What are the responsibilities and job description for the DIRECTOR OF OPERATIONS SUPPORT position at Denton County Transportation Authority?

Description

The Director of Operations Support provides comprehensive support to the Vice President of Operations by leading the Operations Support function within the Operations Department. This leadership position requires a strategic thinker and collaborative problem-solver with a strong background in transit operations management, financial and administrative acumen, and dedication to operational efficiency and enhancing service delivery. This position serves as the primary point of contact between Operations and other internal business units to lead communication and successful execution of internal business processes between those business units. Leads communication between the Operations and Finance teams related to business processes. Provides subject matter expertise on the Operations budget for all modes. Regularly monitors department budget performance versus actual and, when necessary, works with Finance staff to provide budget amendments. Ensures maintenance and execution of processes and procedures within the Operations Department to support core functions of other internal business units. Provides leadership in service delivery and adherence to safety, service, and ridership KPIs for DCTA's multimodal transit portfolio in the absence of, or at the direction of, the Vice President of Operations.

ESSENTIAL FUNCTIONS

Support the Vice President of Operations by leading creation, execution and continuous improvement of all business support functions required for DCTA to deliver transit service to the public.
Provides leadership in service delivery and adherence to safety, service, and ridership KPIs for DCTA's multimodal transit portfolio in the absence of, or at the direction of, the Vice President of Operations.
Provides leadership in Quality Assurance processes related to service and contractors for all modes of transportation.
Collaborate broadly across the DCTA organization to create, document, and update policies and procedures for core business processes, especially relating to Finance and Procurement, ensuring they align with agency goals and comply with regulatory standards and laws. Identify opportunities for continuous improvement and collaborate with Finance Department to deliver transformational change.
Provide subject matter expertise on the Operations Department budget to facilitate service delivery. Work across the Operations Department and with the Finance team in creation of the annual Operations budget to deliver agency goals and objectives.
Ensure purchase order, receiving, and accounts payable processes are clear, understood, and executed in accordance with DCTA policy and procedure. Establish key performance indicators (KPIs) and recurring dialogue and work processes to track operational and financial performance versus budget.
Establish mechanisms and feedback loops for continuous improvement for ongoing monitoring of procedures to evaluate effectiveness, identify bottlenecks, and recommend adjustments based on data-driven insights.
Supports modal leaders by leading development of scopes of work, operating specifications, representing the Operations team in the procurement process, and providing quality assurance for DCTA's core operating contracts including but not limited to A-train, GoZone, Mobility as a Service and Interlocal Agreements with Non-Member Cities for contracted services and the transformation of the agency's equipment fleet through acquisition of new vehicles.
Supports the Planning and Development team by providing data, cost estimates, and collaborating with front line operations staff in development of fleet plans, capital maintenance plans, and capital development requirements.
Collaborate broadly across the DCTA organization to enable execution of core functions of, and strategic initiatives with, other internal departments within Operations (Finance, Planning, Innovation & IT, Safety, Training and HR)
Establish regular dialogue and workshops with key stakeholders from other business units to discuss process improvements, share feedback, and ensure alignment on objectives.
Develop and implement strategies to align operational activities with financial objectives, ensuring seamless collaboration between departments.
Ensure efficiency and adherence to mode-specific safety regulations, processes, and procedures.
Identify opportunities, cast vision, and collaborate broadly to support transformation and continuous improvement of service, efficiency, and cost-effectiveness of services.
Design and implement training programs to enhance staff understanding of business processes, financial implications, and the importance of interdepartmental cooperation.

Supervisory Responsibility :

Has direct supervision responsibility for Operations Budget and Administration Manager and a Senior Administrative Specialist.

Requirements

Q UALIFICATION GUIDELINES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Where applicable, an equivalent combination of education and experience may be considered in lieu of education / experience listed below.

EXPERIENCE / EDUCATION

Bachelor's degree from an accredited college or university with major course work in public administration, engineering, planning, business, communication, or other related discipline. Master of Public Administration, Business Administration, Engineering, or related field

Minimum of six to eight (6-8) years of progressively responsible experience in public transportation or similar environment providing transportation services. Experience working directly in transit operations highly desirable.

Experience leading and collaborating with administrative staff to execute business processes with accuracy and precision at a senior level in an operations organization.

Minimum of five (5) years of management experience required.

KEY COMPETENCIES & CHARACTERISTICS

Knowledge and experience in leadership and delivery of transportation services. Multimodal experience (i.e. bus, rail, microtransit) is desirable.

Excellent relationship-building skills, fostering collaboration and trust among diverse stakeholders across multiple internal teams, including staff, management, and external partners.

Solid understanding of financial principles and budgeting, enabling effective collaboration with finance teams and resource allocation

Proficient in project management methodologies, capable of leading cross-functional initiatives from planning to execution while meeting deadlines and budgetary constraints.

Strong critical thinking and problem-solving skills to address operational challenges and develop innovative solutions.

Experience in guiding organizations through change, with the ability to implement new processes smoothly and manage resistance effectively.

High level of accuracy and attention to detail in process documentation and analysis to ensure compliance and effectiveness.

Exhibits exceptional interpersonal skills, adept at establishing rapport with individuals and in larger group settings. Shows a genuine concern for the organization's well-being and values positive interactions with colleagues. Demonstrates enthusiasm for participating in collective development and team-building activities.

Embraces collaboration and thrives in a team-oriented, supportive environment.

Nurtures a culture that prizes critical thinking and effective problem-solving, fostering an environment of engagement, constructive feedback, diversity, and inclusion at every level.

Act as a Champion for Change by challenging the status quo; encouraging employees to question existing methods, practices, and assumptions; motivating and empowering employees to try new things; coaching employees on effective change management principles. Recognizes opportunities and quantifies potential gains and losses, pursues new directions and drives needed change.

Work independently to perform a variety of functions and manage multiple projects at one time while working in a dynamic environment with changing priorities to meet established deadlines.

Special Requirements : Hold a current valid Texas Driver's Licenses or have the ability to obtain one upon entry into the position.

PHYSICAL ACTIVITIES : Physical activity includes, but are not limited to : on a continuous basis, sit at a desk for long periods of time; board and disembark from transit vehicles in a field environment, move safety through vehicle shop and maintenance areas, intermittently twist and reach office equipment; write or use keyboard to communicate through written means; lift moderate weight; reaching above the waist, reaching below the waist, and reaching waist to shoulder to reach inventory on shelves; talking and hearing when dealing with customers; and observation of transit projects and operations during field work.

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DIRECTOR OF OPERATIONS SUPPORT

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