Senior Manager, Bike Share Operations

POSITION SUMMARY The Senior Manager, Bike Share Operations ensures efficient, effective, safe, and customer-centric day of operations in the Bike Share Toronto Program. The incumbent is responsible for the overall management and co-ordination of various functions within the bike share program and for managing key partner and vendor relationships. Their experience should reflect an understanding of the impact operations performance has in the areas of delivery, cost, and service. This role may require knowledge and deployment of continuous improvement techniques, and strong analytical, communication, project management and leadership skills. The incumbent will oversee and manage all revenue channels for Bike Share Toronto and deliver the P&L to plan, while also ensuring an exceptional customer experience. RESPONSIBILITIES Bike Share Toronto (Operational Performance)

• 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 vendors to ensure adherence to the 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.

Project Management

• 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 on 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 and provide feedback for continuous improvement as requested.

Operational and Annual Operating Planning

• Deliver the P&L to plan.
• Manage 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 approach with team members.

Leadership and Stakeholder Management

• 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)
• Model behaviour that embodies the organization’s Core Values and support its success in ensuring operational excellence, through effective leadership, teamwork, collaboration, and communication.
• Other duties as assigned.

QUALIFICATIONS

• 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 managing a team, with at least five (5) years in a leadership position.
• Certificate in Project Management an asset, and or experience in six-sigma.
• Experience delivering structured and formalized coaching to staff along with interviewing and performance management.
• Extensive customer service experience.
• Experience in developing and managing budgets.
• Detail oriented with the ability to handle competing priorities while remaining flexible and adaptable in a complex and changing work environment.
• 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 approach when dealing with difficult situations.
• Developed decision-making, creativity, critical thinking, and problem-solving skills to develop solutions and appropriate responses to problems in the face of conflicting needs.
• Demonstrated proficiency with MS Office.
• Ontario Class "G" driver’s license in good standing with access to a vehicle.
• Must have the ability and willingness to periodically visit sites according to operational requirements.
• Internal candidates: No new or reclassified employee with less than one (1) year’s continuous on the job service may apply.

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