Brief Description of Work:

Under the general direction of the Manager of Service Delivery, this position is directly responsible for the day-to-day management of service delivery in the Jacksonville Transportation Authority service area. This position is responsible for the supervision of Bus Operators assigned to an operating service area. In addition, the Assistant Manager - Service Delivery is responsible for implementation of guidelines and operating procedures to ensure superior service to customers who utilize JTA services to include on-time performance, customer concerns, and all service-related issues and reporting requirements that affect transit operations.

Essential Function(s):

Responsible for the daily operations of bus routes, providing leadership and guidance to Bus Operators to ensure a uniform professional approach in the delivery of transit services.

Ensures efficient, safe, and on-time transit operations.

Direct responsibility for assigned routes and employees.

Works with Manager of Service Delivery to set goals and outline specific objectives.

Responds to accidents, passenger disturbances and other events and resolves passenger and Bus Operator problems.

Processes passenger complaints and takes corrective action within limits of delegated authority. Maintains communication with the Manager of Service Delivery regarding all operational issues.

Identifies and reports bus operator rule violations and provides corrective coaching, counseling, and disciplinary actions.

Coordinates with Control Center personnel to resolve questions about service delays or route detours and changes.

Ability to develop budgets, cost/benefit analysis, and other analyses required to maintain high performance levels.

Maintains knowledge of all routes, detours, and adjusts schedules as needed.

Consulting with leadership and other business leaders to identify improvement opportunities.

Creating reports for internal teams, external clients and/or stakeholders. Collaborating with team members to collect and analyze data.

Processing information with a team of analysts and other business intelligence analysts. The ability to craft presentations and reports based on recommendations and findings.

Acts as a community liaison throughout the service area. Addresses all bus stop and shelter issues and refers to appropriate staff for resolution.

Assists with special event organization and execution (e.g., stadium shuttles, special service requests, promotional outreach, new service adjustments, public hearings etc.).

Coordinates required special projects within the department. Acts as the liaison between other team members.

Conducts regular team meetings with team members and provides feedback regarding performance. Attends training in support of team members.

Maintains performance and attendance information for each team member.

Communicates with customers, co-workers, management, and others in a courteous and professional manner.

Conforms with and abides by all regulations, policies, work procedures, and instructions.

Conforms to all safety rules and wears/uses all appropriate safety equipment.

Extended hours and weekend work. Performs related work as assigned.

Minimum Qualifications:

Bachelor’s degree in Management, Business Administration, Transportation, or related field. Four years of management experience in a customer service operations environment or related field. Degree requirements can be met through any combination of related college level coursework and additional years of professional experience. Must obtain a Florida Commercial Driver’s License within the first six months.

Preferred Qualifications:

Experience in transit or transportation industry experience preferred.

Knowledge, Skills and Abilities:

Knowledge of public transportation and bus operations systems.

Strong knowledge of Microsoft Office products and technology applications.

Strong analytical and problem-solving skills.

Excellent oral and written communication skills.

Strong interpersonal skills.

Skills in planning, scheduling, assigning, monitoring, reviewing, managing and evaluating the work of others.

Must be extremely organized and able to prioritize work assignments.

Able to maintain a high level of confidentiality.

Ability to deal effectively with employees at all levels within the organization as well as the public.

Ability to oversee the work of union and non-union employees.

Ability to work independently with minimal supervision and resolve complaints in a professional, tactful manner.

Ability to develop budgets, cost/benefit analysis, and other analyses required to maintain high performance levels.

Ability to work in a fast paced and highly diverse environment.

Must possess strong leadership skills such as critical and strategic thinking, accountability, customer focused, and a team player.

Work Environment/Physical Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud.

Physical Demands:

Sit, stand, walk for prolonged periods, perform repetitive motion, and work in inclement conditions.