Location: Cleveland, Ohio

Reports to: Vice President, Operations

Salary: Competitive, based on experience

Company Size: $7M–$10M in monthly revenue, 100-vehicle fleet, 350 employees

General Description

The Director of Operations, Internal Transportation Services, leads and optimizes all aspects of Provide A Ride’s organic fleet. This role ensures efficient fleet management, driver performance and compliance, and customer service while driving operational excellence, cost control, and profitability. The director will oversee all operational departments, ensuring seamless coordination and continuous improvement in service delivery.

Essential Job Duties and Responsibilities

Operational Leadership & Strategy:

• Develop and implement strategic operational plans to improve efficiency, reduce costs, and enhance service quality.
• Lead a team of operational managers and staff, providing direction, coaching, and performance management.
• Establish and track Key Performance Indicators (KPIs) to measure success in fleet utilization, on-time performance, and overall service quality.
• Drive a culture of accountability, customer service, and operational efficiency.
• Collaborate with the executive team to align operational strategies with company growth objectives.
• Oversee large-scale projects, including project planning, execution, and monitoring progress to achieve project goals.

Fleet & Logistics Management:

• Oversee the scheduling, dispatching, and routing of a 100-vehicle fleet to maximize efficiency and meet customer demands.
• Ensure proper vehicle maintenance, repairs, and inspections in compliance with state and federal DOT regulations.
• Oversee GPS tracking, telematics, and other fleet management technologies to optimize vehicle performance and reduce downtime.
• Manage fuel consumption, vehicle depreciation, and fleet expansion strategies.

Compliance & Safety:

• Ensure full compliance with Medicaid, ADA, DOT, and local transportation regulations.
• Enforce driver safety programs, risk management policies, and incident response protocols.
• Conduct regular audits and inspections to uphold operational and regulatory standards.
• Develop preventative measures to mitigate risk.

Employee Management & Development:

• Oversee a workforce of 200 employees, including drivers, dispatchers, and administrative staff.
• Enforce workforce policies, shift scheduling, and attendance tracking to maximize productivity.
• Foster a strong safety culture by implementing driver training programs and ongoing compliance education.
• Manage and motivate a team of operational managers, overseeing staff development, performance evaluations, and team dynamics.

Customer Service & Relationship Management:

• Ensure high levels of customer satisfaction by addressing concerns, resolving issues, and improving service reliability.
• Identify and address operational challenges, troubleshoot issues, and implement solutions to maintain smooth operations.
• Monitor and improve on-time performance metrics to ensure prompt and reliable transportation services.
• Foster clear communication across all levels of the organization, collaborating with other departments to achieve cross-functional objectives.
• Interface with key contract stakeholders for GCRTA Paratransit business.

Technology & Process Improvement:

• Identify and implement transportation management software (TMS), dispatch automation, and fleet tracking systems to enhance efficiency.
• Optimize routing, scheduling, and dispatching through data analytics tools.
• Develop process improvement initiatives to streamline operations and reduce bottlenecks.

Qualification Requirements - The requirements listed below represent the knowledge, skills, and abilities necessary to perform the essential functions of the job.  Reasonable accommodation may be made to allow individuals with disabilities to perform the essential functions of the job.

• Education and/or Experience: Bachelor’s degree (B. A.) Business Administration, Supply Chain, Operations Management, Transportation Management, or related field preferred. Proven leadership of at least 7 years managing the operations of a specialized and/or ambulance transportation company with monthly revenue of $7M-$10M is highly preferred. An equivalent combination of education and experience may be acceptable.

Work Environment & Schedule:

• Full-time, onsite role based in Cleveland, Ohio.
• May require weekend, evening, and on-call availability to address operational emergencies.
• Travel may be required to inspect fleet locations, meet with partners, or attend industry conferences.

Why Join Us?

• Opportunity to lead operations for a high-growth NEMT company with a significant impact on community healthcare access.
• Competitive salary, performance incentives, and comprehensive benefits package.
• Collaborative and dynamic work environment focused on innovation and service excellence.

• Skills:
• • Leadership – Ability to motivate and inspire teams, build strong relationships, and delegate tasks effectively.
  • Analytical – Strong analytical skills to identify trends, analyze data, and make informed decisions.
  • Problem-solving – Ability to identify and resolve complex operational issues proactively. Ability to handle high-pressure situations, resolve conflicts, and ensure operational continuity.
  • Strategic Thinking – Capability to develop and execute long-term operational strategies aligned with business goals.
  • Project Management – Ability to manage large-scale projects from initiation to completion.
  • Financial Acumen – Ability to understand financial principles. Ability to analyze operational budgets and cost management.
  • Communication – Excellent verbal and written communication skills to effectively convey information across all levels of the organization. Ability to utilize interpersonal skills. Capable of working with executives, staff, and external partners.
  • Mathematical - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret graphs.
  • Language - Ability to read, analyze, and interpret general business documents, contracts, and governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from managers, clients, customers, and the general public.
  • Reasoning - Ability to solve practical problems and deal with situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Equipment - Ability to use a telephone, fax machine, personal computer, copy machine, printers, and calculators.  General knowledge and understanding of the following computer software programs: Word and Excel. Ability to learn and use new software programs quickly and efficiently.

Salary : $7 - $10