Director of Operations

Position Summary

The Director of Operations leads daily and long‑range transit operations—including Fixed Route, Paratransit, Microtransit, Dispatch, and contracted services—ensuring safe, efficient, and fiscally responsible service delivery. This role provides strategic leadership for all operational and safety functions, directing initiatives that strengthen safety, loss control, and emergency response while reducing accidents and occupational risks. The Director manages safety policies, compliance systems, and agency‑wide training in coordination with internal teams, external partners, and regulatory agencies.

As a key member of the executive leadership team, the Director advances organizational excellence, innovation, and integrated strategies that shape the future of public transportation. Additionally, the Director oversees the Training Department for new driver training and refresher training programs. This includes ensuring all operators receive comprehensive initial instruction and periodic refresher courses to maintain compliance with regulatory requirements, uphold safety standards, and support operational excellence.

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• Define and execute both short- and long-term strategies to optimize transit labor force projections, service efficiency, and performance.
• Provide visionary leadership to align all facets of the agency’s transit operations with strategic goals, optimizing the implementation of initiatives that enhance customer experience and strengthen overall public satisfaction.
• Lead special projects and initiatives assigned by the Chief Executive Officer to advance organizational goals.
• Collaborate with the CEO to align operational goals with long-term organizational vision, including service expansion, sustainability, and budget priorities.
• Partner with the Planning and Outreach Manager to evaluate route performance, implement service changes, and ensure alignment with community needs.
• Direct and oversee the work of the Operations Manager, Operations Supervisors, Safety Training Coordinators, Security Supervisors, Coach Operators (Fixed Route and Paratransit), Dispatchers, and Eligibility Staff.
• Provide expert guidance to staff in resolving complex service coordination challenges.
• Analyze service data to recommend expansions, reductions, or modifications; prepare supporting narratives and statistical justifications.
• Oversee customer service functions, including complaint resolution and service evaluations.
• Coordinate, plan, and respond to operational emergencies and loss-control initiatives during all required hours of service, coordinating with Emergency Management Services as required.
• Coordinate with Human Resources on staffing needs, inclusive of recruitment, hiring, training, mentoring, and development of operations personnel, fostering a culture of accountability and growth.
• Make informed decisions regarding hiring, discipline, and termination; inclusive of Louder mill hearings and enforcement of disciplinary actions.
• Partner with Human Resources related to labor relations matters with frontline transit operators and dispatch personnel.
• Actively participate in labor relations—including contract negotiations, grievance investigations, and arbitration proceedings—while administering collective bargaining agreements and preparing documentation for grievance responses.
• Responsible for ensuring that union contracts are accurately interpreted and consistently applied.
• In partnership with Human Resources, responsible for administration of the FTA required safety sensitive drug and alcohol testing program.
• Manage safety documentation, compliance reporting systems, and system safety program implementation.
• Ensure full compliance with agency safety protocols and state and federal regulations.
• Uphold and promote a proactive safety culture across all transit services and personnel.
• Implement proper accident investigation procedures and ensure accurate reporting.
• Prepare and deliver comprehensive reports and presentations to the Board, including background materials and responses to inquiries as needed.
• Serve as a key communicator on operational matters, both internally…