analysis experience
Well versed on Microsoft Office 365 applications
Positive labor relation skills and knowledge; including administration of employee discipline and labor grievances.
Work well as part of a team
Possess excellent communication and interpersonal skills
Fluent in English with excellent written and verbal communication skills
Customer-focused with the ability to inspire your team with commitment and enthusiasm
Exercise good judgment and creativity in decision-making
Interact professionally with all levels of KTA employees, client representatives, and community members
Must be customer-focused with the ability to inspire your team with commitment and enthusiasm
Will have the ability to identify and solve problems in a structured and analytical way
Applicants must be authorized to work in the United States.

Nice To Haves

CDL preferred

Responsibilities

Manage day-to-day operations of routed transit services, ensuring on-time performance and service reliability.
Monitor system performance metrics (e.g., on-time performance, headways, missed trips) and implement improvements.
Oversee dispatching, service adjustments, and real-time problem resolution.
Coordinate responses to service disruptions, emergencies, and special events.
Ensures fleet coordination/ availability.
Supervise and support frontline supervisors, radio controllers, coach operators.
Lead hiring, training, coaching, and performance evaluation processes.
Promote a strong safety culture and adherence to policies and procedures.
Ensure high employee morale and support.
Lead the Union relationship by understanding and monitoring compliance to the ratified CBA.
Manage union relationships to be productive and enable win-win outcomes
Ensure compliance with federal, state, and local transit regulations.
Investigate accidents, incidents, and customer complaints; implement corrective actions.
Maintain records and reporting related to safety, operations, and regulatory requirements.
Foster a customer-focused environment to enhance rider satisfaction.
Address service complaints and coordinate improvements.
Partner with customer service teams to resolve issues and communicate service changes.
Analyze operational data to identify trends and opportunities for improvement.
Prepare operational reports and dashboards for leadership.
Monitor technology tools (e.g., AVL/CAD systems) to improve monitoring and decision-making.
Other duties as assigned