Bus Operations Manager

Description
The Bus Operations Manager supervises bus transit employees engaged in Bus Operations, including the safe and efficient operation of bus services and facilities, and the enforcement of WMATA rules, regulations, policies, and procedures. Other responsibilities include, but not limited to, administrative processes, customer relations, emergency assignments and other special tasks. Incumbents assists in the direction and coordination of WMATA’s bus operation system at the division, and other designated personnel; supervises Depot Clerks, resolves operational issues; and responds to emergency situations. The Bus Operations Manager may cover various shifts, including evenings, overnights, weekends, holidays and special events.

Principal Job Duties

• Monitors operations and ensures effective and consistent operating practices, including safe, reliable, and courteous customer service.
• Provides supervision to bus operators and clerical employees reporting to a specific location in the absence of the Superintendent or Assistant Superintendent
• Makes decisions related to operations within the assigned division, collaborating with the necessary internal and external stakeholders in a timely manner and with the necessary follow up.
• Conducts interviews, counsels employees, and evaluates employee performance and any other related duties. Recommends corrective action to management.
• Performs on-time performance checks when buses are dispatched from the division to meet scheduled/headways requirements.
• Responds to and investigates customer comments, complaints, and concerns.
• Assists in the preparation of operational reports. Documents actions that may lead to progressive discipline; and investigates accidents or on duty injuries. Complete all investigations and reports accurately and in a timely manner.
• Ensures consistent administration of accident reports, payroll, customer complaints, sick reports, vacation, etc., and ensures timely upload of information to the appropriate personnel repository.
• Communicates proactively with management, frontline employees, customers and other intra and inter-departmental stakeholders.
• Coordinates with the Metro Integrated Command and Communications Center (MICC), Bus Planning and Street Operations to maintain standard bus service.
• Testifies at hearings including legal and worker’s compensation hearings.

Other Duties

• Works various shifts (evenings, overnights, weekends, holidays) as needed, including for special events.

• Maintains and promotes awareness and accountability with safety policies and procedures while performing job functions. Promotes a positive safety culture and encourages reporting of safety concerns consistent with our Agency Safety Plan, other regulatory requirements within the Safety Management System and just culture principles.

The functions listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

Responsibilities

Knowledge

• Knowledge of relevant strategies to promote effective local, state, or national security operations for the protection of people, data, property, and WMATA.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge of, or ability to acquire knowledge of, Bus Safety Policies and Procedures; WMATA and Federal Safety and Organizational Policies and Procedures; and WMATA Bus Standard Operating Procedures and Employee’s Handbook.
• Knowledge of or ability to rapidly acquire knowledge of WMATA collective bargaining agreements.
• Knowledge of or ability to acquire knowledge of processing internal Human Resources transactions and applications, including payroll.
• Knowledge and skill in methods of monitoring and maintaining on time performance for bus operations when operators report to assignments late and require schedule adjustments to start times.

Skills

• Intermediate computer skills (Microsoft Word, Outlook, Excel, etc.), and ability to learn and use other software as required.
• Skilled in executing operational forms and reports with accuracy and completeness.
• Skilled at executing investigations including thoroughly evaluating facts, following through, and documenting actions taken.
• Strong leadership skills with proven ability to lead effectively in a fast paced and complex work environment.
• Effective management skills, effective and clear communication skills, proficient writing skills, good reasoning, information processing, and evaluation skills.

Abilities

• Ability to learn new skills related to the enforcement of WMATA policies and procedures, including various applications that support operations and administrative business processes.
• Ability to handle confidential information in a professional manner and communicate effectively at all levels of the organization.
• Ability to manage, train, and evaluate personnel, exercising active listening skills and good judgment to coach and develop staff.
• Ability to independently think and solve complex problems by using deductive reasoning and critical thinking.
• Ability to understand and adhere to the established policies, rules, regulations, and union labor contracts.
• Ability to coordinate and initiate actions necessary to implement decisions.
• Ability to manage multiple assignments at a time and maintain timeliness.

Machine, Tools, Equipment, Software, Hardware Required

• Various software, to include Trapeze or comparable transit operations software, Microsoft Suite, Outlook, CRM, Safety Management System (SMS), DriveCam, Documentum, ELM, Kronos, PeopleSoft, BORMS and Manifest Scanning

Supervisory Responsibility

Supervises work of others, including planning, assigning and scheduling work, reviewing work and ensuring quality standards, training staff and overseeing their productivity. May offer recommendations for hiring, termination and pay adjustments, but does not have responsibility for making these decisions.


Qualifications

Minimum Education

• Graduation from high school or possession of a high school equivalency certificate (GED)
• Participation in Bus Operations Management Training within the first six (6) months of hire

Minimum Experience

• A minimum three (3) years of supervisory or training experience, or experience assessing the performance of others, to include at least two (2) years of transportation experience.

Minimum Certification/Licensure

• Valid driver’s license and maintenance of a satisfactory driving record.
• Completion of WMATA Bus Operations Manager training.

Preferred Qualifications

• Bachelor’s Degree in Transportation, Business Administration, Communications, or a related field.