Route Performance Manager - Valley Metro

Keolis America•Tempe, AZ

About The Position

The Route Performance Manager (RPM) exercises independent judgment to address service disruptions, operational challenges, safety concerns, and customer service issues affecting route performance. The position supervises and directs bus operators in the field, providing coaching, performance management, and corrective action when necessary to ensure safe, reliable, and customer-focused transit service. This position spends the majority of time in the field monitoring operations, interacting with operators, and responding to operational issues to ensure service reliability and performance expectations are met.

Requirements

Must be at least 21 years of age
High School Diploma or equivalent
Minimum of two (2) years of progressive experience in transit operations or a related transportation environment
Ability to work independently and exercise sound operational judgment
Ability to work flexible schedules including nights, weekends, holidays, and early mornings
Ability to read, write, and communicate effectively in English
Must have a valid AZ driver license and a clean driving record.
Must have the ability to obtain and maintain a Commercial Driver License (CDL) class B with Passenger endorsement.
Knowledge of transit operations and route management
Familiarity with Computer Aided Dispatch systems (CAD) such as Clever Devices, TransitMaster, Swiftly, OrbCAD or similar systems
Knowledge of performance analytics tools such as Microsoft Power BI, Tableau, or similar data platforms
Understanding of labor relations and collective bargaining agreements
Leadership and supervisory skills
Strong operational decision-making ability
Effective communication and interpersonal skills
Conflict resolution and employee relations skills
Strong analytical and problem-solving capability
Organizational and time management skills
Ability to manage multiple operational priorities in a fast-paced environment
Ability to exercise independent judgment and discretion
Must be able to drive, sit and stand for 5 or more hours per day.
Occasional lifting up to 25 lbs. (files, signs, electronic equipment, etc.).
Constant use of electronic communication equipment.
Employment is contingent upon passing a pre-employment drug and alcohol screening and a favorable background check.
The ability to pass a DOT physical examination.

Nice To Haves

Experience working in a unionized environment preferred

Responsibilities

Direct and manage real-time route performance for an assigned geographic section of bus routes to ensure compliance with contractual service standards.
Monitor route performance, on-time performance, service reliability, and customer service delivery through field observation and operational systems.
Implement real-time operational adjustments to mitigate service disruptions, delays, or operational issues.
Coordinate with Communications Control, Dispatch, Maintenance, and Workforce Planning to ensure effective service delivery.
Ensure scheduled pull-outs and service coverage requirements are met and take corrective action when operational gaps occur.
Manage service detours and route disruptions while minimizing passenger service impact.
Direct the work and operational performance of bus operators assigned to the RPM's service area while in operation.
Provide real-time coaching, mentoring, and guidance to operators to improve safety, schedule adherence, and customer service.
Monitor employee performance and ensure compliance with company policies, safety requirements, and the collective bargaining agreement.
Initiate and administer corrective action including coaching, written discipline, suspensions, administrative leave, and recommendations for termination when necessary.
Remove operators from service when safety, performance, or operational concerns require immediate action.
Conduct operator engagement touchpoints to promote communication, accountability, and a positive working environment.
Identify operational safety concerns affecting routes, stops, or service areas and coordinate corrective action with Safety and Operations leadership.
Conduct regular route checks, station checks, and service observations to ensure compliance with operational standards.
Respond to passenger concerns, incidents, or service issues occurring within the assigned route section.
Promote a culture of safety, professionalism, and customer service across operations.
Analyze route performance metrics and operational data to identify trends and service improvement opportunities.
Prepare daily operational updates and performance summaries for leadership.
Develop and present weekly performance reports regarding route performance, service reliability, and corrective action plans.
Participate in daily operational briefings and departmental meetings to coordinate service delivery and operational improvements.
Work collaboratively with Transportation Managers, Workforce Planning, Communications Control, and Safety leadership to maintain reliable service delivery.
Support organizational goals related to service coverage, operational efficiency, and customer satisfaction.
Foster a team environment aligned with Valley Metro's core values of teamwork, service excellence, and operational accountability.
Directing operator activities related to service delivery and route performance
Monitoring employee performance and providing coaching and mentoring
Enforcing company policies, safety procedures, and operational standards
Initiating disciplinary actions in accordance with company policy and the collective bargaining agreement
Recommending employment actions including suspension, removal from service, and termination
Ensuring operators comply with operational procedures, safety standards, and customer service expectations
Perform other duties as assigned to support transit operations and service delivery.