Transportation Operations Manager

Hope Network Careers • Grand Rapids, MI

1d

About The Position

Transportation Operations Manager We are all equally human. Join us. At Hope Network , over 2,800 compassionate professionals serve individuals across 125+ locations statewide—each playing a vital role in creating powerful comebacks. Whether through hands-on care or essential behind-the-scenes support, every team member contributes to a greater purpose: transforming lives. ▶️ Watch how we create comebacks. Why Join Our Team? We’re proud to offer a robust and meaningful benefits package to support your career growth and overall well-being: Competitive starting salary Medical, Vision, & Dental Care 403(b) Retirement Plan Paid Time Off Educational Reimbursement Career-Pathing Paid Training Employee Referral Bonus With your help, we can take on the challenges, the barriers, the statistics, and the seemingly impossible. What You’ll Do Lead the day-to-day operations of the Transportation Customer Care Center, including call center functions, passenger eligibility determination, route scheduling, vehicle assignments, and dispatch activities. Ensure transportation services are scheduled and delivered in the most efficient and cost-effective manner while maintaining required service levels, quality standards, and operational flexibility. Provide direct supervision of Customer Care, dispatch, and route scheduling staff, including hiring, onboarding, work assignments, performance management, and ongoing coaching. Oversee and respond to complaints or service concerns from passengers, caregivers, drivers, community partners, and funding agencies. Assist the Director in ensuring Transportation Services meet all applicable regulatory, contractual, and service quality standards, including FTA and MDOT requirements. Partner with the Director to identify, develop, and implement process improvements that enhance service quality, efficiency, and customer satisfaction. Monitor and analyze operational data and key performance indicators (KPIs) to identify trends, performance gaps, and improvement opportunities. Qualifications Five (5) years transportation operations experience required. Minimum of two (2) years supervisory experience required. 4-year degree (BA/BS) in Business Administration or related field from an accredited university/college preferred. Experience with Transportation Management System software is preferred. Experience tracking KPIs, Analyzing Data, and developing data-driven solutions. Proficiency in Microsoft Office (Outlook, Word, Excel, Access, PowerPoint), Adobe Acrobat, and various web and media platforms. Valid driver’s license with acceptable driving record as it relates to Hope Network policy. Our Commitment to Inclusion Our strength lies in our diversity —empowering us to meet the unique needs of over 34,000 individuals we serve each year. We are proud to be an Equal Opportunity Employer and value the diverse perspectives that each team member brings to our mission.

Requirements

• Five (5) years transportation operations experience required.
• Minimum of two (2) years supervisory experience required.
• Valid driver’s license with acceptable driving record as it relates to Hope Network policy.
• Experience tracking KPIs, Analyzing Data, and developing data-driven solutions.
• Proficiency in Microsoft Office (Outlook, Word, Excel, Access, PowerPoint), Adobe Acrobat, and various web and media platforms.

Nice To Haves

• 4-year degree (BA/BS) in Business Administration or related field from an accredited university/college preferred.
• Experience with Transportation Management System software is preferred.

Responsibilities

• Lead the day-to-day operations of the Transportation Customer Care Center, including call center functions, passenger eligibility determination, route scheduling, vehicle assignments, and dispatch activities.
• Ensure transportation services are scheduled and delivered in the most efficient and cost-effective manner while maintaining required service levels, quality standards, and operational flexibility.
• Provide direct supervision of Customer Care, dispatch, and route scheduling staff, including hiring, onboarding, work assignments, performance management, and ongoing coaching.
• Oversee and respond to complaints or service concerns from passengers, caregivers, drivers, community partners, and funding agencies.
• Assist the Director in ensuring Transportation Services meet all applicable regulatory, contractual, and service quality standards, including FTA and MDOT requirements.
• Partner with the Director to identify, develop, and implement process improvements that enhance service quality, efficiency, and customer satisfaction.
• Monitor and analyze operational data and key performance indicators (KPIs) to identify trends, performance gaps, and improvement opportunities.

Benefits

• Competitive starting salary
• Medical, Vision, & Dental Care
• 403(b) Retirement Plan
• Paid Time Off
• Educational Reimbursement
• Career-Pathing
• Paid Training
• Employee Referral Bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Manager