Superintendent Service Operations

Washington Metropolitan Area Transit Authority•DC, DC

About The Position

The Superintendent Service Operations directs bus transportation work and activities for an assigned sector, either the Bus Division or Bus Operations Central Control (BOCC). The role ensures and maintains optimal service performance, identifies and resolves service issues, and delivers improvements in customer service, bus transportation service delivery, workforce productivity, cost performance, and related programs in partnership with other Bus Operations leadership. The position manages daily bus service delivery and administrative functions, oversees staff, tracks performance indicators, works with customers and community stakeholders on service changes, and supports department initiatives. It also contributes to incident investigations, emergency and special-event response, safety programs, employee development, and workforce planning. The role supervises staff and has responsibility for hiring, training, performance reviews, corrective action, and organizational planning.

Requirements

Bachelor’s degree in Transportation Management or a related field, or a high school diploma or GED plus four years of transportation operations industry experience in lieu of the degree.
Seven years of Transit Operations experience, including at least four years as a supervisor or manager over activities requiring the planning and coordination of major transit service delivery operations.
Driver’s license from the jurisdiction of residence.
For BOCC positions, no more than two points and one moving violation in a 24-month period.
Knowledge of Bus Transportation and WMATA and Federal Safety and Organizational policies and procedures.
Knowledge of WMATA Bus Operations and equipment.
Knowledge of corrective action and reporting measures for emergencies or accidents, including serious incidents and major special events.
Knowledge of radio and emergency communication procedures, codes, and protocols.
Knowledge of labor contracts and disciplinary action procedures.
For BOCC positions, knowledge of control/communication center protocols and procedures.
Effective verbal and written communication skills with employees at all levels of the Authority and with customers.
Skill in bus transportation metrics reporting, including CRM, Trapeze, PeopleSoft Time & Labor, workforce, budget, and other service reports and reporting tools.
Ability to direct, manage, develop, and evaluate personnel.
Ability to make sound bus transportation service management judgments and understand the direct and indirect operational impacts of decisions.
Ability to represent WMATA and BTRA professionally and courteously to internal and external officials, jurisdictional partners, and other contacts.
Ability to solve complex problems using deductive reasoning and critical thinking.
Ability to monitor and evaluate bus operations using systems analysis and a customer service approach.
Ability to use workforce-related reports, budget reports, and service reporting tools effectively.
Ability to use Microsoft Office Suite, Outlook, Trapeze, Safety Measurement Systems (SMS), PeopleSoft, Vehicle GIS Tracking Systems, and Clever CAD.

Nice To Haves

Bachelor’s degree in Transportation Management or a related field.

Responsibilities

Manage daily bus operations service delivery for the assigned sector, ensuring on-schedule service, safe and reliable customer service, and effective administrative processes.
Oversee daily supervision of bus operators, supervisors, and/or communication specialists, and coordinate with staff in other service operations sectors.
Track, compile, analyze, and report bus service delivery performance indicators, including bus operator performance reports, and handle interdepartmental issues.
Work with customers, communities, and businesses to identify and implement new services and improvements to existing service.
Support, implement, and monitor department initiatives, policies, standards, operating procedures, and short- and long-range objectives.
Assist with, support, or lead accident and incident investigations, including on-site assistance and support to safety and training personnel.
Oversee tactical staff response to emergency incidents and special events in the metropolitan area, coordinating organizational and external partner participation.
Promote a safety-focused work environment and coordinate with safety and training departments to meet safety goals and ensure staff are properly trained.
Monitor and evaluate staff performance; provide feedback, coaching, positive discipline, development opportunities, and recognition.
Communicate and/or manage staffing needs and assist recruiting staff with identifying, interviewing, and hiring candidates.
Ensure employee grievances are heard and resolved with appropriate support employees or departments.
Maintain awareness of and accountability for safety policies and procedures, promote a positive safety culture, and encourage reporting of safety concerns consistent with the Agency Safety Plan, Safety Management System requirements, and just culture principles.
Plan, assign, schedule, and review staff work; ensure quality standards; hire, terminate, train, develop, evaluate, and administer corrective action for staff; and plan organizational structure and job content.