Sr. Director of Dispatch and Command Center

Description

EFFECTIVE DATE:  March 2026     
FLSA:                       Exempt        
JOB TITLE:              Senior Director of Dispatch and Command Center           
DEPARTMENT:        Transit Operations
REPORTS TO:         Chief Operations Officer 

Job Function: The Senior Director of Dispatch and Command Center is responsible for overseeing the daily operations of the radio room and Fixed Route dispatch command, ensuring safe, efficient, and reliable transit service delivery. This role serves as the central point of coordination for system communications, real-time operations management, emergency response, and special events. The Superintendent leads dispatch and communications staff, maintains system-wide situational awareness, and ensures consistent communication between operations, safety, and the public.

Essential Duties and Responsibilities

• Supervise and manage the Transit Communications and Command Center, including the radio room and Fixed Route dispatch operations.
• Monitor all radio communications across transit modes and ensure compliance with established communication protocols; retrain staff as needed.
• Oversee dispatch functions, including manpower allocation, absenteeism management, and service coverage to maintain operational efficiency.
• Lead coordination and execution of special events and shuttle operations managed by Operations.
• Serve as the primary point of contact for emergency incidents, OEM coordination, and system disruptions; ensure adherence to Continuity of Operations Plans (COOP).
• Collaborate with the Communications Department to develop and distribute Omni Alerts and real-time service updates to the public.
• Serve as the subject matter expert on operational systems, including Navineo and electric bus software platforms.
• Partner with the Safety Department to address bus and customer-related issues and ensure compliance with safety standards and procedures.
• Track, analyze, and report key performance indicators related to service delivery, operator performance, and operational efficiency.  
• Coordinate with Planning and Scheduling to ensure service reliability, efficiency, and alignment with operational needs.  
• Supervise, coach, and evaluate fixed route dispatchers, command center dispatchers, and conduct performance reviews and administer corrective action as necessary.  
• Support implementation of departmental policies, procedures, and strategic initiatives to improve service delivery and operational performance.  
• Represent the organization at community events and serve as on-site liaison to emergency operations centers when required.  

Additional Responsibilities

• Manage, train, and develop staff to ensure high performance and continuous improvement.  
• Solve complex operational challenges using sound judgment, critical thinking, and data-driven decision-making.  
• Ensure compliance with company policies, collective bargaining agreements, and federal/state regulations.  
• Maintain confidentiality and professionalism when handling sensitive operational and personnel matters.  

Minimum Qualifications

• Bachelor’s degree in Transportation, Business Administration, Communications, or a related field with a minimum of four (4) years of progressively responsible experience in transportation operations, including supervisory experience;
  OR
• Equivalent combination of education and experience with a minimum of seven (7) years of relevant experience in transportation, military, or emergency response environments.  
• Working knowledge of the National Incident Management System (NIMS).  

Knowledge, Skills, and Abilities

• Strong leadership and supervisory skills in a fast-paced, real-time operations environment.  
• Proficiency in Microsoft Office and transit operational systems (e.g., CAD/AVL, Navineo).  
• Excellent communication skills with the ability to engage effectively across all levels of the organization.  
• Extensive knowledge of transit operations, safety management systems, and emergency response coordination.  
• Ability to analyze operational data, make real-time decisions, and manage multiple priorities under pressure.  
• Strong customer service mindset with a commitment to service excellence.  

Work Environment

• Combination of office and field environments, including exposure to weather, noise, and transit operational conditions.  
• Physical requirements include standing, walking, bending, and lifting up to 25 lbs.  
• May require climbing and working in transit facilities and on vehicles as needed.