Operations Manager

Overview

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Responsibilities

MV Transportation is seeking an Operations Manager for proposed business to provide support, leadership, and direction to the assigned operating location to ensure delivery of annual business plans. He/she will control the daily operation of our transportation contract, in compliance with the policies of the contracting agency and in conformance with company procedures. The Operations Manager is primarily responsible for, but not limited to:

• Effectively manage on-time performance and driver availability. • Effectively manage all call center functions. • Effectively manage customer relations through both direct contact and outreach programs. • Identify, select, train, and mentor location staff. • Effectively and frequently communicate with location staff and support team members. • Assist in overseeing safety and training programs, plans and processes to ensure compliance with company, contract and regulatory requirements. • Contribute to maintaining the safety culture of the division. • Maintain client contact routinely to meet or exceed expectations. • Assist with conducting periodic departmental audits. • Daily, weekly, and monthly review of key operational metrics. • Implement, promote, and adhere to company policies and procedures. • Participate in location labor and employee relations activities. • Direct the day-to-day operation of the client service and ensure services are delivered in accordance with this Agreement and client's established objectives, standards, and performance requirements. • Maintain regular communication and coordination with client's Field Administrator(s) regarding operational performance, service quality, and issuesaffecting service delivery. • Coordinate with subcontractors to identify and resolve service issues, improve operational practices and training, and implement operational improvements that enhance service efficiency and rider satisfaction. • Demonstrate and maintain a thorough knowledge of the ADA, applicable FTA requirements, and all client policies, procedures, and operating requirements applicable to the services provided under this Agreement. • Be proficient in call center, scheduling, dispatch, and field operations as necessary to effectively manage service delivery. • Ensure Scheduling, Window Dispatch, and Radio Dispatch personnel receive appropriate training and supervision necessary to perform their assigned duties and support service delivery that meets or exceeds client's established objectives and standards. • Attend meetings, presentations, and other events as requested by client. • Be available during normal business hours and remain reachable outside normal business hours for emergencies through client-approved communication methods.