Operations Manager of ADA and Accessible Services

Operations Manager of ADA and Accessible Services

Metro is seeking an Operations Manager of ADA and Accessible Services to serve as Manager for Metro's Paratransit Operation, Access and Metro Now. Plan, direct, and coordinate transportation operations and activities. Assist Director in managing capital and operating budgets.

• Manage the day-to-day operations of the paratransit and demand response services by monitoring performance of key performance indicators (KPI), employees, and customer satisfaction.
• Effectively communicate and work with staff, customers, and other Metro departments in understanding and effecting the goals, expectations, and needs of the paratransit operation.
• Supervise, support and manage staff, arrange for training to be provided, evaluate employees' job performance and conformance to policies and procedures, and recommend appropriate personnel action.
• Manage direct reports, including monitoring performance and attendance, and executing employee recognition, commendation, and discipline.
• Oversee the continued development of all Accessible Services employees to keep them abreast of new technologies; oversee and direct the development of Accessible Management employees’ skills/understanding of procedures and policies, developing, implementing, monitoring and overseeing adherence to performance standards.
• Participate in labor and employee relations activities, including but not limited to grievances and other union activities.
• Partner with internal/external task forces, committees, and project groups relevant to paratransit transportation in the Greater Cincinnati and Hamilton County area.
• Supervise the investigation and processing of customer complaints relating to the operations of the service.
• Maintain employee engagement, provide guidance and oversight; uphold open-door policy.
• Assist Director in the creation and management of the operating and capital budgets for the paratransit operation.
• Assist in the facilitation and procurement of capital items in Access' annual budget which may involve the development of RFPs, participation in RFP evaluation teams, and creation of Board Items to effect.
• Increase positive community engagement by holding and/or participating in outreach events.
• Facilitate the development of strategies to meet or exceed organizational and department performance goals and objectives, monitor results, and recognize employee, department and organization accomplishments.
• Serve as an Essential Employee to continue the Authority’s operation during an emergency or weather related event.
• Provide a positive work environment that does not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran.
• Provide support, leadership and direction to employees in accordance with Metro’s business plan and in compliance with company and regulatory requirements.
• Model, facilitate and encourage exemplary internal and external customer service, open communication, collaboration, participation and professional development among staff.
• Ability to work in compliance with Metro's safety and security policies.
• Work closely with Accessible Services Director and other administrative staff.
• Other duties as assigned.

• Communications - Excellent verbal, writing and non-verbal skills. Persuasive, consensus builder.
• Customer Focus - Excellent problem-solving skills and a desire to exceed customer expectations.
• Employee Development - Competent in assessing employee skills: coaches, delegates, and supports employee development. Provides constructive feedback.
• Leadership - Energetic, innovative self-starter, committed to continuous improvement and creative problem-solving.
• Professional Integrity - Exhibits and values commitment, leadership, accountability, diversity, honesty, fiscal responsibility, and the ability to maximize resources.
• Proficiency - Able to multi-task, plan and measure results, create and analyze data, excellent computer skills, accuracy and attention to detail, excellent project management skills.

• Bachelor's Degree (four…