Senior Manager, Bike Share Operations

Toronto Parking Authority•Toronto, ON

1d•Hybrid

About The Position

The Senior Manager, Bike Share Operations reports to the Director, Bikeshare & Micro-Mobility and ensures efficient, effective, safe and customer-centric operations in the Bike Share Toronto Program. The incumbent is responsible for the co-ordination and execution of various functions within the bike share program to set, and achieve, annual operating plan in alignment with the Bike Share 2030 Growth Strategy. Their experience reflects an understanding of the impact operations performance has in the areas of efficiency, cost, and customer service. This role may require knowledge and deployment of continuous improvement techniques, strong analytical and quantitative skills, excellent communication, interpersonal effectiveness, project management and leadership. The role will be focused on ensuring an exceptional customer experience with Bike Share Toronto that delivers on service delivery and financially sustainable targets in alignment with the Bike Share Toronto 2030 Growth Strategy.

Requirements

A university degree or college diploma in business management, operations management, supply chain management or other relevant area.
Minimum of eight (8) years’ experience in a logistics, supply chain, or and/or transportation management role.
Experience leading a team, with at least five (5) years in a leadership position.
Certificate in Project Management an asset, and or experience in Six Sigma / Lean methodologies.
Experience coaching, developing and motivating staff.
Extensive customer service experience.
Experience in developing and managing budgets.
Ability to collaborate cross functionally and coordinate efforts around continuous improvement.
Detail oriented with the ability to handle competing priorities while remaining flexible and adaptable in a complex and changing work environment.
Strong organization and time management skills.
Demonstrated project management and conflict resolution skills.
Excellent interpersonal skills with the ability to establish and maintain good working relationships; able to maintain a calm, professional approach when dealing with difficult situations.
Excellent communication skills, including verbal communication and written communication skills to draft clear and concise correspondence and formal reports.
Developed decision-making, creativity, critical thinking, and problem-solving skills to develop solutions and appropriate responses to problems in the face of conflicting needs.
Proven good and sound judgement.
A commitment to professional development and continuous learning.
Demonstrated proficiency with MS Office
Must have the ability and willingness to periodically visit sites according to operational requirements.
Internal candidates: Employees must have at least one (1) year of continuous service in their current role to be eligible for application.

Nice To Haves

Certificate in Project Management an asset
Experience in Six Sigma / Lean methodologies

Responsibilities

Oversee and manage the program’s operations budget and deliver the P&L to plan.
Routinely review business results with the bike share team and vendors to optimize efficiency, performance and productivity.
Oversee and manage the activities of the bike share’s strategic partners to ensure adherence to established SLA’s.
Manage and analyze Key Performance Indicators (KPIs) to improve performance.
Lead the pro-active development and coordination of responses to major initiatives, programs and irregular operations to minimize the impact on customer experience and the P&L.
Oversee and monitor the implementation of new products and services to Bike Share Toronto.
Responsible for managing the resources, scope, budget, schedule, and quality of deliverables of the assigned programs and/or projects.
Accountable for on-time, on-budget, and in-scope completion of assigned projects that are compliant with applicable external legislation and internal policies and processes including project governance framework and project management methodology- providing feedback for continuous improvement as requested.
Able to take broad concepts and turn them into achievable plans and manage the plans from requirements through design and implementation.
Deliver the P&L to plan.
Leads the preparation and ongoing management of the annual operating budget.
Manages vendor payments according to payment schedules, service delivery and service level agreement performance.
Oversee and manage the development of yearly, monthly, and seasonal operating plans.
Develop and implement improved processes, procedures, and policies based on ongoing monitoring.
Assess the bike share program to identify areas for enhanced productivity and efficiency, forecasting resource requirements.
Lead and implement forecast modelling for asset optimization of rebalancing trucks, bikes, and human resources.
Lead change management initiatives that ensure high level of team communications and engagement throughout the process.
Develop and implement standard operating procedures in collaboration with team members.
Ensure that the strategies developed are being executed daily.
Ensure compliance with company policies and standards. This person lives the Leadership Behaviours of the organization.
Oversee and monitor the day-to-day delivery of operations excellence, through effective leadership, coaching and operational efficiency; ensure vendor performance, a high level of work quality; encourage innovative and critical thinking.
Effectively communicate our TPA Vision, Mission with staff, vendors and partners.
Motivate staff, vendors and partners by involving them in the business through obtaining their ideas and feedback.
Engage partners in growth strategy conversations (i.e., increasing revenue, membership, ridership and delivering the financial plan)
Build a great place to work; promote a healthy environment.
Models Leadership Behaviours that embody the TPA’s Core Values, supporting its success through operational excellence, effective leadership, teamwork, collaboration and communication.
Maintain up-to-date knowledge of the parking, mobility and facilities maintenance industries and involvement of city agencies.
Complete other duties as assigned.